Return Policy
Effective date: October 10, 2026. This policy applies to Alvexnora orders.
30-day return request window
Request a return by emailing service@alvexnora.com within 30 days after receiving the item. Include your order number, the item and the reason. Please obtain instructions before sending a parcel. A request is not the same as an approved refund.
Return condition
For a change-of-mind return, the item should be unused, undamaged and in its original condition, with original packaging and included components where practicable. Keep proof of purchase. Do not use an item you intend to return. These conditions do not restrict rights relating to faulty, misdescribed or incorrectly supplied goods under applicable law.
How to send an approved return
- Email your request within the window.
- Wait for the return instructions and package the item securely.
- Send to the address below using a service that lets you retain proof of dispatch.
- Email the return tracking information and retain your receipt.
Return address: Chengdu Hanyun Zhengji Network Technology Co., Ltd., Unit 55, 9th Floor, Building 1, No. 20 Jialing Road, Wuhou District, Chengdu City, Sichuan Province, China. The company address is our default return address; do not post an unauthorised parcel.
Who pays return postage
For personal preference or change-of-mind returns, the buyer pays return shipping. For damaged, defective or incorrectly supplied goods, contact us first so we can assess the issue and explain the appropriate remedy and postage arrangements. Do not purchase an expensive return service before receiving instructions.
Damaged or incorrect items
Tell us as soon as practicable. If safe, provide photographs of the item and packaging. Retain both during investigation. We consider the circumstances and applicable consumer rights; we do not require you to waive those rights to receive assistance.
Inspection and refunds
We inspect returned items and process approved refunds within 10 business days after receiving the return. Approved refunds go to the original payment method. Your bank or payment provider may need additional time to show the credit. We explain any rejection or adjustment and you may contact us to discuss it. Mandatory rights take precedence.
Exchanges and cancellations
Contact us to discuss an exchange; a requested replacement is subject to availability and agreement. For cancellation before dispatch, email promptly. We check the preparation stage before confirming whether an order can be stopped. After dispatch, follow the return process.
Your statutory rights
This policy adds a store return process and does not remove mandatory rights under the law applicable to you.
Company & support
Alvexnora is operated by Chengdu Hanyun Zhengji Network Technology Co., Ltd.. Owner: Deng Yuexiang.
Unit 55, 9th Floor, Building 1, No. 20 Jialing Road, Wuhou District, Chengdu City, Sichuan Province, China
service@alvexnora.com