Return & Exchange Policy

Return and Exchange Policy

At Alphanna, we strive to ensure the satisfaction of our customers. If for any reason you are not completely satisfied with your purchase, our Return and Exchange Policy ensures that you can request an exchange or return in a simple and quick manner, respecting your consumer rights.

This policy is in compliance with consumer protection laws in Portugal, especially Decree-Law No. 24/2014, which regulates the legal regime of contracts concluded remotely and outside of commercial establishments.

1. Conditions for Exchange or Return

The customer has the right to request an exchange or return in the following situations:

Defective product: If the product is defective or does not match the description at the time of delivery.
Shipping error: If the product shipped is different from the one ordered at the time of purchase.
Right of withdrawal: The customer can exercise the right of withdrawal within 14 days after receiving the product, as provided in Decree-Law No. 24/2014.

2. Deadline for Request

Defective products or shipping errors: The customer must notify Alphanna of the issue within 30 days of receiving the product.
Right of withdrawal: The customer has up to 14 calendar days, starting from the date of receipt of the product, to request a return, without the need for justification. The refund will be processed within 14 days after the notification and receipt of the product by Alphanna.

3. Procedure for Exchange or Return

To proceed with an exchange or return, follow the steps below:

Contact our customer service by email at info@alphanna.com or by phone at +351 912 141 541, providing the order number and the reason for the exchange or return.
Packaging and shipping: The product must be returned in its original packaging, without signs of use, and accompanied by all accessories, manuals, and invoices.
Shipping costs: In cases of defect or shipping error, Alphanna will cover the return shipping costs. In cases of withdrawal, the customer will be responsible for the return shipping costs.
Review and refund: After receiving and reviewing the product, the refund of the amount paid, including the original shipping cost (in the case of withdrawal), will be processed within 14 business days.

4. Products Not Eligible for Return

According to consumer protection laws in Portugal, the following products cannot be returned:

Sealed products that have been opened and cannot be returned for health or hygiene reasons.
Custom or made-to-order products that cannot be resold to other customers.
Products showing signs of improper use, wear, or damage not related to manufacturing defects.

5. Warranties and Consumer Rights

All products sold by Alphanna are covered by the legal guarantee of conformity, as provided in the Portuguese Civil Code and Decree-Law No. 67/2003. If the product has any manufacturing defects, the customer may request repair, replacement, or refund within 2 years of purchase.

6. Contact

If you have any questions about our Return and Exchange Policy or to initiate the return process, please contact us: