​

At Alvenoras, we aim to provide a transparent and hassle-free shopping experience. This Cancellation Policy explains when and how you may cancel your order, as well as your rights under applicable European consumer protection laws.

Order Cancellation Before Shipment

You may request to cancel your order at no additional cost before it has been processed or dispatched.

To request a cancellation, please contact our Customer Support as soon as possible with your order number. If your order has not yet entered the shipping process, we will cancel it and issue a full refund using your original payment method.

Please note that once an order has been packed or shipped, it can no longer be cancelled. In such cases, you may exercise your right of withdrawal as described below.

Right of Withdrawal (EU Customers)

If you are a consumer residing in the European Union, you generally have the legal right to withdraw from your purchase within 14 calendar days without providing any reason. The withdrawal period begins on the day you, or a person designated by you, receives the goods.

To exercise your right of withdrawal, you must notify us with a clear statement of your decision before the 14-day withdrawal period expires.

After notifying us, you should return the products without undue delay and no later than 14 days from the date you informed us of your withdrawal.

Return Conditions

To qualify for a refund:

• The item must be returned in its original condition.

• All original tags, packaging, and accessories must be included.

• The product must not show signs of unnecessary use beyond what is reasonably required to inspect its nature, characteristics, and fit.

We reserve the right to reduce the refund if the value of the item has diminished due to handling beyond what would normally be permitted in a physical retail store.

Return Shipping Costs

Unless the return is due to our error, a defective product, or an incorrect item received, customers are responsible for the direct cost of returning the goods.

We recommend using a tracked shipping service, as you remain responsible for the returned item until it reaches us.

Refunds

Once we receive and inspect the returned item, we will process your refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the returned goods or you provide satisfactory proof that they have been sent back, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase unless another method has been agreed upon.

Items That Cannot Be Cancelled or Returned

The legal right of withdrawal does not apply, where permitted by applicable law, to:

• Personalized or custom-made products.

• Products made to your specific requirements.

• Sealed goods that cannot be returned for hygiene or health protection reasons once unsealed.

• Any other products excluded from the right of withdrawal under applicable consumer protection legislation.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photographs of the issue so we can resolve the matter promptly through a replacement, repair, or refund where appropriate.

Contact Us

If you have any questions regarding cancellations or your withdrawal rights, please contact our Customer Support through the contact details provided on Alvenoras.com.