Returns and warranty
Returns, exchanges and guarantees to purchase with clarity
Conditions, timing and documents must be clear before purchase, especially when choosing a technical wetsuit or a made-to-measure configuration.
Clear conditions for technical and made-to-measure products
This guide explains how to manage a return request, what precautions to use for shipping, how item control works and what conditions come into play for guarantees and customized products.
- The return request must be initiated within 30 working days of receiving the item.
- The product must return intact, carefully packaged and complete with accessories and documentation.
- Products made to measure or clearly personalized follow specific conditions and do not fall within the normal right of withdrawal.
How to open a return request
The procedure must start from the correct order and the item to be returned. A complete request reduces management times and allows Alpha to verify the case in an orderly manner.
Select order and item
Indicate the order and the product or products for which you want to open the request.
Clear motivation
Describe the reason for the return and add any useful notes for the check.
Confirmation and document
After the request you will receive operational instructions and, when required, a document to include in the package.
Ship the return safely
The return must arrive intact. For this reason, it is recommended to use a traceable service and adequate packaging, avoiding untrackable or uninsured shipments.
Trackable courier
Choose a service that allows you to control delivery and receipt of the package.
Complete package
Return the item in the original packaging, complete with accessories, documents and equipment.
Transport responsibility
Alpha cannot be held liable for damage, theft or loss on shipments that are not adequately tracked or insured.
Refund and goods inspection
When the return arrives, the items are checked. If the request falls within the conditions, the refund is handled on the method consistent with the original payment.
Checking articles
The warehouse checks the integrity, completeness and correspondence of the returned items.
Refund times
The refund will be made within 14 working days of receiving the return, according to the applicable conditions.
Original method
The credit follows the payment method used during the purchase phase, when technically available.
Before requesting a return
For technical products and made-to-measure wetsuits, check a few key elements before opening the request.
- Retrieve order number, email used for the purchase and document received with the goods.
- Check that the product, packaging, accessories and documentation are complete.
- For bespoke or personalized items, please contact Alpha before shipping any products.
Warranty
Legal guarantee and defects of conformity
The products marketed by Alpha are covered by the manufacturer's conventional warranty and by the 24-month legal guarantee for defects of conformity, according to the conditions applicable to the consumer.
Purchase document
To receive warranty assistance, keep the invoice, transport document or proof of purchase received with the goods.
- Order number.
- Tax document or DDT.
- Photos and description of the problem, if requested.
Correct use
The warranty on defects of conformity applies when the product has been used correctly and the problem does not depend on improper use, accidental damage or inadequate maintenance.
- Describe how and when the defect appeared.
- Do not intervene on the product before evaluation.
Possible solutions
In the event of a recognized defect, Alpha may proceed with repair, replacement, price reduction or other solution consistent with the legislation and the availability of the product.
- Restoration of compliance.
- Replacement when possible.
- Alternative solution agreed with the customer.
Frequently asked questions
Useful answers before choosing
How long can I request a return?
The request must be initiated within 30 working days of receiving the item, following Alpha's instructions and preparing the order number, product and reason.
Is the return free?
Alpha indicates free returns on items purchased online within 30 days, when the request falls within the established conditions.
Can I make a custom made wetsuit?
Products made to measure or clearly personalized do not fall within the normal right of withdrawal. Before ordering, clarify measurements and configuration with Alpha.
When will I receive the refund?
After receiving and checking the goods, the refund is managed within 14 working days of receiving the return, according to the applicable conditions.
How long does the warranty last?
For private consumers, there is a 24-month legal guarantee for defects in conformity, in addition to the conventional manufacturer's guarantee indicated in the product documentation.
Do you have doubts about returns, exchanges or guarantees?
Before shipping a product, collect the order number, photo and case description. For custom made wetsuits or customized products, contact Alpha before proceeding.
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