Refund policy
RETURN AND REFUND POLICY
Last updated: 4 September 2026
At ALDER & CO, we want you to be satisfied with your purchase. This Return and Refund Policy explains your rights when purchasing from our online store at alderandco.online.
1. Your Right to Cancel
If you are a consumer purchasing online, you have the right to cancel your order within 14 days from the day you, or a person nominated by you, receives the goods, without giving any reason.
To exercise your right to cancel, you must contact us within the 14-day cancellation period at:
Email: service@alderandco.online
Please include your order number, full name and a clear statement confirming that you wish to cancel your order.
Once you have notified us of your cancellation, you must return the goods within 14 days.
2. Condition of Returned Items
Customers may inspect and handle products in the same way they reasonably would in a physical shop.
Returned products should, where possible, be returned in their original condition, with original packaging, labels and accessories.
We may make a reasonable deduction from the refund if the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning.
Your statutory rights are not affected.
3. Return Shipping
Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for the direct cost of returning the goods.
Where an item is faulty, damaged, incorrect or not as described, ALDER & CO will cover reasonable return costs where required by applicable law.
Before returning an item, please contact service@alderandco.online for return instructions.
4. Refunds
Once your return has been received and inspected, we will process your refund using the same payment method originally used for the purchase, unless otherwise agreed.
Where you exercise your statutory right to cancel, refunds will be issued within the time required by applicable UK consumer law.
We will refund the price paid for the returned goods and, where required by law, the cost of our standard delivery service.
If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost is not refundable unless required by law.
Your bank or payment provider may require additional time to display the refund after we have processed it.
5. Faulty, Damaged or Incorrect Products
If your product arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible at service@alderandco.online.
Please provide:
- Your order number;
- A description of the problem;
- Photographs or other reasonable evidence where appropriate.
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
6. Exceptions
Statutory cancellation rights may not apply to certain categories of products, including:
- Goods made to your specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
- Other products excluded from cancellation rights under applicable UK law.
These exclusions do not affect your rights where an item is faulty, damaged or not as described.
7. Exchanges
If you would like to exchange an item, please contact us at service@alderandco.online. Exchanges are subject to product availability.
Where appropriate, the quickest option may be to return the original product and place a new order.
8. Order Cancellation Before Dispatch
If you wish to cancel or modify an order before dispatch, contact us as soon as possible at service@alderandco.online.
We cannot guarantee that an order can be changed once processing or fulfilment has begun.
9. Contact
ALDER & CO
Operated by Christopher Trevor Mansfield
15 Penwald Court
Peakirk
Peterborough
PE6 7HD
United KingdomEmail: service@alderandco.online
Website: alderandco.online
Return and cancellation rules do Shopify
Na parte de cima da tela que você mostrou, em Default rules, eu recomendo:
- Cancellation period: 14 days after delivery
- Return period after cancellation: 14 days
- Restocking fee: £0 / No restocking fee
- Return shipping: Customer pays for change-of-mind returns; ALDER & CO covers reasonable costs for faulty/incorrect goods