Refund policy
This Refund & Returns Policy explains how we handle refund and return requests for purchases made through Alcura.
This policy applies solely to refunds and returns and should be read independently from our Shipping Policy and Money-Back Guarantee Policy.
Refunds are not automatic and are reviewed on a case-by-case basis to ensure fairness, transparency, and operational integrity.
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1. Refund Eligibility Overview
Refunds or returns may be considered under the following circumstances:
• Order not received
• Product damaged or defective on arrival
• Incorrect product received
• Product dissatisfaction within the applicable guarantee period
All claims are subject to verification. Depending on the nature of the claim, we may require video evidence from the customer and/or confirmation from our delivery logistics partners before a resolution is considered.
Refunds are subject to the conditions outlined below and are not guaranteed in all situations.
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2. Refund Eligibility Scope
To remain fair while preventing misuse of our policies:
- Refund eligibility applies to the entire order, not individual units
• If an order contains multiple units of the same product, a refund (if approved) will apply to all units within that order
• Partial, per-unit refunds are not issued by default unless explicitly determined by Alcura on a case-by-case basis
Refund approval is still subject to:
• Claim validity
• Evidence provided
• Compliance with all conditions outlined in this Refund & Returns Policy
Approval of a refund for an order does not imply automatic approval for future orders.
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3. Orders Not Received
If you believe your order has not been received, verification is required before a resolution can be issued.
You must first contact the local last-mile delivery carrier to inquire about the delivery status of your parcel.
If the parcel remains undelivered after two confirmed attempts with the carrier, you must provide proof of contact.
In addition, we will independently contact our delivery logistics partners to verify the delivery status. A refund or reshipment will not be issued until delivery confirmation has been reviewed and verified internally.
If, after both customer and internal verification attempts, a definitive resolution cannot be reached, the final determination will be based on the official carrier tracking status.
- If the tracking status confirms Delivered, this will be considered final
• Orders marked as Delivered by the carrier are not eligible for refunds or reshipments
Once verification is completed, one of the following resolutions may be offered at our discretion:
• A refund, or
• A reshipment on a case-by-case basis
The resolution method will depend on claim verification, carrier confirmation, and operational feasibility.
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4. Damaged or Defective Products
If you receive a product that is damaged or defective, please notify us promptly so we can assist.
To be eligible for a resolution:
• You must provide clear video evidence showing the issue
• Claims must be submitted within 7 days of delivery
Once verified:
• We will offer a replacement as the first resolution
• If you decline the replacement, we may issue a refund in accordance with this policy
Claims submitted outside the 7-day window may not be accepted.
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5. Incorrect Items Received
If you receive an incorrect product:
• You must contact us within 7 days of delivery
• Clear video evidence showing the item received is required
Once verified:
• We will arrange a replacement at no additional cost, or
• Issue a refund in accordance with this policy
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6. Product Dissatisfaction
If you are dissatisfied with the product, refund eligibility is assessed within the applicable guarantee period.
Refunds for dissatisfaction are handled as follows:
• Refunds are not guaranteed to be full
• A partial refund may be offered depending on:
• product usage
• claim details
• video evidence provided
Refund amounts are determined internally to ensure fairness while preventing misuse of the policy.
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7. Reshipment Limits
To prevent abuse while remaining fair:
• Each order is eligible for a maximum of 1 reshipment
• Once this limit is exceeded:
• No further reshipments will be provided
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8. Non-Refundable & Non-Acceptable Scenarios
Refunds, returns, or claims will not be accepted under the following circumstances:
• Non-delivery caused by an incorrect or incomplete shipping address provided by you
• Parcels that are refused upon delivery
• Delays, holds, or non-delivery caused by customs requirements where you fail to cooperate or provide requested information
• Orders that remain in normal shipping status but are subjectively considered by you to be “too slow”
• Claims submitted outside the required evidence or reporting windows
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9. Non-Refundable Items
The following items or costs are non-refundable:
• Shipping fees
• Shipping protection services
• Gift cards
These items cannot be refunded once an order has been shipped.
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10. Force Majeure (No Refunds Accepted)
Refunds will not be issued for delays, disruptions, or failures in delivery caused by events beyond our reasonable control, including but not limited to:
• Severe weather conditions
• War, conflict, or military actions
• Labor strikes or industrial actions
• Government regulations or changes in customs policies
• Uncontrollable logistics disruptions
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11. Evidence Requirements
To process any refund or return request, you may be required to provide evidence, including:
• Damaged or defective products: clear video evidence
• Incorrect items: clear video evidence
• Product dissatisfaction: video evidence demonstrating product condition and use
• Non-delivery claims: proof from the last-mile delivery carrier
Photo-only evidence may not be sufficient. Failure to provide requested video evidence or cooperate with verification procedures may result in the claim being denied.
Incomplete, unverifiable, or missing evidence may result in the claim being denied.
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12. Refund Processing
Once a refund is approved:
• Refunds are processed within 3–7 business days
• Refunds are issued to the original payment method only
Please allow additional time for your bank or card provider to post the refund.
