Refund policy

Return and Refund Policy

This policy applies to products purchased directly from alexsyberiadesigns.co.uk.

Nothing in this policy affects any statutory consumer rights that apply to your order.

Change-of-Mind Returns

We accept change-of-mind returns for eligible physical products purchased directly from alexsyberiadesigns.co.uk.

You must notify us within 14 calendar days of receiving your order. After notifying us, you must send the products back within a further 14 calendar days.

If products from the same order are delivered separately, the 14-day notification period begins when you receive the final product from the order.

How to Make a Return

Please notify us using one of the following methods:

Please provide your order number and identify the product or products you wish to return.

After notifying us, send the products to:

Alex Syberia Designs
Unit 2, Hoyle Road
Calverton Business Park
Calverton
Nottingham
NG14 6QL
United Kingdom

Please include your order number or packing slip inside the parcel so that we can identify your return.

A return request does not issue an automatic refund.

Return Shipping

You are responsible for arranging and paying the cost of returning a non-defective product.

We recommend using a tracked service and retaining proof of postage until your refund has been completed.

If a product is faulty, damaged, incorrect or not as described, please contact us before returning it. Where required by law, we will cover the reasonable cost of return shipping.

Return Conditions

To receive a full refund, returned products must be:

  • unused and unaltered;
  • complete and in their original condition; and
  • returned in their original retail product packaging, unopened and in a condition suitable for resale.

Retail product packaging means the clear packet or other packaging in which the product itself is supplied and displayed. It does not include the outer postal box or other shipping packaging.

Please package returned products securely to prevent damage during transit.

Refunds

Refunds will include the amount paid for eligible returned products, subject to any lawful deduction for loss in value.

For voluntary returns from countries where refunding the original delivery charge is not legally required, the original shipping charge is non-refundable.

Where UK, EU or other applicable consumer law requires it, a full-order cancellation will also include the cost of the least expensive standard delivery option offered for the original order.

Additional charges for express, priority or upgraded delivery are not refundable above the cost of the least expensive standard delivery option.

If only part of an order is returned, the original delivery charge will not normally be refunded where the same delivery charge would have applied to the products you kept.

The cost of returning a non-defective product is not refundable.

We may withhold a refund until we have received the returned products or you have provided satisfactory evidence that they have been sent back, whichever occurs first where required by applicable law.

We will process the refund without undue delay and within the period required by applicable law. Refunds will be issued to the original payment method.

After a refund has been issued, your bank, card provider, PayPal or other payment provider may require additional time to display the funds in your account.

Faulty or Damaged Products

If a product is faulty or damaged, please contact us as soon as possible at info@alexsyberiadesigns.co.uk.

Please include your order number, a description of the issue and clear photographs of the product and packaging.

Photographs help us investigate the issue but do not restrict your statutory consumer rights.

Where appropriate, we will provide a replacement, refund, price reduction or another remedy in accordance with applicable consumer law.

Order Cancellations and Changes

If you wish to cancel an order, please contact us as soon as possible at info@alexsyberiadesigns.co.uk.

Cancellation is not guaranteed. An order may already have been processed, packed or dispatched by our fulfilment team before its shipping status or tracking information is updated in Shopify.

If the order can still be stopped, we will cancel it and issue any applicable refund to the original payment method.

If the order has already been processed or dispatched, cancellation may no longer be possible. You may need to receive the order and return any eligible products in accordance with this policy.

Once an order has been placed and paid for, we are unable to:

  • combine it with another separately placed order;
  • add products to it;
  • remove products from it; or
  • make other changes to the products included in the order.

If you wish to purchase additional products, please place a new order.

If you no longer wish to keep one or more products from a paid order and the order cannot be cancelled, you will need to receive the order and return the eligible products in accordance with this policy.

Discount codes and promotional offers apply only during the stated promotional period and cannot be added to orders that have already been placed and paid for. We do not refund price differences for promotions announced after an order was submitted.

Sale and Discounted Products

Products purchased during a sale, clearance promotion or using a discount code are eligible for return in accordance with this policy and have the same statutory consumer rights as full-price products.

Where a refund is due, we will refund only the amount actually paid for the product, not its original or undiscounted price.

Customers are responsible for the cost of returning non-defective sale or clearance products.

Digital Products and Gift Cards

Digital products are not eligible for change-of-mind cancellation or refund.

Gift cards are not eligible for change-of-mind refunds and cannot be exchanged for cash or transferred to another payment method once issued. Used or partially used gift cards are non-refundable.

Contact Us

Alex Syberia Designs
Email: info@alexsyberiadesigns.co.uk