Last Updated: [24/08/2024]

Custom-Made Products and Refund Policy

At Alvoire, all of our products are custom-made to order, tailored specifically to each customer’s requests. This means that every item you purchase is a unique creation, made specifically for you. Due to the bespoke nature of our products, we cannot offer refunds or exchanges for items ordered, except under specific and limited circumstances as outlined below.

Non-Eligibility for Refunds or Exchanges

1. Incorrect Size Selection:
   Please ensure that you carefully review our size guide and select the correct size when placing your order. Since our products are custom-made, we cannot accept returns or provide refunds for items that do not fit as expected. Incorrect size selection does not qualify for a refund or exchange.
2. Change of Mind or Dissatisfaction:
   Due to the personalized nature of our products, we do not offer refunds or exchanges if you change your mind or are not satisfied with the design, color, or any other aspect of the product after purchase. The unique characteristics of each custom-made item are part of what makes your purchase special and, as such, are non-returnable.
3. Customized and Personalized Orders:
   Any product that has been customized or personalized according to your specific instructions (such as monogramming, custom sizes, or bespoke designs) is exempt from return or exchange under EU consumer law. Once an order is placed, the production process begins, and the product cannot be resold to another customer.

Exceptions to the Refund Policy

While our general policy does not permit refunds or exchanges for custom-made items, the following exceptions apply:

1. Defective or Damaged Goods:
   If you receive an item that is defective or damaged upon delivery, you are entitled to a replacement or a refund. Please inspect your order upon receipt and contact us immediately at info@alvoire.com if there are any issues. You must notify us within [insert number of days, e.g., 14 days] of receiving the item to be eligible for a replacement or refund.
2. Production Errors:
   In the rare event that we make an error in the production of your order (e.g., incorrect size, color, or design from what was ordered), we will correct the error by offering a replacement or a full refund. Please contact us at info@alvoire.com with your order details and a description of the issue.

EU Consumer Rights and Statutory Warranty

For customers within the European Union, our Refund Policy is in accordance with the mandatory consumer protection laws, which include the EU’s statutory warranty. Under EU law, you have the right to a minimum two-year guarantee period if the goods you receive are faulty or not as described. This guarantee covers:

• Manufacturing Defects:
  If a product you receive is not of satisfactory quality, not fit for purpose, or not as described, you have the right to request a repair or replacement, or if those are not possible, a refund.
• Non-Conformity:
  If your item fails to conform to the sales contract at the time of delivery, you are entitled to the rights granted under EU consumer law.

How to Request a Refund or Exchange

1. Contact Us:
   If you believe your item qualifies for a refund or exchange under the exceptions listed above, please contact our customer service team at refund@alvoire.com within [insert number of days, e.g., 14 days] of receiving your order. Include your order number, a description of the issue, and photos of the defective or incorrect item.
2. Return Authorization:
   Upon review of your claim, if we determine that a return or exchange is warranted, we will provide you with a Return Authorization number and instructions on how to return the item. Please note that unauthorized returns will not be accepted.
3. Shipping Costs:
   If the return is due to a defect or an error on our part, we will cover the return shipping costs. For other cases, the customer is responsible for the cost of return shipping.
4. Processing Time:
   Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange. If approved, we will process the refund or ship the replacement within [insert number of days, e.g., 14 days].

Important Notes

• Proof of Purchase:
  To process any refund or exchange, proof of purchase (e.g., order confirmation or receipt) is required.
• Original Condition:
  The item must be returned in its original condition, including all packaging, tags, and accessories. Items that are worn, used, or altered in any way will not be accepted for return.

Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website and will apply to all orders placed after the changes are posted.

Contact Us

If you have any questions or need further assistance regarding our Refund Policy, please contact us at:

Alvoire
Brückenstraße 1,
Lüerdissen, 37635,
Germany
Email: info@alvoire.com