Refund policy
Welcome to our Return and Refund Policy! We know that sometimes things don’t work out as planned, so we’ve outlined everything you need to know about returns and refunds right here. Please take a moment to read through our policy carefully. It’s important to understand these terms before making a purchase, as not knowing them won’t be an excuse for any misunderstandings later on. By proceeding with your purchase, you confirm that you have read, understood, and agree to the terms outlined in our return policy.
At Alpine Nation, we are wholly committed to ensuring your complete satisfaction with every purchase. If for any reason you are not entirely pleased with the items you have bought, you have a 30-day window from the date of receipt to return them.
Our goal is for every customer to be 100% satisfied with their experience and products, and we stand ready to assist you in making the return process as smooth and convenient as possible.
Refund Criteria
For your purchase to be eligible for a refund, each item must strictly adhere to our return policy criteria. The item must be in its pristine, original state - this means it has not been worn, washed, or subjected to any form of damage. It must remain unused, with all the original tags intact, and must be returned in the original packaging provided at the time of purchase.
Our commitment to these standards ensures that all our customers receive products of the highest quality.
It is important to note that any products marked or sold as ‘final sale’ at the time of purchase as well as digital and physical gift cards are not eligible for a refund under any circumstances.
The refunded amount will only cover the value of the returned items and does not include any shipping charges paid at the time of purchase.
Unfortunately, we are unable to issue refunds for items that do not reach our warehouse. It is the customer's responsibility to ensure that returned items are safely delivered to our warehouse. We recommend using our prepaid labels for your returns, which ensures the highest levels of safety and the most affordable cost to you. If you choose to use your own shipping method, we strongly recommend using a tracked shipping method to ensure the package's safe delivery.
Returning products bought in bundles and orders that include a free gift
When returning part of a bundle, the items you keep will revert to their original, full price, and you'll be refunded the difference. For example, if you purchased two pairs of socks for a total of $59.80 with a 15% discount (totalling $50.83) and decide to return one pair, we'll refund you $20.93. This is calculated by subtracting the full price of the pair you kept ($29.90) from the discounted bundle price ($50.83).
For orders that included a free gift, returning the complete order for a full refund requires the gift to be returned as well. If you opt to keep the free gift, its value will be subtracted from your refund amount.
Exchanges
At this time, we do NOT offer exchanges for items purchased. If an item doesn't meet your expectations or you require a different size or color, we invite you to return the original item within the stipulated return period for a refund, and then place a new order for the item that better suits your needs. This process ensures that you receive your desired product promptly and efficiently.
Processing time
We aim to process returns as swiftly as possible, typically within 5 business days or sooner. However, during peak periods, such as sales events and major shopping holidays, it might take up to 10 business days to process your return.
If it takes slightly longer, please do not worry. Rest assured that we will process your return. Your patience and understanding during these times are greatly appreciated.
Issuing refunds
We will issue refunds directly to the original payment method used at the time of your order. In cases where multiple payment methods were utilized for a single transaction, the refund will be appropriately divided among those methods.
If your order was partly or fully paid using a gift card, the corresponding amount will be re-credited to your gift card.
Depending on the payment method used, refunds may not appear immediately in your account. We ask for your patience and suggest waiting a few days for the processing to complete. If, after this period, the refund is still not visible, or if you require further information, please do not hesitate to contact us.
Original shipping fee
When returning your order, please note that the original shipping fee is non-refundable, regardless of whether the entire order or part of it is returned. Refunds will be issued for the returned items only, excluding the cost of shipping.
Return shipping label
Customers are eligible to receive a prepaid return label for their returns, facilitating the return process. However, please be aware that a fee of $20 USD (or approx $27 CAD) will be deducted from your refund amount to cover the cost of the return label if you choose to use it.
Alternatively, you may opt to use your own shipping method at your expense. Please note that it is the customer's responsibility to ensure that returned items are safely delivered to our warehouse. We therefore recommend using a tracked shipping method to ensure the package's safe delivery.
Damaged or Defective Items
If you find that the items you've received are damaged, appear to be defective, or exhibit any issues related to quality, we encourage you to get in touch with our Customer Service team for support. To assist us in this process, please contact us at info@alpinenation.com, providing details of the issue along with any relevant photographs or descriptions.
How to Initiate a Return
Step-by-Step Guide to Returning Your Order:
- Access Your Account: Begin the return process by logging into your account. Click here to access the login page directly. Ensure you're navigating to the correct site by verifying the URL.
- Enter Your Email Address: Once you've reached the login page, locate the Email field. Here, input the email address associated with your account and select 'Continue' to proceed.
- Verification Code: Check your email inbox for a message from our store containing a six-digit verification code. This code is crucial for verifying your identity and safeguarding your information.
- Verification Process: Return to the online store's login page and input the six-digit verification code you received via email.
- Select Your Order: Within your account, navigate to your order history and click on the order you wish to return. This will take you to the order details page.
- Choose Items to Return: If your order contains multiple items, you'll have the option to select which item(s) you are returning. Specify your reason for the return and, if you wish, add a note to provide additional context to the store (this step is optional).
- Request Return: After selecting the item(s) and specifying your reason, click on the ‘Request return’ button to officially initiate the return process.
After Submitting Your Return Request
- Return Shipping Label: After you submit your return request, kindly give us a little time to process your approval. Provided you submitted your request within the 30-day return window and barring any exceptional circumstances, you will receive an email containing precise shipping instructions along with a prepaid return shipping label.
- Packing and Shipping Instructions: Alongside the return label, you'll receive detailed instructions on how to pack your return. These instructions are crucial for ensuring your return is processed efficiently.
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Refund Processing: Your refund will be processed within 10 business days after our facility has received and processed your returned item.
Returning Without a Prepaid Label
Using Your Own Carrier: In cases where you choose not to use the prepaid label or are not provided with one, you have the option to return the item using a carrier of your choice at your own expense. It's important to still initiate your return through our Returns portal.
Include your Information: For a quicker processing time, please include your order number and personal details in the package. While this is not a requirement for your refund, it helps us expedite the process.
Address for Returns: If you're shipping the return yourself, please send it to:
Alpine NationKajakaška cesta 40b
1211 Ljubljana-Šmartno
Remember, our Return & Exchange Policy applies to all returns, and Alpine Nation is not responsible for returns that are lost or damaged in transit without a tracking number.
Should you have any questions or need further assistance, our Customer Service team is here to help.
By proceeding with your purchase, you confirm that you have read, understood, and agree to the terms outlined in our return policy.