Welcome to Alpine Mountain Coffee! We strive to provide high-quality coffee products, but we understand that there may be times when you need to request a refund or return. Please read the following policy carefully.
Free Return
You have 15 days from receiving the item(s) to return your order without explanation as long as:
- All items are in perfect condition and in the original packaging.
- Any safety seals are not damaged and all labels are retained.
How To Use ‘Free Return’ Service
- Open a dispute within 15 days of receiving the order
- Print a Free Return label
- Go to the designated return point
- Wait for your refund
FAQs About Returns
1) What is the deadline to apply for a return?
You must apply within 15 days of receiving the item(s). To return items, you must keep them in perfect condition, without using or removing the labels and the original packaging.
2) Who pays for the shipping costs when making the return?
If you are returning multiple items from the same seller, please return them together to enjoy Free Return on all items. If you return the goods one by one, you may need to pay an additional shipping fee.
3) How long does it take to be refunded in full?
A full refund will be given once we have received your package and confirmed that the conditions for reimbursement have been met. The sooner you return the item(s), the sooner you will get your refund!
4) How do you deliver/deposit the refund?
Your refund will be returned using the same method used for the original payment of the purchase.
5) How can I make an exchange instead of a return?
We’re sorry, but item exchanges are not currently supported. However, you may place a new order before or after receiving a refund, since the return order and the new order are independent processes.
Refund and Returns Policy
1. General Refund and Return Policy
Alpine Mountain Coffee is a dropshipping business, and our products are sourced from AliExpress.com. As a result, all refund and return requests must adhere to AliExpress’s Refund and Return Policy.
2. Eligibility for Refunds and Returns
Refunds and returns may be granted under the following conditions:
- Damaged or Incorrect Items: If you receive an item that is damaged, defective, or incorrect, you are eligible for a refund or return.
- Item Not Received: If your order does not arrive within the estimated delivery time provided at checkout, you may request a refund.
- Order Cancellation: You can cancel your order before it is shipped for a full refund. Once the order is shipped, cancellation is no longer possible.
3. How to Request a Refund or Return
Since we operate under AliExpress’s policies, all refund and return requests must be made through AliExpress’s Dispute Process.
Steps to Initiate a Refund or Return:
- Go to AliExpress Disputes & Reports.
- Log in with your order details.
- Open a dispute with AliExpress by selecting the appropriate reason.
- Provide clear evidence (photos/videos) if the product is damaged or incorrect.
- Follow AliExpress’s instructions to complete the process.
4. Refund Processing Time
- Refunds are typically processed within 3-20 business days, depending on the payment method used.
- The refund will be issued back to your original payment method.
- If a return is required, AliExpress may request that you send the item back before issuing a refund.
5. Non-Refundable Situations
The following situations do not qualify for refunds or returns:
- Change of Mind: We do not accept returns for buyer’s remorse or personal preference changes.
- Incorrect Shipping Address: If the shipping address provided was incorrect, we cannot offer a refund.
- Delayed Shipping: Shipping delays caused by unforeseen events (such as customs processing, natural disasters, etc.) do not qualify for refunds unless the package is confirmed lost.
- Used or Opened Products: Items that have been used or altered after delivery are not eligible for returns.
6. Contact Us
If you have any questions or concerns about your refund or return request, you can contact us at: helpcenter.aliexpress.com
Please note that since AliExpress handles all refund and return processes, we may have limited ability to assist beyond guiding you through their process.