Refund policy

RETURNS & REFUNDS

You have 90 days from delivery to request a voluntary return of an eligible Alpivana product. Your legal rights for defective goods remain separate.

01. 90-day return window

The 90-day period starts on the day you receive your order. This is Alpivana’s voluntary store policy.

02. How to request a return

Email contact@alpivana.shop with your name, order number and the item you wish to return.
Wait for Alpivana to reply with the return instructions, return address and any applicable shipping cost.
Pack the item securely and send it using the method provided.

Please do not send a return to the dispatch address without receiving return instructions first.

03. Return condition

For a change-of-mind return, the product should be unused, complete and in its original condition. Keep the original packaging where possible. If an item has been assembled, installed, filled, used outdoors or shows signs of wear, contact Alpivana before returning it; eligibility is assessed based on the item’s condition.

Standard handmade products are not excluded just because they are handmade. Any product-specific return conditions are shown on its listing before purchase.

04. Return shipping

Contact Alpivana before shipping a return. The return method and any return-shipping cost will be explained before the return is arranged. If an item is damaged, incorrect or defective, contact us so the issue can be handled separately.

05. Refunds

Once a return is approved and any required inspection is complete, Alpivana aims to process the refund within 7 business days. Refunds are normally sent to the original payment method. Your bank or payment provider may need additional time before the funds appear.

06. Damaged, incorrect or defective products

If an item arrives damaged or incorrect, email your order number, a description and clear photos of the product and packaging as soon as possible. Applicable warranty rights for defective goods under Swiss law are separate from this voluntary return policy. For consumer purchases of new goods, Swiss law generally provides a two-year limitation period for warranty claims; available remedies depend on the circumstances and applicable law.