Alpine Rivers® offers a 30-day return window on physical products bought through this store, counted from the day your order is delivered. Digital downloads work differently and are covered in their own section below.
Before you send anything back
All returns need to be authorised first. Email info@alpine-rivers.com with your order number, the reason for the return, and a photo of the item. We reply within two business days with your authorisation and the return address for your region. Returns sent without authorisation cannot be processed or refunded.
Once your return is authorised, post it back within 14 days.
Damaged, defective, or the wrong item
That is on us and we will make it right. Send a photo of what you received and we will ship a replacement or issue a full refund, including all shipping both ways. You will not pay a penny to fix our mistake. No restocking fee, no return postage, no deduction of any kind, in any region.
This is separate from the 30-day change-of-mind window above, and it is not limited to 30 days:
- Within 30 days of delivery you may reject a faulty item outright for a full refund.
- Up to six months we will repair or replace a faulty item. If it fails in that period we treat it as having been faulty when you received it, and it is on us to show otherwise.
- Beyond six months your rights under the Consumer Rights Act 2015 continue, and we will deal with any claim on its merits rather than pointing at a date.
Nothing in this policy reduces your statutory rights. Where our terms and the law differ, the law wins.
Changed your mind
Also fine, and the terms depend on where you are and how quickly you tell us.
United Kingdom and EU
Within 14 days of delivery you have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In that period:
- We refund the price of the goods and the standard outbound delivery charge. If you paid for an upgraded delivery service, we refund the standard rate.
- No restocking fee applies.
- You pay the cost of returning the goods to us.
From day 15 to day 30 the statutory period has ended and we continue to accept returns as a goodwill policy of our own. In that window a 20% restocking fee applies to change-of-mind returns, outbound shipping is not refunded, and you pay return postage.
United States and everywhere else
Change-of-mind returns carry a 20% restocking fee throughout the 30 days. Outbound shipping is not refunded and you pay return postage.
Digital downloads: guides and audio
Digital products work differently from physical ones, and the law treats them differently too.
Digital purchases are final once the download has begun. A guide cannot be returned in the way a sleeve can: once it has been read, it has been used.
We will always put it right if the fault is ours. A file that will not open, arrives corrupted, is the wrong item, or was charged twice: tell us and we will resend it or refund you in full. Email info@alpine-rivers.com.
United Kingdom and EU. Under regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel is lost for digital content once delivery has started, provided you expressly consented to it starting immediately and acknowledged that the right would be lost. At checkout you are asked to give that consent. If you were not asked, the 14-day right still applies and we will honour it.
Nothing here affects your rights if the content is faulty, not as described, or not fit for purpose.
Condition of returned goods
You are welcome to open the packaging and handle the item as you would in a shop, to check it is what you expected. Please do not use it beyond that.
Where an item comes back showing use beyond what was needed to establish its nature and characteristics, and we can no longer sell it as new, we may reduce your refund to reflect that loss in value. This applies in every region, including within the 14-day UK cancellation period, and is permitted under regulation 34(9) of the 2013 Regulations. We will always tell you the amount and the reason before deducting anything.
RFID sleeves are supplied in sealed multi-packs. Opening one sleeve to inspect it is fine. A pack returned with several sleeves creased, written on, or removed from their backing cannot be resold as new.
Refund timing
Approved refunds are issued to your original payment method within 5 to 10 business days of approval, and in every case within 14 days of us receiving the goods back or of you providing evidence that you have sent them, whichever is earlier. Your bank may take a further few days to post the credit.
Exchanges
Would rather swap for a different pack or colour? Ask when you request your authorisation. Exchanges ship free and carry no restocking fee.
Questions
Email info@alpine-rivers.com and a member of the Alpine Rivers® team will help.