Refund policy
This Return and Refund Policy applies to eligible purchases made through alloyapparel.shop.
We want customers to understand clearly how cancellations, withdrawals, returns, defective products and refunds are handled.
Nothing in this policy limits any mandatory consumer right available under German or European Union law.
For assistance:
Email: info@alloyapparel.shop
Statutory Right of Withdrawal
Consumers who purchase eligible goods online generally have the right to withdraw from the purchase contract within 14 days without giving a reason. For goods, the period generally begins when the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
Where one order contains several goods delivered separately, applicable law determines when the withdrawal period begins.
To meet the deadline, it is sufficient for the customer to communicate the decision to withdraw before the withdrawal period expires.
How to Exercise the Right of Withdrawal
A customer may exercise the right of withdrawal by sending a clear statement indicating the decision to withdraw from the contract.
Customers may contact:
Email: info@alloyapparel.shop
The message should preferably include sufficient information for us to identify the relevant transaction, such as:
- Customer name;
- Order number;
- Email address used for the order; and
- Product or products concerned.
Providing this information helps us process the request efficiently.
A reason for withdrawal is not required.
Electronic Withdrawal Function
For covered online consumer contracts, alloyapparel.shop will make an electronic withdrawal function available in accordance with applicable requirements.
From 19 June 2026, covered EU online stores must provide consumers with a clear electronic mechanism for exercising the statutory withdrawal right. Shopify describes this as a clearly visible button or link with a confirmation process and electronic acknowledgement.
Customers may therefore exercise an eligible withdrawal through the electronic withdrawal function made available through the store, where applicable.
Use of the electronic withdrawal function is not intended to prevent customers from using another legally valid method of communicating withdrawal.
Return of Goods Following Withdrawal
After exercising an eligible withdrawal right, customers must return the relevant goods in accordance with the instructions provided.
The goods should generally be dispatched without undue delay and within the statutory return period applicable after the withdrawal declaration.
German law provides for the relevant obligations following withdrawal, including the general 14-day period for returning received performances.
Customers should contact info@alloyapparel.shop for return instructions before sending a parcel so that the correct return destination and handling instructions can be provided.
A customer's statutory withdrawal is not dependent on our prior approval.
Condition of Returned Products
Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Customers may be responsible for diminished value where goods have been handled beyond what is reasonably necessary for such inspection, to the extent permitted by applicable law.
Whenever reasonably possible, returned goods should include:
- The relevant product;
- Original accessories;
- Original product components; and
- Original packaging where available.
The absence of original packaging does not automatically remove mandatory statutory rights.
Clothing and Apparel
For apparel products, customers are encouraged to try items carefully and avoid unnecessary handling.
Returned apparel should, where reasonably possible:
- Be clean;
- Not have been unnecessarily worn;
- Not have been washed;
- Not have been altered;
- Not have been intentionally damaged; and
- Include attached product tags where they remain reasonably available.
These expectations do not prevent reasonable inspection or fitting consistent with statutory consumer rights.
Return Shipping Costs for Ordinary Withdrawal
For a return made solely because the customer exercises the statutory withdrawal right and the product is not defective, the customer is responsible for the direct cost of returning the goods, unless alloyapparel.shop expressly agrees otherwise.
EU guidance permits the consumer to bear direct return postage costs where the consumer was properly informed of that obligation before purchase.
Original standard outbound delivery charges will be handled in accordance with applicable withdrawal law.
Because standard shipping from alloyapparel.shop is free, there is ordinarily no standard outbound shipping charge paid by the customer.
Defective, Damaged or Incorrect Products
Different rules apply when goods are:
- Defective;
- Damaged;
- Incorrect;
- Materially different from their description; or
- Otherwise non-conforming.
Please contact:
Customers should provide the order number and an explanation of the problem. Photographs may be requested where reasonably helpful to assess damage or an incorrect product.
For defective goods, the trader is responsible for appropriate statutory remedies and the necessary cost of returning defective goods.
Depending on applicable law and circumstances, remedies may include:
- Repair;
- Replacement;
- Price reduction; or
- Refund.
Nothing in this policy limits statutory conformity rights.
Legal Guarantee
Goods sold to consumers are protected by mandatory legal conformity rights.
EU consumer rules provide a minimum two-year legal guarantee where goods are faulty or do not conform to what was agreed or advertised. Depending on the circumstances, customers may have rights to repair, replacement, price reduction or refund.
This legal guarantee is separate from the 14-day withdrawal right.
The withdrawal right allows qualifying consumers to change their mind within the applicable period.
The legal guarantee relates to defects or non-conformity.
Refunds Following Withdrawal
Where a customer validly exercises the right of withdrawal, we will refund amounts required by applicable law.
Refunds will generally be made using the same payment method used for the original transaction unless another method has been expressly agreed and does not impose additional costs on the customer.
Where legally permitted, reimbursement may be withheld until:
- The returned goods have been received; or
- The customer provides appropriate evidence that the goods have been sent back,
whichever occurs first.
German withdrawal rules generally require the relevant reimbursements to be made within the statutory timeframe, subject to lawful withholding pending return or evidence of dispatch.
Refund Processing
Once an approved or legally required refund is issued by alloyapparel.shop, additional processing time may be required by the customer's bank, card provider or payment provider before the amount appears in the customer's account.
This financial-institution processing period is outside our direct control.
Original Shipping Costs
alloyapparel.shop provides free standard shipping on all orders.
Accordingly, no standard shipping amount will normally have been separately paid by the customer.
Where a customer voluntarily purchases an optional premium or expedited delivery service, reimbursement of additional delivery costs will be determined according to applicable law.
Exchanges
Where available, an exchange may be offered as a customer-service option.
Customers seeking another size, colour or product should contact:
An exchange is not intended to replace or restrict mandatory rights to withdrawal, repair, replacement or refund.
Exceptions to the Statutory Withdrawal Right
The statutory withdrawal right may not apply to certain categories of goods or services provided for by law.
Examples can include certain goods made to the consumer's specifications or clearly personalized goods and certain sealed hygiene goods after opening, where applicable.
An exception will only be relied upon when legally applicable.
Personalized Products
Products that are individually manufactured or clearly personalized specifically for a customer may be excluded from the ordinary withdrawal right where the statutory requirements for that exception are satisfied.
This exception does not remove legal rights relating to defective or non-conforming products.
Order Cancellation Before Shipment
Customers who wish to cancel an order before shipment should contact:
We will make reasonable efforts to stop fulfilment.
If the order has already entered processing or has been shipped, cancellation before dispatch may no longer be operationally possible.
This does not affect a consumer's statutory withdrawal rights.
Refused and Uncollected Deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute a legally effective withdrawal declaration.
Customers who wish to exercise the statutory withdrawal right should communicate their decision clearly using the electronic withdrawal function or by contacting info@alloyapparel.shop.
Return Packaging
Customers should package returned products appropriately to protect them during transportation.
Where possible, customers should retain evidence of dispatch until the return and refund have been completed.
Fraudulent or Abusive Returns
Nothing in this policy requires us to accept fraudulent claims, fabricated evidence, deliberate product substitution or other abuse.
We may investigate suspicious activity and take lawful steps to protect customers and the business.
This provision does not limit legitimate statutory consumer claims.
Contact
For withdrawal, return or refund enquiries:
alloyapparel.shop
Email: info@alloyapparel.shop
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