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13. EU Consumer Rights
If your order is shipped within the European Union, you have a 14-day legal right to cancel your purchase, starting from the day your order is delivered.
Conditions:
• Items must be returned in their original condition and packaging
• Orders cannot be cancelled while in transit
• This statutory right exists in addition to, and does not replace, our other policies
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14. Order Cancellations
Order cancellations are only accepted if requested within 12 hours of purchase.
If a cancellation request is submitted after the 12-hour window:
• The order may already be in processing or shipped
• We are not liable for cancellation, refund, or reversal
• The request will be handled under the applicable refund or return sections of this policy instead
Cancellation requests outside the 12-hour window are not guaranteed and may be denied.
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15. Final Determination
All refund and return decisions are made based on:
• claim validity
• evidence provided
• logistics verification
• operational feasibility
We reserve the right to deny any refund or return request that does not meet the conditions outlined in this policy.
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END OF REFUND & RETURNS POLICY
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Money-Back Guarantee Policy
This Money-Back Guarantee Policy explains the conditions under which Alcura offers a money-back guarantee. This policy applies only to the money-back guarantee and should be read independently from our Refund & Returns Policy and Shipping Policy.
The purpose of this guarantee is to give you confidence when trying Alcura, while ensuring the guarantee is used fairly and responsibly.
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1. 60-Day Money-Back Guarantee
Alcura offers a 60-day money-back guarantee starting from the date your order is delivered.
This guarantee allows you to try the product and determine whether it is suitable for you, subject to the conditions outlined below.
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2. Eligibility Requirements
To be eligible for the money-back guarantee, all of the following conditions must be met:
• The request must be submitted within 60 days of confirmed delivery
• The customer must complete and submit the Alcura Money-Back Guarantee Request Survey
• The customer must provide supporting evidence explaining why the product did not meet expectations (including photos and/or video, where applicable)
• The customer must have made a genuine attempt to use the product as directed
Unit Eligibility Clarification
• The money-back guarantee applies to all eligible units within the same order
• If an order includes multiple units (e.g. 2 or 3 bottles), all units in that order may be considered under the guarantee
• Refund approval and amount remain subject to internal review based on:
• usage details
• evidence provided
• claim validity
Important Limitations
The money-back guarantee is not intended to cover:
• Misuse or incorrect application
• Abuse of the guarantee system
• Attempts to obtain free products
• Claims submitted without required evidence or survey completion
Failure to meet any of the eligibility requirements may result in the request being denied.
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3. What the Guarantee Covers
The money-back guarantee applies when all eligibility requirements are met and:
• You do not experience the expected cooling sensation or comfort after at least 30 days of consistent use
• You remain dissatisfied with the product despite following the recommended usage instructions over that period
The guarantee is intended to allow sufficient time for proper evaluation of the product’s effects and performance.
In these cases, a refund may be issued in accordance with:
• This Money-Back Guarantee Policy
• The Refund & Returns Policy
Refunds are not automatic and remain subject to internal review, evidence submission, and verification.
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4. What the Guarantee Does Not Cover
The money-back guarantee does not apply to:
• Shipping fees
• Shipping protection services
• Gift cards
• Orders affected by incorrect or incomplete address information provided by you
• Delays or non-delivery caused by customs issues, force majeure events, or factors outside of our control
The guarantee does not cover circumstances unrelated to product performance, including logistics issues, address errors, or external disruptions.
Refund eligibility under the money-back guarantee applies only to the units included in the original order that qualify for the guarantee, subject to usage, evidence, and review requirements outlined in this policy.
These exclusions are designed to ensure fairness while preventing misuse of the guarantee.
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5. Resolution Process
When a money-back guarantee request is submitted:
• You must complete and submit the Alcura Money-Back Guarantee survey, which may require written responses and supporting photo or video evidence regarding your experience
• We may review the information provided in the survey to assess eligibility and claim validity
• We may offer a replacement or alternative resolution before issuing a refund
• Refunds are not automatic and are subject to internal review and approval
Any refund issued under the money-back guarantee will follow the processing rules and timelines outlined in our Refund & Returns Policy.
Failure to submit the required survey or requested evidence may result in the request being denied.
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6. Refund Amounts
Refunds issued under the money-back guarantee:
• Are limited to one (1) item per order
• May be issued as a partial or full refund, depending on circumstances
• Are processed to the original payment method only
Refund processing times are outlined in the Refund & Returns Policy.
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7. How to Request the Money-Back Guarantee
To request a refund under the money-back guarantee, please contact us within 60 days of delivery at:
Please include:
• Your order number
• A brief description of your experience
Providing complete information helps us process your request more efficiently.
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8. EU Consumer Rights
If your order is shipped within the European Union, you may also be entitled to a 14-day statutory right of withdrawal, which exists independently of this money-back guarantee.
The statutory right of withdrawal does not override the conditions of this policy beyond what is required by law.
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9. Final Determination
All money-back guarantee requests are reviewed on a case-by-case basis.
We reserve the right to deny requests that do not meet the conditions outlined in this policy or that conflict with our Refund & Returns Policy.
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📧 Need Help?
If you have questions about this policy or need assistance, please contact us at:
support@tryalcura.com