Refund Policy

Returns

You have the legal right to cancel your order within 14 days of receiving your item, without giving a reason. After telling us that you wish to cancel, you have another 14 days to return the item to us. This does not affect your statutory rights if your item is faulty, damaged, not as described, or incorrect.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional Non-Returnable Items:
Gift cards
Downloadable software products
Certain health and personal care items

To complete your return, we require a receipt or proof of purchase.

Situations Where Only Partial Refunds May Be Granted:
Books with obvious signs of use
Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
Any item not in its original condition, damaged, or missing parts for reasons not due to our error
Any item returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you whether your refund has been approved or rejected.

If your return is approved, your refund will be issued to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving proof that you have sent the item back, whichever is earlier. Your bank or card provider may take additional time to show the refund in your account.

Late or Missing Refunds

If you have not received your refund yet:

First, check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at: hello@alniza.com

Sale Items

Sale, discounted, or promotional items are eligible for returns and refunds under the same legal cancellation rights as regular-priced items, provided they meet the conditions of this policy. This does not affect your statutory rights.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send an email to: hello@alniza.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

ALNIZA TOTEPACK is designed in the United Kingdom and assembled in Germany and China. For returns, please contact us at: hello@alniza.com

After we provide your return instructions, you are responsible for sending the item back to the return address we provide, unless the item is faulty, damaged, incorrect, or the return is due to an error on our part.

If you cancel your order under your legal cancellation rights, we will refund the standard outbound delivery cost if you paid one. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Returns

You have the right to return any product purchased from ALNIZA TOTEPACK within 14 days from the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

Return Process
To start a return, please contact us at hello@alniza.com within the applicable return period. Please include your order number, the email address used for the order, and a brief description of your request.

Once we receive your request, we will confirm the return instructions and provide the correct return address. Please do not send your item back before receiving return instructions from us, as the return address may differ from our registered business address or the original shipping address.

Returns sent without prior return instructions may experience processing delays, especially if we cannot identify the order or match the returned item to your request.

Return Address
The correct return address will be provided after you contact us and we confirm your return instructions. Return addresses may vary depending on your location, the item, and the fulfilment process.

Please do not send returns to our registered business address unless we have specifically instructed you to do so. Items sent to the wrong address may be delayed or may not be possible to process if they cannot be matched to your order.

Return Costs

Customers are responsible for return shipping costs unless the return is the result of an error on our part or the product is defective/wrong variant.

Occasionally, orders may experience delays due to customs clearance or local delivery procedures, which are outside our direct control. We will do our best to support you with tracking information and updates where possible.

Return Authorization

Once your return request is approved, you will receive a Return Authorization (RA) number along with instructions on how to proceed with the return.

In some cases, we may not be able to provide a prepaid return label directly. If this applies, we will provide clear return instructions by email.

If your package arrives damaged, defective, or contains the wrong variant, we will cover the return shipping costs. You will also receive a voucher code to use during the return process.

For all other return reasons, the customer is responsible for return shipping costs. We recommend using a trackable shipping method.

Return Orders with Issues: Damaged / Wrong Item

Products that are incorrect, defective, or damaged during transit are eligible for return. The item must remain unused and in its original packaging.

After reviewing your request, we will issue an RA number and provide instructions for the return process. You must ship the item within 14 days of receiving the RA number.

Once we receive the returned product, it will be inspected for eligibility. If approved, we will process either a replacement or a refund according to your preference.

Exchange Requests

Exchanges are only valid within the specified return period, typically within 14 days from the delivery date.

Please ensure that the product is securely packaged to prevent damage during transit. Exchanges are only available for products of equal value. If the replacement item has a different value, the customer will be responsible for paying the price difference.

Customers are responsible for return shipping costs.

Return Exceptions / Non-Returnable Items

All returns must meet the following conditions:

Unused: Products must remain in their original condition. We cannot process returns for used items.
Damage-Free Requirement: Products must show no signs of damage unless they were received damaged.
Special Exception

In certain cases, we may choose to send you a replacement item without requiring the original item to be returned. However, if you are not satisfied with the replacement item, both the original and replacement items must be returned to qualify for a refund.

Please note that this is a one-time exception. Any future replacements will only be issued after the items are returned.

Deductions From Refunds
We do not charge any restocking, handling, or administration fees for returns made under your legal cancellation rights.

However, we may make a reasonable deduction from your refund if the item has been used, damaged, altered, or handled beyond what is necessary to inspect it, and this has reduced its value.

You are allowed to inspect the item in the same way you would in a physical store. No deduction will be made simply for opening the package or checking the item.

If a deduction applies, the amount will be based on the loss in value of the item and will be explained to you clearly.

Changes to the Return Policy

ALNIZA TOTEPACK reserves the right to modify or update this return policy at any time. Any changes will become effective immediately upon posting on our website.

If you have any questions regarding our return policy, please contact our customer service team at: hello@alniza.com