Refund policy
Return and Refund Policy
We want you to be completely satisfied with your purchase. We accept returns for non-defective, unused items purchased directly from alexsyberiadesigns.co.uk.
To request a return or cancellation, please email us at info@alexsyberiadesigns.co.uk before sending anything back. Returns sent without prior authorisation may not be accepted.
Once your return has been authorised, please send the product(s) to:
Alex Syberia Designs
Unit 2, Hoyle Road, Calverton Business Park
Calverton
Nottingham
NG14 6QL
United Kingdom
Your right to cancel
If you wish to cancel your order, you must let us know within 14 days of receiving your goods. Once you have notified us, you will have a further 14 days to return the goods to us.
Return conditions
To be eligible for a return, the product(s) must be:
- unused
- in their original condition
- in their original, unopened packaging
Customers are responsible for the cost of return shipping for non-defective items.
Please ensure that all returned items are packed securely to avoid damage during transit. We cannot accept returns for items that are returned damaged due to insufficient packaging.
Refunds
Refunds will be issued to the original payment method used at checkout.
If your order was paid using more than one payment method, the refund will be made back to those same payment methods in the same proportions as the original payment. Refunds cannot be transferred, combined, or redirected to a different payment method.
If a returned item shows signs of use or handling beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value.
Order cancellations before dispatch
If you would like to cancel your order before it has been dispatched, please contact us as soon as possible. If the order has not yet been processed or shipped, we will do our best to cancel it and issue a refund to the original payment method.
Please note that once an order has entered processing, we may not be able to amend or cancel it before dispatch.
Items Not Eligible for Return
The following items cannot be returned unless defective:
- Items with opened, tampered, or damaged packaging.
Defective Products
If you believe you have received a defective or faulty product, please contact us at info@alexsyberiadesigns.co.uk as soon as possible.
To help us review your claim, please include:
- your order number
- a brief description of the defect
- clear photographic evidence showing the issue
What happens next
Once we receive your email, we will review the issue and get back to you as soon as possible.
If the product is confirmed to be defective, we will offer an appropriate remedy in line with your statutory rights. This may include:
- a replacement product, where available
- a refund to your original payment method, where applicable
If a return is required for a defective item, we will provide instructions and cover the reasonable cost of return shipping.
Order Cancellations / Changes
Please make sure your order is correct before completing payment.
If you need to cancel your order before dispatch, please contact us as soon as possible. If the order has not yet been processed or shipped, we will do our best to cancel it and refund it to the original payment method.
Once an order has been placed, we are unable to combine orders, and changes may not be possible once processing has started.
Price Adjustments
We do not offer price adjustments on previous orders.
Digital Products & Gift Cards
Digital products and gift cards are non-refundable and non-cancellable once purchased.