Returns & Refunds Policy
We have a 30-day return policy, which means you have 30 days after receiving your items to request a return.
To be eligible for a return, your items must be in the same condition that you received them and in their original packaging.
To start a return, you can contact us either by email at plopez@alorcapps.com or by phone at +447306330062, tell us your order number and the products you want to return, then we'll take care of the rest.
We’ll send you a return shipping label, as well as instructions on how and where to send your package. In most cases we send our courier to collect the items from you. All eligible returns are free of charge.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any reason at plopez@alorcapps.com
Damages and issues
Please inspect your order upon reception and contact us promptly after your delivery if the item is damaged, not as described or if you received the wrong item, so that we can evaluate the issue and make it right. We'll either issue a refund straight away or replace the item for you.
Exceptions / non-returnable items
Perishable Goods: We cannot accept returns on perishable goods, including but not limited to fresh produce, dairy products, and frozen items. These items are highly sensitive to temperature and require proper handling and storage.
Custom Products: Customized or personalized items, including special orders, cannot be returned unless there is a production defect or error on our part. Please review your order carefully before submitting it.
Personal Care Goods: For hygiene and safety reasons, personal care goods such as beauty products, cosmetics, and toiletries cannot be returned unless they are unopened, unused, and in their original packaging.
Sale Items: We regret to inform you that we cannot accept returns or offer refunds on sale items. All sales of discounted products are final.
Gift Cards: Gift cards cannot be returned or refunded, and their value cannot be redeemed for cash or exchanged for other products.
Parcel Diversion and Liability:
Parcel Diversion: If a customer chooses to divert the delivery of their parcel to a different day or time slot using the courier's services after receiving confirmation from us, we shall not be held responsible for any issues or damages that may occur as a result of the diversion.
Non-Delivery or Damage: In cases where a customer diverts the parcel and it does not arrive at the desired location or if it arrives damaged, we will not be liable for any loss, non-delivery, or damage to the goods. The customer assumes full responsibility for any consequences arising from diverting the parcel from its original route.
Failed Delivery
Unfortunately, if delivery of your order is unsuccessful due to your (customer) absence at the scheduled and informed delivery time and there was no safe place to leave the parcel, we reserve the right to only refund for the goods that are resalable. In this case, the shipping cost will be forfeited and no refund will be awarded for perishable goods and goods on sale. If the parcel is returned to us, we will process the refund for the resalable goods within 7 days of parcel's arrival.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. When approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For further information on your statutory rights, please consult the Consumer Rights Act 2015.