Return and refund policy

RETURNS

We offer two different return options, depending on the reason for the return and the condition of the product:

  1. A 7-day return period for unused products; and
  2. A 60-day Money-Back Guarantee for eligible products that have been carefully tested.

The return period begins on the date the order is delivered, according to the carrier’s tracking information.

To request a return, contact us at alphanivelo@alphanivelo.com. Products sent back without first requesting and receiving return authorization will not be accepted.

7-DAY RETURN PERIOD — UNUSED PRODUCTS

You may request a return within 7 calendar days after receiving your order if you change your mind and the product has not been used.

To qualify for a return under the 7-day return period, the product must:

  • Be completely unused and unworn;
  • Be in the same condition in which it was received;
  • Be returned in its original packaging;
  • Include all original labels, protective materials, manuals, accessories, cables, cases, components, promotional items and gifts;
  • Show no signs of use, damage, alteration or handling beyond what is necessary to inspect the unopened product; and
  • Be accompanied by the receipt or other proof of purchase.

Products that have been used or tested are not eligible under the 7-day unused-product return period. If the product is covered by our 60-day Money-Back Guarantee, the conditions described in the following section will apply instead.

60-DAY MONEY-BACK GUARANTEE — CAREFUL PRODUCT TESTING

Certain products and promotional offers include a 60-day Money-Back Guarantee. When this guarantee is expressly displayed on the product page or offer at the time of purchase, you may carefully test the product and request a return within 60 calendar days after receiving your order.

The purpose of this guarantee is to allow you to evaluate the product under normal and careful use. Testing the product does not authorize misuse, negligent handling, physical damage, alteration or excessive wear.

To qualify for the 60-day Money-Back Guarantee, the product must:

  • Have been used carefully and only for its intended purpose;
  • Have been used in accordance with the instructions, precautions and recommendations provided with the product or published on our website;
  • Be clean and in good physical and operating condition;
  • Be free from scratches, cracks, dents, impact marks, broken parts, stains, permanent dirt, excessive wear or other physical damage;
  • Show no evidence of drops, impacts, crushing, exposure to water, moisture, excessive heat, improper storage or other negligent handling;
  • Not have been opened, disassembled, modified, repaired or subjected to an attempted repair by the customer or any third party;
  • Have no wires, receivers, tips, connectors, controls, charging components or other parts pulled out, detached, broken or damaged;
  • Include its original packaging and all original components, cases, cables, manuals, accessories, promotional items and gifts; and
  • Be accompanied by the receipt or other proof of purchase.

Normal and careful testing does not, by itself, make the product ineligible for return. However, scratches, impact marks, broken or detached parts, abnormal wear, permanent dirt, missing components or any other damage resulting from misuse, negligence or failure to follow the instructions are not considered normal signs of testing and may make the product ineligible for the 60-day Money-Back Guarantee.

The 60-day Money-Back Guarantee does not cover products that have been damaged, lost, altered, used improperly or returned incomplete.

PROMOTIONAL OFFERS, FREE ITEMS AND BUNDLES

If your order was purchased as part of a promotional offer, bundle, “Buy One, Get One Free” offer or any promotion that included an additional product or gift at no additional cost, all items included in the promotion must be returned together.

This includes:

  • The purchased product;
  • Any additional or free unit;
  • Charging cases;
  • Cables;
  • Accessories;
  • Manuals;
  • Promotional gifts; and
  • All other components originally included with the order.

Free products and gifts are part of the promotional purchase and are not eligible for a separate or partial refund. A return will not be considered complete if any unit, accessory, component, promotional item or gift is missing.

All returned promotional items must comply with the applicable return conditions. The 60-day Money-Back Guarantee does not apply if one or more items included in the promotional order are missing, damaged, broken, altered or show signs of misuse or negligent handling.

HOW TO REQUEST A RETURN

To request a return, contact us at alphanivelo@alphanivelo.com before the applicable return period expires.

Please include:

  • Your full name;
  • Your order number;
  • The email address used for the purchase;
  • The reason for the return; and
  • Photos or videos showing the product, its physical condition, packaging, accessories and all items included with the order, when requested.

We may request additional photos, videos or information necessary to evaluate the product’s condition and confirm eligibility before authorizing the return.

If your return request is accepted, we will send you the return instructions, including how and where to send the package. When applicable, we will also provide the return shipping label.

Products returned without prior authorization, sent to an address other than the address provided in our return instructions, or shipped after the applicable deadline may not be accepted.

Please note that international return shipments may take longer than expected.

RETURN PACKAGING

The customer is responsible for packaging the product securely and appropriately to prevent damage during transportation.

All products, accessories and promotional items must be placed inside the original packaging and protected appropriately. Damage that occurs because of inadequate return packaging may affect eligibility for a refund.

INSPECTION OF RETURNED PRODUCTS

All returned products are inspected after delivery.

We will verify:

  • The condition of the product;
  • Whether all units and components were returned;
  • The presence of the original packaging, accessories and promotional gifts;
  • Evidence of scratches, impacts, moisture, breakage, alteration, improper handling or excessive wear; and
  • Compliance with the applicable return conditions.

We will notify you after the inspection and inform you whether the refund has been approved or denied.

If a return does not meet the applicable conditions, the refund may be denied. We may provide photos, videos or other information documenting the condition in which the returned product was received.

DAMAGES, DEFECTS AND INCORRECT ITEMS

Please inspect your order immediately after delivery and contact us as soon as possible if:

  • The product arrives damaged;
  • The product has a manufacturing defect;
  • You receive an incorrect product; or
  • Any item is missing from your order.

Contact us at alphanivelo@alphanivelo.com and include your order number, a description of the issue, and clear photos or videos that allow us to evaluate the situation.

Damage caused by misuse, falls, impacts, water, moisture, improper storage, unauthorized modifications, attempted repairs, incorrect handling or failure to follow the product instructions is not considered a manufacturing defect.

NON-RETURNABLE ITEMS

Certain products cannot be returned, including:

  • Perishable goods;
  • Custom-made or personalized products;
  • Hazardous materials;
  • Flammable liquids or gases;
  • Gift cards; and
  • Products specifically identified as final sale and not covered by an advertised Money-Back Guarantee.

Products purchased on sale or as part of a promotion remain eligible for the 60-day Money-Back Guarantee when that guarantee was expressly included in the product page or promotional offer at the time of purchase.

Please contact us if you have questions about the eligibility of a specific item.

EXCHANGES

The fastest way to obtain a different product is to return the product you received in accordance with this policy. Once the return has been accepted, you may make a separate purchase for the new product.

If the product received is defective, damaged upon arrival or incorrect, contact us before returning it so that we can evaluate the appropriate replacement or solution.

REFUNDS

After receiving and inspecting the return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days. Please remember that your bank, card issuer or payment provider may require additional time to process and post the refund.

The refund applies only to the amount actually paid for the eligible returned products. Free products, promotional units and gifts have no separate refundable value.

If more than 15 business days have passed since we approved your refund, contact us at alphanivelo@alphanivelo.com.

CONTACT

For questions regarding returns, exchanges or refunds, contact us at:

alphanivelo@alphanivelo.com