Refund policy

## House of Alenza – Return & Refund Policy

Thank you for shopping with House of Alenza. We want you to be completely satisfied with your purchase. Because our fulfillment is fully automated through our premium logistics partner, Hive, we are able to offer a seamless, structured, and free returns process.

### 1. 30-Day Return Window
In accordance with UK Consumer Rights, you have a statutory 14-day cooling-off period. However, to give you complete peace of mind, House of Alenza extends this to a **30-day return policy**. You have 30 days from the date your tracking shows delivery to request a return. 

To be eligible for a refund, your item must be:
* Unused, unwashed, and in the exact same condition that you received it.
* In its original packaging with all House of Alenza tags firmly attached.

### 2. How to Start an Automated Return
Because your order is dispatched from our high-efficiency fulfillment center, all returns must go back directly to our warehouse via our dedicated digital returns channel. Please do not mail items back to our corporate registration address.

To initiate your return effortlessly, please visit our live customer tracking and returns portal at:
👉 https://track.hive.app/en/alenza/returns

Once you input your order details, a trackable return shipping label will be automatically generated and approved for you.

### 3. Free Trackable Returns
To ensure a premium shopping experience, House of Alenza offers complimentary returns for all eligible items within the UK. We provide a pre-paid, trackable return shipping label at zero cost (£0.00) to you via our logistics partner, Hive. 

* **Faulty or Damaged Items:** In the rare event that an item arrives damaged or defective, please contact us immediately at info@houseofalenza.com with a photo. We will fast-track a free replacement or complete refund.

### 4. Inspection, Processing, and Refunds
Once your return package arrives safely at our Hive fulfillment center:
1. The logistics team will securely log, inspect, and grade the item condition back into our active stock inventory.
2. Once verified, we will manually approve and process your refund automatically back to your original method of payment.
3. Please allow **5 to 10 business days** for your bank or credit card company to clear and post the refund to your account.

### 5. Non-Returnable Items
Certain types of goods cannot be returned due to hygiene and health protection safety laws (such as intimate apparel or cosmetics once opened) or any items explicitly marked as "Final Sale" at the time of checkout.

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If you have any questions regarding your delivery or a return currently in progress, please reach out directly to our dedicated support team at info@houseofalenza.com.