Returns and Complaints

EXCHANGE OF GOODS

We process returns and complaints in the store. We do not process product exchanges.
So if you want to exchange the goods, you must send the return and place a new order.

RETURN OF GOODS

Remember!
• If you have registered, log in to your account and generate an electronic refund for the selected merchandise, following the instructions below. This will get your money back into your account faster.
• It is not possible to return the goods in person.
• The goods should be carefully packed to protect them from damage during transportation. Returned goods should be in the manufacturer's proprietary packaging. This is particularly applicable to the return of shirts, which, due to their special characteristics, should be in plastic bags with stiffening and fastening elements. If the label, manufacturer's company packaging and its additional elements are missing, in accordance with the new EU directive, the store may charge the customer for the aforementioned shortcomings.
• For hygienic reasons, we do not accept returns of underwear.

• Choose how to add your return
  If you do not have an account, skip this step.
  

  If you have an account, you have two options:
  1. log in to your account and use the Add Return option - a list of all placed orders will appear. Select the correct order number from the list and click add return.
  2. go to the next step
• Go to Returns generator

  Go to the Returns generator. Enter the order number and the email address or phone number where the order was placed.

  We kindly ask you to pack the returned products carefully, which will allow our staff to process the return faster. Thank you!

• Select the goods to be returned

  Select the returned item(s) and press "Continue".

• Select the shipping method of the goods

  Now select the shipping method of the goods, click and then press "Go further".

• Select the point of delivery of the goods

  Select the appropriate return address and press "Go further".

• Choose the form of refund

  In most cases, you will receive your refund by the same method you used to pay for your order. however, to be safe, please enter your bank account number to speed up the whole process. Once you have entered your information, click Proceed further.

• Confirm the refund.

  The last step in preparing the return will be to check all the data. If they are correct, press Add return request.

Shipping address for returned products:

ALPHA FASHION SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ SP.K.
ul. Naftowa 5
65-705 Zielona Góra

Attach a sheet of paper at least half A4 size and write on it Name, email address and order number.

REFUND

You will receive a refund up to 14 days, after we receive your return shipment.

The refund is made in the same form as the payment, and in the case of payment on delivery to the courier, the refund is made only to the bank account indicated by the customer.

STORAGE COSTS

Goods returned in violation of the Terms and Conditions or applicable law will be sent back at the expense of the Customer. If the Customer does not take back the Goods returned to him, the Customer will be charged with the cost of storage of the Goods at the rate of 2.46 (two zlotys 46/100 cents) gross for each day of storage.

INFORMATION

1. Regardless of how you return the goods, they should be packed in a suitable manner to prevent damage during transportation.

2. Returned goods will be accepted only if they are sent back with complete contents (including freebies, gifts, etc.), and the product itself and accessories are undamaged.
3. For returned goods, please include a completed return form.
We do not accept any shipments sent COD! Returns sent back in this way are returned to the sender, as we are unable to receive such a package.
4. We process refunds up to 14 days from the date of receipt of the returned package.

RIGHT OF WITHDRAWAL

Right of withdrawal You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires after 14 days from the day on which you have taken possession of the item, or on which a third party other than the carrier and indicated by you has taken possession of the item.

To exercise your right of withdrawal, you must send the withdrawal form to us together with the purchased product to the above address.

In order to comply with the withdrawal period, it is sufficient for you to send information on the exercise of your right of withdrawal before the withdrawal period expires.

CONSEQUENCES OF WITHDRAWAL

You will not incur any additional charges in connection with this return, other than the cost of returning the returned product to us or any other terms and conditions, if any, that you agreed to at the time of purchase.

We may withhold the return payment until we receive the item, send you the missing or incorrect bank account number to which the return is to be made.

The deadline is met if you send the item back before the expiration of the 14-day period. You will have to bear the direct costs of returning the item.

You will be responsible for any diminution in the value of the thing, resulting from using it in a manner other than necessary to ascertain the nature, characteristics and functioning of the thing and the consent expressed during the process of purchase and return of the goods. If you withdraw from a contract concluded at a distance, the contract is considered not concluded.

COMPLAINTS

If you wish to make a complaint and have registered when placing an order, log in to your account and generate an electronic return for the selected goods according to the instructions above, attaching the complaint form you download below to the package.

The basis for initiating the complaint procedure is to send us the clean advertised goods together with the completed and signed complaint form. Dirty goods will not be subject to complaint. To complain about the goods, send them by registered mail or parcel post (for tax reasons, we do not accept parcels sent to us cash on delivery) to the address below:

ALPHA FASHION SPOLKA Z OGRANICZONA ODPOWIEDZIALNOSCIA SPOLKA KOMANDYTOWA
UL. NAFTOWA 5
65-705 ZIELONA GÓRA, POLAND

MARKED OZONEE TOGETHER WITH PROOF OF PURCHASE AND COMPLETED COMPLAINT FORM

• Choose how to add a complaint
  If you do not have an account, skip this step.
  

  If you have an account, you have two options:
  1. log in to your account and use the Add Complaint option
  2. go to the next step
• Go to Complaint generator

  Go to the Complaint generator. Enter your order number and the email address or phone number where the order was placed.

• Select the goods for complaint

  Select the product for complaint and press "Go on".

• Select the shipping method of the goods

  Now select the way to ship the goods, click and then press "Go further".

• Select the point of delivery of the goods

  Select the appropriate return address. Press "Go further".

• Choose the form of refund

  In most cases, you will receive your refund by the same method you used to pay for your order. however, to be safe, please enter your bank account number to speed up the whole process. After providing your information, click Go Next, which will confirm your complaint.

Claims for shipment with additional insurance
When receiving the shipment, open the package at the courier. In case of damage, it will be helpful for the courier to make a damage report. Then please contact us.

Terms of sale
The purchase of goods is tantamount to acceptance of ALPHA FASHION's terms and conditions. The above terms and conditions of sale apply to all transactions concluded on the basis of our online store offers.

Online out-of-court dispute resolution
At the same time we would like to inform you that you have the possibility to use the out-of-court ways of dealing with complaints and pursuing claims in accordance with the Internet Dispute Resolution procedure developed by the European Commission available on the website: https://webgate.ec.europa.eu/odr/main/?event=main.home.show