Return and Refund Policy

60-Day Returns

We accept returns of defective and non-defective products within 60 days of receiving your order.

To be eligible for a voluntary return, the item must be new, unworn, unused and unwashed, with its tags attached and in its original packaging. A receipt or proof of purchase may also be required. These product-condition requirements do not limit your statutory rights where an item is defective, damaged, incorrect or not as described.

Requesting a Return or Exchange

Before sending anything back, contact us at contact.alyxen@gmail.com and provide your order number, the item concerned and the reason for your request. For a defective, damaged or incorrect item, include photographs that clearly show the issue.

If your request is accepted, we will provide the return address and shipping instructions. Items sent without a prior request may be refused.

Return Method and Costs

Returns must be sent by post.

For a voluntary return or exchange resulting from a change of mind, size, colour or personal preference, return shipping costs are the customer’s responsibility. The customer must arrange and pay for the return shipment. We recommend using a tracked service and keeping proof of postage until the request has been fully processed.

If the item received is defective, damaged, incorrect or not as described, ALYXEN will cover reasonable return shipping costs or provide a prepaid return label, depending on the circumstances and applicable law.

No restocking fee is charged.

Original delivery charges are not refundable for a voluntary return unless a refund is required by applicable law. They will be refunded where the return results from an error on our part, to the extent required by law.

Exchanges

We accept exchanges within 60 days of receiving the order, provided that the item meets the return conditions above and the requested product is available.

An item may be exchanged:

• for the same product in a different size or colour; or
• for another product whose price is exactly equal to the amount actually paid for the returned item, after any discounts and promotions applied to the order have been taken into account.

We do not offer a direct exchange for a product with a higher or lower price. In that situation, the original item must be returned for a refund and a separate new order must be placed. Exchanges are subject to availability when processed and are not reserved until the request has been accepted.

For a voluntary exchange, return shipping costs remain the customer’s responsibility. If the exchange is required because an item is defective, damaged, incorrect or non-conforming, ALYXEN will cover reasonable return costs and the shipment of the replacement product.

Damaged, Defective or Incorrect Items

Inspect your order upon receipt and contact us as soon as reasonably possible if an item is defective, damaged, incorrect or not as described. We will assess the situation and provide an appropriate remedy. Depending on the circumstances and applicable law, this may include a repair, replacement, price reduction or refund.

Exceptions and Non-Returnable Items

The following items cannot be returned solely because of a change of mind, unless applicable law provides otherwise:

• custom-made or personalised products;
• sealed products that are unsuitable for return for health-protection or hygiene reasons once the seal has been removed;
• gift cards.

Sale items may be returned or exchanged under the same conditions as full-price items. The exceptions above do not limit your statutory rights relating to defective, damaged, incorrect or non-conforming products.

14-Day Statutory Right of Withdrawal

Where the law of the delivery country grants a right of withdrawal for distance purchases, including in the European Union, the European Economic Area and the United Kingdom, you may notify us of your decision to cancel the order within 14 days of receiving the goods, without giving a reason.

To exercise this right, send a clear statement to contact.alyxen@gmail.com before the deadline expires. After notifying us, return the products within the applicable statutory period. You may inspect the item as you would in a physical shop, but a deduction may be made if it has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Unless the item is defective, damaged, incorrect or non-conforming, the direct cost of returning it is the customer’s responsibility. Where required by law, the original standard delivery charge will be refunded; additional costs resulting from a delivery method more expensive than the standard option will not be refunded. We may withhold the refund until we receive the returned goods or proof that they have been sent, whichever occurs first.

This statutory right is provided in addition to our voluntary 60-day return policy. Statutory exceptions to the right of withdrawal remain applicable.

Refunds

We will notify you after receiving and inspecting your return. If the refund is approved, it will be issued to the payment method used for the order within a maximum of 10 business days after receipt and inspection of the return, subject to any shorter or more favourable statutory deadline.

Your bank, payment provider or card issuer may need additional time to display the refund. If more than 15 business days have passed since we confirmed that your refund was approved, contact us at contact.alyxen@gmail.com.

Statutory Rights

This voluntary policy does not limit, replace or exclude any mandatory consumer rights granted by the law of the country to which the order is delivered. Where applicable law provides more favourable rights, those rights prevail.