1. Return Eligibility

Customers may return items within 30 days of delivery if:

• The item is in its original condition and packaging
• Original tags and labels are intact
• The item was not customized or personalized
• The item is not on the merchant’s non-returnable list
• A valid receipt or order confirmation is provided
• The return is initiated through the Aleva platform

Return Timeframes:

• Standard returns: 30 days from delivery date
• Holiday purchases: Extended until January 31
• Defective items: Report within 48 hours of delivery

2. Non-Returnable Items

The following items cannot be returned:

• Personalized or customized products
• Perishable goods and food items
• Intimate or sanitary products
• Digital products and software
• Gift cards and vouchers
• Items marked as “Final Sale” by merchants
• Items damaged by misuse or normal wear
• Items returned after the 30-day period

3. Return Process

To initiate a return:

1. Log into your Aleva account
2. Navigate to “My Orders” and select the item
3. Click “Return Item” and provide the reason
4. Print the prepaid return label (if applicable)
5. Package the item securely with original packaging
6. Drop off at designated location or schedule pickup
7. Track your return status in the app
8. Receive confirmation once the return is processed

Required Documentation:

• Order confirmation number
• Reason for return
• Photos (for damaged/defective items)
• Return authorization number

4. Return Shipping

Return shipping costs:

• Free returns for defective or incorrect items
• Customer pays return shipping for change of mind
• Prepaid return labels provided for eligible returns
• International returns subject to additional fees
• Expedited return shipping available for additional cost
• Merchants may offer free returns as a competitive advantage

Shipping Methods:

• Approved carrier partners only
• Tracking number required
• Insurance recommended for high-value items
• Drop-off confirmation required

5. Refund Processing

Refunds are processed as follows:

• Refunds issued within 5-10 business days after receiving return
• Original payment method will be credited
• Processing time varies by payment method (credit cards: 3-5 days, bank transfers: 5-10 days)
• Refund amount excludes original shipping costs (unless item was defective)
• Partial refunds may apply for items not in original condition
• Merchants receive notification of refund processing

Refund Exceptions:

• Gift cards: Refunded as store credit
• Partial returns: Proportional refund amounts
• Used items: Subject to inspection and approval

6. Exchange Policy

We offer exchanges for:

• Different size or color of the same item
• Items of equal or greater value
• Exchanges processed within 14 days of return receipt
• Price difference applies for upgrades
• No additional shipping charges for exchanges
• Merchants may set their own exchange policies

Exchange Process:

• Initiate exchange through return portal
• Select desired replacement item
• Price adjustments handled automatically
• Expedited shipping for exchange items

7. Damaged or Defective Items

For damaged or defective items:

• Report within 48 hours of delivery
• Provide photos of damage or defect
• Free return shipping provided
• Full refund or replacement offered
• Priority processing for defective items
• Merchants are responsible for quality control

Documentation Required:

• Clear photos showing damage/defect
• Description of the issue
• Packaging condition
• Any relevant product details

8. Wrong Item Received

If you receive the wrong item:

• Contact us immediately through the platform
• Do not open or use the item
• Free return shipping provided
• Correct item shipped at no additional cost
• Expedited shipping for replacement items
• Merchants are notified of shipping errors

Resolution Process:

• Immediate investigation initiated
• Merchant contacted for verification
• Correct item shipped within 24 hours
• Return label provided for incorrect item

9. Merchant Return Policies

Individual merchants may have additional policies:

• Extended return periods for certain items
• Special handling for fragile or valuable items
• Custom return processes for specific products
• Restocking fees for certain categories
• Seasonal return policies for holiday items

Merchant Responsibilities:

• Clear communication of return policies
• Prompt processing of returns
• Quality control and product accuracy
• Customer service and support

10. Return Status Tracking

Track your return:

• Real-time status updates in the Aleva app
• Email notifications at each stage
• SMS alerts for important updates
• Customer service support available
• Estimated processing times provided
• Merchant notifications for return status

Status Stages:

• Return requested
• Return approved
• Item received
• Inspection in progress
• Refund processed
• Exchange shipped

11. International Returns

International return policy:

• 30-day return window applies globally
• Customer responsible for return shipping
• Customs duties and taxes not refundable
• Return processing may take longer
• Additional documentation may be required
• Merchants must comply with local return laws

International Considerations:

• Customs declaration forms required
• Return shipping insurance recommended
• Local return centers available in some regions
• Currency conversion for refunds

12. Holiday Returns

Extended return period during holidays:

• Items purchased between November 1 – December 31
• Extended return window until January 31
• Same return conditions apply
• Special holiday return labels provided
• Merchants may offer additional holiday return benefits

Holiday Exceptions:

• Customized items: Standard return policy applies
• Seasonal products: Merchant-specific policies
• Gift items: Special gift return procedures

13. Dispute Resolution

If you disagree with a return decision:

• Contact customer service within 7 days
• Provide additional documentation if needed
• Escalate to dispute resolution team
• Independent review process available
• Final decision binding on both parties

Dispute Process:

• Initial review by customer service
• Escalation to specialized team if unresolved
• Merchant consultation and evidence review
• Final determination within 14 business days

14. Restocking Fees

Some merchants may charge restocking fees:

• Typically 10-20% of item price
• Applied to opened or used items
• Clearly disclosed at time of purchase
• Waived for defective or incorrect items

Restocking Fee Conditions:

• Item must be in resalable condition
• Original packaging required
• No damage from customer handling
• Within merchant’s stated policy

15. Store Credit Options

Customers may choose store credit:

• Instant credit upon return approval
• No expiration date
• Redeemable across all merchants
• Transferable between accounts

Store Credit Benefits:

• Faster processing than refunds
• Bonus credit offers available
• Easy management through wallet feature
• Secure digital storage

16. Contact Information

For return questions or assistance:

Customer Support:
Email: [email protected]
Phone: +358 4002 690 34
Address: Oraskatu 3 D 39 05880 Hyvinkää, Finland

Support Hours:
Return Support: Monday-Friday 8AM-8PM EST
Emergency Support: 24/7 for urgent issues
Merchant Support: Available through seller dashboard

Additional Resources:
Return Portal: Available in mobile app
Help Center: Comprehensive guides and FAQs

17. Policy Updates

We reserve the right to update this Return Policy at any time. Customers will be notified of significant changes through:

• Email notifications
• In-app announcements
• Website updates
• Social media announcements

By using the Aleva platform, you acknowledge that you have read, understood, and agree to be bound by this Return & Refund Policy.