Refund policy

Last updated: July 23, 2026

We want you to feel comfortable and confident in every Aloveta piece. If something is not quite right, we are here to help. This policy explains when an item is eligible for return, how to start a return, and when to expect a refund.

On This Page

  1. 30-Day Return Window
  2. Return Eligibility
  3. Fit, Style or Change-of-Mind Returns
  4. Damaged, Defective or Incorrect Items
  5. Non-Returnable Items
  6. How to Start a Return
  7. Exchanges
  8. Refunds
  9. Order Changes & Cancellations
  10. Contact Us

1. 30-Day Return Window

You may request a return within 30 days after your order is delivered.

To meet the deadline, email us at {{SUPPORT_EMAIL}} before the 30-day period ends. Do not send an item back before receiving return authorization and instructions from our team.

2. Return Eligibility

To be eligible for return, an item must be:

  • In the same condition in which you received it;
  • Unworn, unused, unwashed, and free from stains, fragrance, deodorant, makeup, pet hair, or other signs of wear;
  • Returned with original tags, hygiene seals or liners (where applicable), accessories, and packaging; and
  • Accompanied by the order number or other proof of purchase.

We may decline a return if the item does not meet these conditions, except where the item is defective or applicable law requires otherwise.

3. Fit, Style or Change-of-Mind Returns

If an eligible item arrived as ordered but the fit, color, or style is not right for you, or you have changed your mind, you may request a return within the 30-day return window.

For these customer-preference returns, the customer is responsible for the return shipping cost. We recommend using a trackable shipping service and keeping the shipping receipt until the return is complete.

Aloveta is not responsible for a customer return parcel that is sent without authorization, sent to the wrong address, or lost before it reaches the return facility.

4. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is defective, damaged in transit, incomplete, or different from what you ordered, contact us as soon as possible at {{SUPPORT_EMAIL}}.

Please include:

  • Your order number;
  • A short description of the issue;
  • Clear photos or a short video showing the item, label, and problem; and
  • Photos of the outer packaging if the parcel was damaged in transit.

After review, we will provide an appropriate remedy, which may include a replacement, refund, or other solution required by applicable law. If we ask you to return an item because of our error or a confirmed defect, Aloveta will provide return instructions and cover the reasonable return shipping cost.

5. Non-Returnable Items

The following items are not eligible for return, except where defective or where applicable law requires otherwise:

  • Gift cards;
  • Items clearly marked “Final Sale” or non-returnable on the product page before purchase;
  • Personalized or custom-made items;
  • Underwear, panties, or other intimate garments that have been worn or opened after delivery where supplied in sealed hygiene packaging;
  • Swimwear with the hygiene liner or seal removed, or showing signs of wear; and
  • Items that are washed, altered, damaged after delivery, or otherwise not in resalable condition.

If you are unsure whether an item is eligible, contact us before opening sealed hygiene packaging or removing a hygiene liner.

6. How to Start a Return

  1. Email {{SUPPORT_EMAIL}} with your order number, the item and variant you want to return, and the reason for return.
  2. Wait for our return authorization, return address, and packing instructions.
  3. Pack the item securely and send it to the exact address provided by our team.
  4. Reply to the same email thread with the return tracking number.

Do not return merchandise to the address printed on the original parcel unless our team confirms that address in writing. Unauthorized returns or returns sent to a different address may not be accepted.

The appropriate return location may vary by order and destination. Our customer service team will confirm the correct return address after approving your request.

7. Exchanges

The fastest way to receive a different size, color, or style is to return the original item and place a new order after your return has been approved.

If we offer a direct exchange for your order, our team will explain availability, shipping responsibility, and next steps in the return authorization email. Replacement stock is not reserved until an exchange is confirmed.

8. Refunds

After your return is delivered and inspected, we will email you to confirm whether the refund is approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank, card issuer, or payment provider may need additional time to post the credit to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, contact us at {{SUPPORT_EMAIL}}.

We cannot normally send a refund to a different card, bank account, or payment method. If the original payment method is no longer available, contact your payment provider and our customer service team for assistance.

9. Order Changes & Cancellations

If you entered the wrong size, color, or address, or want to cancel an order, contact us as soon as possible. We will try to help, but changes and cancellations are not guaranteed after an order enters processing or has been dispatched.

Once an order has shipped, it cannot be cancelled. You may request a return after delivery in accordance with this policy.

10. Contact Us

Email: {{SUPPORT_EMAIL}}
Phone: {{PHONE_NUMBER}}
Customer service hours: Monday to Friday, 9:00 AM–6:00 PM Eastern Time (North America support hours)

{{LEGAL_COMPANY_NAME}} (Company Registration No. {{COMPANY_REGISTRATION_NUMBER}}), {{REGISTERED_ADDRESS}}.

This policy is in addition to, and does not limit, any mandatory rights or remedies available under the consumer laws that apply to you.