Refund policy
At Alvoryn, we want our customers to feel confident when shopping with us. Please read our Return and Refund Policy carefully before placing an order.
By purchasing from our store, you agree to the terms below.
Return Window
Customers may request a return within 30 days of receiving the order.
To be eligible for a return, the item must be:
- Unused
- Undamaged
- In its original condition
- In its original packaging, if applicable
- Free from stains, marks, odors, or signs of use
- Accompanied by proof of purchase or order confirmation
Items that have been used, damaged, altered, washed, or returned without approval may not be accepted.
How to Request a Return
To start a return, please contact us at:
Email: axelsamuelcastro0123@gmail.com
Please include the following details in your email:
- Full name
- Order number
- Email address used at checkout
- Reason for return
- Photos or videos if the item is damaged, defective, or incorrect
Please do not send any product back without contacting us first. Returns sent without prior approval may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
If your return request is approved, we will provide return instructions. The return address may vary depending on the product and fulfillment location.
Original shipping costs are non-refundable unless the return is due to our mistake.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please send clear photos or videos showing:
- The product
- The packaging
- The shipping label
- The damaged, defective, or incorrect part
After reviewing the issue, we may offer a replacement, refund, or another suitable solution.
Non-Returnable Items
For hygiene, safety, and product condition reasons, the following items may not be eligible for return:
- Used kitchen tools
- Used food storage products
- Opened or used food-contact items
- Items damaged by customer misuse
- Items missing parts or packaging
- Final sale items
- Gift cards
- Items returned without approval
Kitchen and food storage items must be unused and clean to qualify for return.
Refunds
Once we receive and inspect the returned item, we will notify you whether your refund has been approved or rejected.
If approved, the refund will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
We only replace items if they are damaged, defective, or incorrect.
If you want a different item, size, or color, you may need to return the original item first and place a new order.
Order Cancellations
Orders can only be cancelled within 12 hours after purchase, or before the order has been processed for fulfillment.
Once an order has been processed or shipped, it cannot be cancelled. After receiving the item, you may request a return if the item qualifies under this policy.
Incorrect Shipping Address
Customers are responsible for providing the correct shipping address at checkout.
If you entered an incorrect address, please contact us immediately at:
axelsamuelcastro0123@gmail.com
We can only update the address before the order has been processed or shipped.
If an order is delivered to the wrong address because incorrect information was provided by the customer, we are not responsible for lost packages or reshipping costs.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please:
- Check your bank account again.
- Contact your credit card company.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
axelsamuelcastro0123@gmail.com
Contact Information
For return, refund, or order-related questions, please contact us:
Email: axelsamuelcastro0123@gmail.com
Business Address: Barquisimeto, Barquisimeto 3001 Lara, Venezuela