Refund policy

Last updated 24th November 2025

Alleyoo Returns & Exchanges Policy

Returns Policy – United Kingdom

  • Countries Covered: United Kingdom

  • Returns Accepted: Yes — for both defective and non-defective products

  • Exchanges Accepted: Yes

  • Product Condition: Must be returned in new condition

  • Return Window: 30 days from delivery

  • Return Method: By mail

  • Return Label: Customer responsibility for non-defective returns; free label for defective items

  • Restocking Fees: No restocking fees

  • Refund Processing Time: 7 days

1. Returns

We accept returns for both defective and non-defective products.
You may return an item within 30 days of the delivery date.

2. Exchanges

We accept exchanges.
If you wish to exchange your item for a different size, colour, or product, simply follow the return instructions below.

3. Product Condition

Returned products must be in new condition, meaning:

  • Unused

  • Undamaged

  • In original packaging

  • With all tags, labels, and accessories included

Defective items are exempt and will be inspected upon arrival.

4. Return Window

You have 30 days from the date you receive your order to request a return or exchange.

5. Return Method

All returns are handled by mail.

6. Return Costs & Labels

Defective / Incorrect / Damaged Items

  • Return shipping is free.

  • A prepaid return label will be issued after your return is approved.

Non-Defective Items (Change of Mind)

  • The customer is responsible for the return shipping cost.

  • We can provide a return label upon request, and the cost will be deducted from your refund, or you may use your own shipping method.

7. Restocking Fees

We charge no restocking fees.

8. Refund Processing Time

Once your return arrives and is inspected, your refund will be processed within 7 days.
Refunds can only be issued to the original payment method.

How to Initiate a Return or Exchange

  1. Contact Us
    Email sales@alleyoo.com with your order number and whether you want a refund or an exchange.

  2. Approval & Instructions
    After reviewing your request, we will provide full return instructions and, where applicable, a return shipping label.

  3. Return Address Provided After Approval
    To ensure correct processing, the return address will be provided once your return request is approved.

  4. Package the Item
    Pack the item securely in its original packaging with all accessories included.

Conditions for Specific Situations

Defective or Damaged Products

If your order arrives damaged or defective, contact us within 48 hours.
We will assess the issue and arrange a free return, replacement, or refund.

Change-of-Mind Returns

Unused and undamaged items may be returned within 30 days.
Customer pays the return shipping cost.

Lost or Missing Parcels

If your parcel does not arrive, contact us for an investigation.
If confirmed lost, we will issue a refund or replacement.

Legal Rights

This policy does not affect your statutory consumer rights under UK law.

Contact Information

Company Name: Alleyoo
Address: 29 Commercial Street, Dundee, DD1 3DG, United Kingdom
Chamber of Commerce Number: SC779216
Email: sales@alleyoo.com
Phone Number: +447516001103

We aim to respond within 24 hours