Thank you for shopping with Alvoro.
We want customers to receive products that are suitable, correctly supplied and as described. This policy explains cancellation rights, return procedures, faulty products and refunds.
Nothing in this policy affects your statutory rights.
1. Online Consumer Cancellation Rights
For qualifying online consumer purchases, you generally have the right to notify us that you wish to cancel your purchase within 14 days after receiving the goods.
After notifying us of cancellation, the goods should normally be returned within the following 14 days.
Certain products may be excluded from the normal cancellation right, particularly goods made to specification, personalised products or products altered to meet an individual customer's requirements.
2. Condition of Returned Products
Where a change-of-mind return is permitted, products should normally be:
• Unused
• Uninstalled
• Complete
• Safely packaged
• In resalable condition
• Returned with accessories and components
• Accompanied by proof of purchase
You may inspect goods as reasonably necessary to determine their nature, characteristics and functioning. A deduction may be made where handling beyond what is reasonably necessary has reduced the value of the goods.
3. Products That May Not Be Eligible for Change-of-Mind Returns
Unless faulty, incorrectly supplied or otherwise required by law, return restrictions may apply to:
• Made-to-order products
• Bespoke or custom-configured products
• Products manufactured to customer specification
• Products altered or specially prepared to customer requirements
• Products altered or modified
• Installed products
• Used electrical items
• Products damaged after delivery
• Products missing essential components
• Certain sealed products where return restrictions legally apply
Statutory rights relating to faulty, misdescribed or non-compliant goods are not affected.
4. How to Request a Return
Before sending an item back, contact us: hello@alvoro.co.uk
Include:
• Your full name
• Order number
• Product name or SKU
• Quantity
• Reason for the return
• Photographs or video where relevant
If the return is approved, we will provide the relevant return instructions.
Do not send products to our registered office unless we specifically instruct you to do so.
5. Return Address
Our registered company address is not automatically our returns warehouse.
An approved return address will be supplied as part of the return-authorisation process.
6. Return Shipping Costs
For eligible change-of-mind returns, the customer may be responsible for return shipping where this has been disclosed and is legally permitted.
We recommend using:
• Tracked delivery
• Appropriate insurance
• Secure protective packaging
• Proof of postage
Where we confirm that an item was faulty, damaged on arrival or incorrectly supplied, we will advise you about an appropriate return method.
7. Damaged Products
If your product arrives damaged:
• Photograph the packaging
• Photograph the parcel label
• Photograph the product
• Retain the packaging
• Contact us promptly
Reporting transit damage quickly helps us investigate the matter with the delivery provider and does not remove any applicable statutory rights.
8. Faulty Products
Products supplied to consumers must comply with applicable UK consumer law.
If you believe an item is faulty, please stop using it where continued use could cause damage or create a safety concern and contact us with your order information.
Depending on the circumstances, an appropriate remedy may include:
• Repair
• Replacement
• Price reduction
• Refund
Consumers have a statutory short-term right to reject qualifying faulty goods within the applicable legal period.
9. Incorrect or Missing Products
Contact us if:
• You received the wrong product
• The quantity is incorrect
• Components are missing
• Your parcel appears incomplete
Provide photographs where appropriate.
10. Exchanges
We do not normally guarantee direct exchanges.
Where appropriate, the simplest process may be:
• Request return approval.
• Return the original product.
• Place a separate order for the replacement product.
If we supplied the wrong product, we will provide appropriate instructions.
11. Order Cancellations
Contact us immediately if you need to cancel an order.
Cancellation becomes more difficult after processing begins and might not be possible where:
• Goods have already been dispatched
• Manufacturing has started
• A product has been altered or prepared to customer specification
• A bespoke item is being produced
• A special-order product has been sourced
Statutory rights are not affected.
12. Refund Processing
Approved refunds are normally returned to the original payment method.
For qualifying statutory online cancellations, refunds are made within the timeframe required by applicable law.
Banks and payment providers may require additional time after the refund has been processed.
Where applicable, a refund may include the basic original delivery charge required by law. Premium delivery upgrades might not be refundable beyond the standard delivery amount.
13. Business and Trade Purchases
Purchases made wholly or mainly for business purposes may be governed by separate contractual or trade terms.
Consumer cancellation provisions do not necessarily apply to business purchases in the same manner.
14. Contact Information
Trading name: Alvoro
Legal company: ALVORO GROUP LIMITED
Company number: 17475636
Registered address: Flat 3306, 15 Silvercroft Street, Manchester, United Kingdom, M15 4ZD
Email: hello@alvoro.co.uk
Telephone: 0161 710 4825
Business hours: Monday–Friday, 9:00 AM–5:30 PM
Response time: Within 1 business day