Effective Date: 01/01/2024
At Alba Art Trek, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are happy to assist you with the return process, subject to the conditions outlined below.
1. Eligibility for Returns
You may request a return for any physical items purchased from our shop within 14 days from the date of delivery, provided the following conditions are met:
- The item(s) must be in the same condition as when they arrived: unused, unwashed, and in their original packaging.
- The item(s) must be returned with proof of purchase or a valid order number.
Non-returnable items:
- Custom or personalized items, including artworks that were specifically tailored for your order.
- Digital products (e.g., downloadable files) once purchased, unless defective or damaged.
2. Process for Returning Physical Items
To initiate a return, please contact us at info@albaarttrek.com within 14 days of receiving your order. When contacting us, please include:
- Your order number.
- A description of the item(s) you wish to return.
- The reason for the return.
Once we receive your return request, we will provide you with the return instructions and a return authorization number, if applicable.
Please ensure that the returned item(s) are carefully packaged to prevent damage during transit. We recommend using a tracked and insured shipping service to return the item(s) to us, as we cannot be held responsible for items that are lost or damaged during the return process.
3. Return Shipping Costs
- The cost of return shipping is always the responsibility of the customer unless the return is due to an error on our part (e.g., the wrong item was sent or the item is defective).
- The only exception to this policy is if we sent the wrong item (e.g., an incorrect product or damaged item).
4. Refunds
Once we receive the returned item(s) and confirm they meet the eligibility criteria outlined above, we will process your refund within 14 business days. Refunds will be issued to the original payment method used for the order.
Please note: If the returned item(s) show signs of use or damage that are not consistent with the condition in which they were sent to you, we reserve the right to refuse the return and refund.
5. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@albaarttrek.com with the following information:
- A description of the issue.
- Photos of the damaged or defective item.
- Your order number.
In such cases, we will cover the return shipping cost and provide a full refund or replacement item, depending on your preference and availability.
7. Sale or Discounted Items
Sale or discounted items are eligible for returns, provided they meet the conditions for returns as outlined in this policy.
8. International Returns
For international orders, please note that the cost of return shipping is the responsibility of the customer. Additionally, customs duties or taxes may apply to returns, which are also the responsibility of the customer.
9. Contact Us
If you have any questions regarding our returns policy or need assistance with a return, please feel free to contact us:
Alba Art Trek
Email: info@albaarttrek.com
Website: https://albaarttrek.com/