Returns Policy

Returns Policy

We want you to love your Alvéa Flow order. If something isn't right, here is how our returns process works.

1. Your statutory right to cancel (UK customers)

As a UK consumer shopping online, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving it, without giving a reason, and to receive a refund. This is a minimum legal right and nothing in this policy removes or reduces it.

2. Our extended returns window

In addition to your statutory rights, we offer a voluntary 30-day return window from the date of delivery, as a goodwill policy on top of the legal minimum.

3. Conditions for return

  • Items must be returned in their original packaging.
  • For health and hygiene reasons, bottles that have been opened or had their seal broken cannot be returned unless the product is faulty, damaged, or not as described. This is consistent with the hygiene exemption recognised under the Consumer Contracts Regulations 2013.
  • Unopened, sealed products may be returned within the window above.

4. How to start a return

Email us at alexisarnalpro@gmail.com with your order number and the reason for your return. We will confirm your return and provide instructions, including the return address.

Return address: Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE

5. Who pays for return postage

Unless the item is faulty, damaged, or incorrect, the cost of returning the item is your responsibility. If the item is faulty or we sent you the wrong item, we will cover the cost of return postage.

6. Faulty or damaged items

If your order arrives faulty, damaged, or incorrect, please contact us at alexisarnalpro@gmail.com within a reasonable time of receiving it, with photos where possible, so we can resolve this quickly — this does not affect your statutory rights under the Consumer Rights Act 2015.

7. Subscriptions

If your item was part of a Subscribe & Save plan, you can cancel future deliveries at any time via your account or by contacting us — see our Cancellation Policy.

For details on how refunds are processed once we receive your return, see our Refund Policy.