Change of Mind Returns | EU RegionUpdated an hour ago

PART ONE | YOUR STATUTORY RIGHT OF WITHDRAWAL

As an EU customer, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason and without penalty. 

This right exists independently of, and in addition to, our standard 30-day change of mind policy.

- Submit your withdrawal notification within 14 days of receiving your order.
 - You then have a further 14 days to return the item.
 - All items are eligible, including sale items. Sale pricing does not affect your statutory rights.
 - Upon receiving your returned item, we will refund your full purchase price including standard outbound shipping within 14 days.

 Please note:
 - If you selected an express or upgraded shipping option, only our standard shipping rate is refundable.
 - Return shipping costs are at your expense.
 - If an item is returned in a condition beyond what was reasonably necessary to assess it - for example, showing signs of use or wear - we reserve the right to deduct an amount reflecting the diminished value from your refund.
 

PART TWO | STANDARD 30-DAY POLICY
Beyond your 14-day statutory right, we accept change of mind returns within 30 days of receiving your order.

The following conditions apply:
To be eligible, your return must meet all of the following:

• The return is submitted within 30 days of receiving your order.
• The item is not a gift voucher.
• The item is accompanied by proof of purchase.
• The item is returned in its original condition: unused, unwashed, with tags attached, all straps and inclusions intact (incl. dust bags), and original packaging and fill included.

Please note that return shipping costs are at the customer's expense. Refunds will be processed back to the original payment method, including gift cards.

RETURNS ON SALE ITEMS
Items purchased on Final Sale are not eligible for return under our standard 30-day policy, unless deemed faulty. However, all sale items remain eligible under your 14-day statutory right of withdrawal.

PREFECTLY IMPERFECT ITEMS
Perfectly Imperfect items are not eligible for change of mind return or refund, unless found to have a functional fault not outlined in the product description.

BUNDLES, GIFT SETS, AND CARABINER CAPSULES
Items purchased as part of a Bundle, Gift Set, or Carabiner Capsule at the bundle discount must be returned in full. Partial returns from bundled sets are not accepted.

DUTIES & TAXES
Duties and taxes are non-refundable on change of mind returns. These charges are paid directly to your local customs authority and are not collected or retained by alf the label. A breakdown can be found in your original order confirmation email.

LOST OR DAMAGED RETURN PARCELS
Alf the Label is not liable for parcels lost or damaged in transit during the returns process.

REFUSED SHIPMENTS
Refusing delivery is not a recommended method for change of mind returns. Return-to-sender shipments can be unreliable and may take significantly longer to be returned to our warehouse than standard return methods. Any return shipping fees charged by the courier remain the responsibility of the customer, and delays in receiving these charges may further extend refund timeframes. For the smoothest and fastest return process, we recommend lodging a return through our standard returns portal.

LOST OR DAMAGED RETURN PARCELS
Alf the Label is not liable for any lost or damaged packages in transit during the returns process.

PART THREE | PROCESS
To exercise your statutory right of withdrawal, notify us within 14 days of receiving your order by contacting our customer service team or by completing the EU Model Withdrawal Form HERE.

For standard 30-day returns, proceed directly to the below steps.

1. LODGE YOUR RETURN
If your return request is eligible, enter your order number along with either your email address or shipping postcode to begin.

Returning a gift? Be sure to select "Start a Gift Return" before starting your return request.

START YOUR RETURN HERE

2. SEND YOUR ITEM/S BACK
Once your return is approved, your return must be sent back to us within 7 days of receiving your return confirmation.
Depending on your location, a pre-paid return label will be generated for you, with the cost deducted from your final refund. Alternatively, you will be prompted to arrange your own return shipping via a tracked service.

• Customers in the United States: returns are sent to our warehouse in California, USA.
• Customers in all other regions: returns are sent to our warehouse in Sydney, Australia.

Please pack your items securely in a postage box or the original packaging to protect the contents in transit.

3. REVIEW AND PROCESS
Once your parcel arrives at our warehouse, our team aims to process returns within 3-5 business days. 

To track your return, use the tracking details provided with your prepaid or sourced label. If you arranged your own postage, use the tracking number provided by your chosen carrier.

• Statutory withdrawal refunds: processed within 14 days of receiving your returned item, including standard outbound shipping.
• Refunds: returned to your original payment method within 1-5 business days of processing, depending on your bank.
• Exchanges: your replacement item will be packed and tracking details sent by email once on its way.
• Store Credit: emailed to you as soon as your return has been received and processed.