EXCHANGES AND RETURNS
At Alpha Zoo, you always have a 30-day right of withdrawal. When purchasing goods, a 30-day right of withdrawal always applies in accordance with applicable consumer legislation. This means that you as a customer have the right to cancel your purchase by notifying us within 30 days of receiving the ordered item. The product must then be returned in accordance with the return policy below.
The right of withdrawal does not apply to goods with a broken seal or if you open the packaging of an item. When contacting our customer service, you may be asked to open the packaging so that we can assist you with your case. In such cases, the right of withdrawal applies even if the packaging has been opened.
Please note that you as a customer are responsible for checking that your order is complete within the 30-day withdrawal period, so that we can ensure you receive the help you need.
In the event of a cancelled purchase, you as the customer pay for the return shipping yourself. In addition, a warehouse handling fee of 100 SEK applies, which will be deducted from the refund. No separate return fee is added.
For uncollected packages, a fee of 150 SEK is charged.
For hygienic reasons, we do not accept returns of underwear or swimwear with opened packaging.
We do not offer a right of return on long-distance goods.
RETURN POLICY AND COMPLAINTS TO OUR WAREHOUSE IN STOCKHOLM
When a return is to be carried out, we ask you as a customer to contact our customer service at info@alphazoo.se for instructions.
All products that are returned must be sent to our warehouse in Stockholm. You as the customer bear the cost of return shipping for returns.
A return slip is not included in your order but is provided upon contact with our customer service.
For returns to our warehouse in Stockholm, a return slip must be filled out and attached to the return package. If the box in which your items were delivered is too large, you can use your own packaging. Please note that you as the customer are responsible for ensuring that the items are returned to us whole and undamaged. We therefore recommend that the products are packed well to avoid transport damage.
Alpha Zoo reserves the right to refuse a return if it turns out that the item is not in a substantially unchanged condition.
In the event of a complaint, the claimed product is sent back to our warehouse in Stockholm for inspection. Once the product has been received and the complaint has been approved, a new product will be sent out. The new product will be sent within 30 days from the date we received and approved the complaint.
In the event of a complaint, Alpha Zoo will cover the cost of return shipping if the complaint is valid. Alpha Zoo reserves the right to refuse complaints that are not deemed valid.
For complaints, Alpha Zoo follows the guidelines from the Swedish National Board for Consumer Disputes (ARN).
Campaign prices only apply during the specified campaign periods on the website. This means that you cannot expect the same price before or after the campaign has ended.
For the address to our warehouse in Stockholm, contact our customer service at info@alphazoo.se and we will assist you with the correct address details and further information that will facilitate the handling of your return or complaint.
REFUNDS
In the event of a return, no shipping or invoice fees will be refunded.
In the event of an approved return, the amount for the returned items will be refunded, minus the warehouse handling fee of 100 SEK. The cost of the return shipping paid by the customer is not refunded.
Refunds are made within 14 days from the time we have received your return of an undamaged product in its original packaging or equivalent packaging. The refund is made via the same payment method used for the purchase.
If you chose to pay by invoice and have already paid the invoice, please contact our customer service and we will assist you with the refund to your bank account.
EXCHANGES
Unfortunately, exchanges cannot be administered via our warehouse. We therefore refer you to our return policy above, where you can return your item and then place a new order.