Refund policy
Exchanges, Returns and Refund Policy
At Alfavie, we work to offer quality products and a satisfying shopping experience. If, for any reason, you are not satisfied with your purchase, you may request a return under the conditions described in this policy.
1. Return request period
You have 30 calendar days from the date you receive your order to request a return.
For a return to be approved, the product must meet the following conditions:
Be unused and in the same condition in which it was received.
Keep its original packaging.
Show no damage caused by improper use.
Be accompanied by proof of purchase or order number.
2. How to request a return
To start a return, you must first contact our customer support team by writing to:
📧 contacto@alfavie.com
Your request must include:
Full name.
Order number.
Reason for the return.
Product photos when necessary.
Once we review your request, we will send you the corresponding instructions and the address where the product must be sent.
Returns sent without prior authorization will not be accepted.
3. Return shipping costs
Unless the product has a manufacturing defect or an incorrect item was sent, the shipping costs related to the return will be covered by the customer.
Shipping costs paid during the purchase are non-refundable, except when the return is due to an error by Alfavie or a defective product.
4. Damaged, defective or incorrect orders
We recommend checking your order as soon as you receive it.
If the product arrives damaged, defective or you receive an item different from the one ordered, you must notify us as soon as possible by writing to:
📧 contacto@alfavie.com
To speed up the process, we may request:
Photos of the product.
Photos of the packaging.
Photos of the shipping label.
Each case will be evaluated individually to offer the most appropriate solution.
5. Products that cannot be returned
For hygiene and health protection reasons, returns of intimate garments that have been used, washed or show signs of use will not be accepted, unless there is a manufacturing defect or an error in the order.
The following items also cannot be returned:
Personalized products.
Gift cards.
Clearance products when expressly indicated.
If you have any questions about a product before making a purchase, you can contact us and we will be happy to help.
6. Exchanges
We currently do not offer direct product exchanges.
If you want another item, you must first request a return of the product received, provided it meets the established conditions, and then place a new order.
7. Order cancellations
You may request the cancellation of your order as long as it has not yet been processed or handed over to the carrier.
Once the order has been shipped, it cannot be cancelled and the return procedure described in this policy must be followed.
8. Refunds
Once we receive the returned product, we will inspect it to verify that it meets the return conditions.
We will notify you by email if the return has been approved.
If approved, the refund will be issued using the same payment method used during the purchase.
The process may take up to 10 business days, depending on the bank or payment provider.
If more than 15 business days have passed since the refund was approved and you still have not received it, you can contact us at:
📧 contacto@alfavie.com
9. Contact
If you have any questions related to exchanges, returns or refunds, you can contact us through:
Email: contacto@alfavie.com
Our customer support team will respond to your request as soon as possible.