Refund policy
Returns & Refunds
General Policy
We want you to be completely satisfied with your purchase. We accept returns for non-defective items under the following conditions.
You may return your order within 28 days of receiving your goods.
To qualify for a return, the item must be:
- unused and in its original condition
- in its original, unopened packaging
Customers are responsible for the cost of return shipping for non-defective items.
Refunds will be issued to your original payment method within 7–10 business days after we receive and inspect the returned goods.
Items Not Eligible for Return
The following items cannot be returned unless defective:
- items with opened, tampered, or damaged packaging
Order Cancellations / Changes / Discount codes
Please review your order carefully before completing payment.
Once an order has been placed and payment has been completed, it cannot be cancelled, changed, edited, or combined with another order. This includes adding or removing items, changing products, applying discount codes, changing shipping options, or combining shipping with another order.
Please note that discount codes must be applied at checkout. Once an order has been placed, we’re unable to apply discount codes retroactively, as the order has already entered our payment and fulfilment process. We recommend checking that your discount code has been successfully applied before completing your purchase.
Pre-Order Items
If your order includes any pre-order items, the whole order will be placed on backorder and will ship only when all items are back in stock. This means that any in-stock items in the same order will also be held until the pre-order items are available.
Pre-order items usually ship in approximately 2–4 weeks, but this is an estimate and may change due to production or delivery delays.
If you would like to receive in-stock items sooner, please place a separate order for those items.
We are unable to split orders containing pre-order items after checkout.
Defective Products
If you receive a defective product, please contact us at info@alexsyberiadesigns.com within 28 days of receiving your order.
To help us review your claim, please include:
- your order number
- a brief description of the defect
- clear photographic evidence
- your receipt or proof of purchase
If the defect is confirmed, we will provide an appropriate remedy. This may include:
- a replacement product, where available
- a refund to your original payment method, where applicable
If a return is required for a confirmed defective product, we will cover the reasonable cost of return shipping.
Claims made after the 28-day period may not be eligible for a refund or replacement under our store policy, except where required by applicable law.
Price Adjustments
We do not offer price adjustments on previous orders.
Digital Products & Gift Cards
Due to the nature of these products, digital products and gift cards are non-refundable and non-cancellable once purchased, except where required by law.