Politique de remboursement
Return & Refund Policy
At Alpenova, we aim to provide a clear and reliable shopping experience. If your order is not the right fit, you may request a return under the conditions below.
30-Day Return Period
Returns may be requested within 30 days from the delivery of the last item in the order.
If the final day of the return period falls on a weekend or public holiday, the period is extended to the next business day.
Return Eligibility
Items should be returned clean and in resalable condition, with their original packaging, labels, tags, accessories, and components.
Footwear and apparel may be tried on indoors to assess size and fit.
Items showing outdoor use, excessive wear, damage after delivery, alteration, contamination, or missing packaging or components may be refused or may have a reduction applied to the refund value where permitted by law.
EU customers retain their statutory right to inspect products in a manner comparable to what would normally be permitted in a physical store. Statutory consumer rights are not limited by Alpenova’s voluntary 30-day return policy.
Footwear & Apparel Sizing
If the selected size does not fit, you may request a return or exchange.
We recommend trying footwear and apparel indoors before outdoor use. Exchange availability depends on current stock.
How to Request a Return
Submit a return request through your customer account or contact:
Include:
- Order number
- Email used for the order
- Item being returned
- Reason for the return
Please do not send an item back before receiving return instructions.
Return Shipping
Customers are responsible for arranging and paying for return shipping unless the item received is defective or incorrect.
We recommend using a tracked shipping service and retaining proof of postage.
No restocking fee is charged.
Refunds
Refunds are issued to the original payment method after the returned item has been received and inspected.
For EU withdrawal requests, reimbursement will be handled within the applicable statutory period. Alpenova may withhold reimbursement until the returned goods, or evidence that they were sent, have been received.
After a refund is approved, please allow approximately 5–10 business days for the payment provider to post the funds to the original payment method.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or incorrect, contact us promptly and include clear photos and your order number.
Reporting the issue within 48 hours is recommended where possible because it helps us document courier-related damage, but this does not limit statutory consumer rights.
Return shipping costs for approved defective or incorrect items are covered by Alpenova.
Cancellation Requests
Cancellation requests may be submitted while an item remains unfulfilled.
A cancellation request is not automatically approved. If the order has already entered processing or shipment cannot reasonably be stopped, the request may be declined and the standard return process will apply after delivery.
Final Sale Items
No products or collections are currently designated as final sale unless clearly stated on the relevant product page before purchase.
Contact
For return, refund, exchange, or cancellation support: