At Alotrop, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, this policy outlines how to request a return or refund in a simple and fair manner.
Our services are available to customers in the United States and most international countries, except where restricted by law. If your location is unsupported, checkout will not be available.
1. Return Eligibility
You may request a return within 28 days of receiving your order. To qualify for a return:
- Items must be unused, in original condition, and in the original packaging
- Items must include all tags, labels, and any accessories originally included
We reserve the right to decline returns that do not meet these conditions.
2. Non-Returnable Items
Some items are not eligible for return, including:
- Items marked as Final Sale
- Personalized or custom-made products
- Gift cards and promotional giveaway items
- Items showing signs of wear, use, or damage unrelated to shipping
3. How to Request a Return
To start a return:
- Email us at support@alotrop.com with your order number and the reason for the return
- We will respond with return instructions and a return shipping address
- Return items must be shipped using a trackable method
Customers are responsible for return shipping costs unless the item is defective or we sent the wrong item.
4. Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- Contact us within 28 days of receiving the item at support@alotrop.com
- Please include clear photos of the issue when possible
- If the issue is confirmed, we will offer a replacement or refund at no additional cost
5. Refund Process
Once we receive and inspect your returned item, we will notify you by email. If the return is approved:
- A refund will be issued to your original payment method
- Refunds are typically processed within 4 to 9 business days
- Original shipping fees are non-refundable unless the return is due to our error
6. Delayed or Missing Refunds
If you do not receive your refund after the expected timeframe:
- First, check your bank or credit card account again
- Then contact your bank or card issuer, as processing times may vary
- If you still have questions, contact us at support@alotrop.com
7. Exchanges
We do not offer direct exchanges at this time. If you want a different item, please return the original and place a new order separately.
8. Contact Information
If you have any questions about returns or refunds, please reach out to us:
Email: support@alotrop.com
We are here to help and will do our best to ensure a smooth and fair resolution.