Política de reembolso

Damaged Items Policy

We take great care in packaging every order to ensure your items arrive safely. Each product is securely wrapped and protected before leaving our warehouse.

Once a package has been transferred to the shipping carrier, it is no longer under our control. While we do our best to prevent damage, issues that occur during transit must be handled according to the carrier’s claim process.

If Your Item Arrives Damaged

Please inspect your package immediately upon delivery.

If your order arrives damaged:

1. For shipments sent via USPS or UPS:
Customers are responsible for filing a damage claim directly with the carrier. We recommend keeping all original packaging materials and taking clear photos of:

• • The damaged item(s)

  • The interior packaging

  • The exterior box (including the shipping label)

These documents will be required by the carrier to process your claim.

2. For shipments sent via FedEx:
Please contact us the same day the package is received and provide your tracking number along with photos of the damage. We will file the claim with FedEx on your behalf.

Wrong or Missing Items Policy

We carefully pick, pack, and verify each order before it leaves our warehouse. However, if you receive the wrong item or believe something is missing from your shipment, please follow the steps below.

1. Inspect Your Order Immediately

Upon delivery, we ask that you open your package and review all contents to ensure everything listed on your order confirmation is included.

You are not required to begin using the products. We understand that many customers purchase in bulk; however, we do require that you check your order promptly to confirm accuracy.

2. Reporting

If there is an issue with your order:

• You must notify us within 5 days of delivery.

• Please send an email with:

  • Your order number

  • A clear photo of all items received

  • A photo of the packing slip (if included)

  • A photo of the shipping label on the box

This documentation helps us investigate and resolve the matter quickly and accurately.

Return & Exchange Policy

To be eligible for a return or exchange, items must be in the same condition in which they were received—unused, unworn, and accompanied by the original receipt or proof of purchase.

Customers have 90 days from the date of delivery or in-store purchase to request a return or exchange.

All returns must be authorized prior to being sent back. Once your return request is reviewed and approved, we will provide a return shipping label along with detailed instructions on how and where to send your package. Items returned without prior authorization will not be accepted.

This policy applies to both in-store and online purchases.

Refund & Cancellation Policy

Due to the nature of our products, all sales are final. We do not offer refunds or order cancellations for any reason, including shipping delays or backordered items.

However, in the event of an error on our part, we reserve the right to issue a refund or cancel the affected order as appropriate.

If a return is authorized due to a verified error, we will notify you once the item has been received and inspected. You will be informed whether the refund has been approved. If approved, the refund will be issued to your original method of payment within 10 business days.

Please note that financial institutions may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at thealkalinegoddess@gmail.com for further assistance.