Refund and Returns Policy

WHAT IS YOUR RETURNS POLICY?

It’s important to us that you’re completely satisfied with your purchase, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within a total of 7 days of the date received.  The customer must request a refund within 3 days of receiving the parcel and it must be dispatched back within 7 days of the date received. For hygiene reasons, some products are non-returnable. This is indicated in the product description.

When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags which may be on the products. all returned products will be inspected.

To return an item, please contact us on info@alkisa.co.uk. State the reason for returning it or what you would like in exchange or if you request a refund. We will get back to you with details of the process and return address. We do not cover costs of postage delivery for unwanted returned items however in the case of a faulty item, postage will be covered.

HOW DO I RETURN AN ITEM?

Please follow the below process for returning your parcel to us:

• Re-pack the item in its original packaging with labels and tags still attached on items which contain tags.
• Contact us on info@alkisa.co.uk stating what items you would like to return and reasons why please include your order number .
• Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
• Keep your certificate of postage safe as you will need this as your proof of returns in the rare case of parcel getting lost.

Our team will inspect products when returned and the item price will be refunded to you. Please note postage cost for unwanted products retuned will not be refunded.

HOW DO I RETURN A FAULTY ITEM?

We take every care to ensure that items are thoroughly checked for faults upon dispatch. Often we carry out numerous verification checks on items, to ensure that you receive products of the highest quality. However, there are times where faults are overseen, and you may receive a faulty item. In this case, please contact us within 3 days of receiving your order to request a refund. Email us on info@alkisa.co.uk stating the fault within the item. We will only cover postage cost in this case for the item returned to us via standard post. We will not cover courier charges or Express Delivery charges. Please retain proof of postage.

HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?

If you would like to return an item, we will refund you within 15 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 7 day returns period or is faulty. Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

CAN I EXCHANGE AN ITEM?

To exchange an item you will need to return the product and re purchase another product as you would have done originally. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.

MY RETURN WAS PROCESSED BUT I WASN’T REFUNDED MY DELIVERY CHARGE?

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled before the item was shipped out or if the entire order was faulty. If you feel there is other mistakes in the amount refunded please contact us on our Contact Us form or email us on info@alkisa.co.uk.