Return & Refund Policy

This Return & Refund Policy applies to all purchases made via the website aleramode.com (“the Website”), operated by:

Trade name: Alera Mode (Part of AVINEX Commerce)
Adress: Meester Beerninkplantsoen 290, 2286 MR Rijswijk, The Netherlands
Chamber of Commerce number: 97866253

Email: support@aleramode.com
Phone number: +31 6 16288008

We aim to make the returns and refunds process clear, fair and straightforward for our customers.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

If you are a consumer based in the United Kingdom, you have the legal right to cancel your order within 30 days without giving any reason.

The cancellation period expires 30 days after:

• The day on which you receive the goods; or

• If your order consists of multiple items delivered separately, the day on which you receive the last item.

To exercise your right to cancel, you must inform us of your decision by a clear statement sent by email to support@aleramode.com. You may use the UK model cancellation form (as set out in Schedule 3 of the Consumer Contracts Regulations 2013), but this is not obligatory.

We do not offer exchanges.

To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired.

2. Effects of Cancellation

If you cancel your order within the 30-day cancellation period, we will reimburse you for:

• The full price paid for the goods; and

• The standard cost of delivery (if applicable).

Please note:

• We are not required to reimburse any additional costs if you chose a delivery method more expensive than our standard delivery option.

• Return postage costs are your responsibility.

We withhold reimbursement until:

• We have received the goods back; or

• You have supplied evidence of having sent back the goods, whichever is the earliest.

Once your return has been received and approved, refunds will be processed within 5 working days.

Reimbursement will be made using the same means of payment as you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

3. Returning the Goods

Before returning any item, you must contact our customer service team at support@aleramode.com to receive return authorisation and instructions.

You must send the goods back without undue delay and in any event no later than 30 days from the day on which you inform us of your cancellation.

Returns must be sent to:

AVINEX COMMERCE
Meester Beerninkplantsoen 290
2286 MR Rijswijk
The Netherlands

You are responsible for the direct cost of returning the goods.

We strongly recommend using a tracked and insured delivery service and retaining proof of postage. If you arrange the return yourself, the goods remain your responsibility until they are received at our warehouse. We cannot issue a refund for items lost or damaged in transit where you arranged the return shipping.

We do not have a restocking fee.

After successful receipt and inspection of the returned goods, your refund will be processed within 5 working days.

4. Condition of Returned Goods

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Returned items must:

• Be in substantially the same condition as received;

• Include original packaging, labels and accessories where reasonably possible.

We reserve the right to make a deduction from the refund for any loss in value due to excessive handling.

5. Exceptions to the Right to Cancel

The right to cancel does not apply to:

• Goods made to your specifications or clearly personalised;

• Sealed goods which are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery (e.g. underwear or swimwear where the hygiene seal has been removed).

These exclusions are in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

6. Faulty, Damaged or Incorrect Goods
(Consumer Rights Act 2015)

If the goods you receive are faulty, damaged, or not as described, your statutory rights under the Consumer Rights Act 2015 apply.

You are entitled to:

• Reject faulty goods within 30 days of receipt and receive a full refund; or

• Request a repair or replacement if a fault develops within the first six months (unless we can prove the fault was not present at the time of delivery).

If a repair or replacement is not possible or fails, you may be entitled to a price reduction or final right to reject the goods.

Please contact us at support@aleramode.com as soon as possible and provide:

• A clear description of the issue;

• Photographic evidence where appropriate.

Where a complaint is upheld, we will cover reasonable return postage costs.

Approved refunds for faulty, damaged or incorrect goods will be processed within 5 working days after receipt and inspection of the returned items.

Nothing in this policy affects your statutory rights.

7. 12-Month Commercial Guarantee

In addition to your statutory rights, Alera Mode offers a 12-month commercial guarantee on clothing items.

This guarantee covers manufacturing defects and material faults present at the time of delivery, including:

• Loose seams

• Broken zips

• Faulty buttons

• Significant production defects

The guarantee does not cover:

• Normal wear and tear

• Damage caused by improper washing or care

• Accidental damage or misuse

This commercial guarantee is provided in addition to, and does not replace, your legal rights under UK consumer law.

If you believe your item is defective, please contact support@aleramode.com, and we will offer an appropriate remedy such as repair, replacement or refund where applicable.

Any refunds granted under this commercial guarantee will be processed within 5 working days after approval.

8. Complaints and Dispute Resolution

If you are dissatisfied with our handling of your return, refund or complaint, please contact us in the first instance:

AVINEX COMMERCE
Email: support@aleramode.com
Address: Meester Beerninkplantsoen 290, 2286 MR Rijswijk, The Netherlands

9. General

This Return & Refund Policy forms part of our Terms & Conditions and is available at:
aleramode.com/terms

We reserve the right to amend this policy at any time. The latest version will always be published on our website.

This policy is effective as of 21 March 2026.