Return Policy

You may request a standard return within 14 calendar days after receiving the product.

The return request must be submitted within the applicable 14-day period by contacting:service@alpwalk.com

If an order contains multiple products delivered separately, the calculation of the return period may depend on applicable law.

For EU and EEA consumers exercising a statutory withdrawal right, the specific rules in Section 18 apply.

Return period is separate from rights relating to defective, unsafe, misdescribed, or non-conforming products. 

Conditions and procedures for eligible change-of-mind returns.

2.1 Definition of Change-of-Mind Returns

A change-of-mind return includes a return because:

· Purchasers no longer want the product;

· Purchasers ordered the wrong product;

· The product does not meet purchasers’ personal preference;

· Purchasers made a purchasing mistake; or

· The return is not caused by a defect, shipping damage, or error attributable to AlpWalk.

Discounted or promotional products are not automatically non-returnable merely because they were discounted.

Final Sale status does not remove rights relating to defective, damaged, incorrect, or misdescribed products.

For an eligible change-of-mind return:

· The product is returned in original packaging where reasonably possible

· Purchasers generally pays the direct return shipping cost;

· A trackable shipping method must be used;

· Premium or expedited original shipping charges are generally not refundable; and

· Standard original delivery charges will be handled according to applicable mandatory law.

Unless applicable law requires otherwise, change-of-mind returns do not apply to the following conditions:

· Requests submitted after the applicable return period;

· Products damaged by misuse, accident, neglect, improper storage, or unauthorized modification;

· Products used beyond reasonable inspection;

· Products with altered or unreadable serial numbers;

· Products that cannot be verified as the originally purchased product;

· Lawfully excluded custom products;

· Gift cards;

· Fully supplied digital content or services where a lawful withdrawal exception applies; and

· Products clearly identified as Final Sale before purchase where such exclusion is legally permitted.

AlpWalk does not impose a general or arbitrary restocking fee.

A refund may be reduced for an actual and reasonable loss in value, and purchasers bear the burden of proving that no such loss occurred.

2.2 Eligibility of Change-of-Mind Returns

To qualify for a standard change-of-mind return, the product should satisfy all of the following conditions:

· The returned product is the originally purchased product;

· All original components and accessories are returned, including but not limited to  chargers, cables, controllers, straps, tools, manuals, cases, and packaging supplied with the product;

· All of the promotional gifts or bundle items where required are included;

· The product remains intact and free from damage caused by misuse, accident, improper handling, or unauthorized modification; no conspicuous stains, persistent odors, cosmetic degradation or functional impairment caused by excessive use or poor maintenance by purchasers. Slight marks resulting solely from reasonable inspection and trial do not render the product ineligible for return;

· The product is returned in original packaging where reasonably possible; and

· Purchaser provides with corresponding order number or other reliable proof of purchase.

Purchasers may inspect or try on the product only to the extent reasonably necessary to understand its nature, fit, characteristics, and basic operation. However, given to the ground that AlpWalk products are wearable electronic products, if purchaser fail to conduct any of the following condition:

· Wear suitable clothing while trying on the product;

· Keep the product clean;

· Avoid extended outdoor use;

· Avoid exercise, hiking, cycling, or long-distance use during inspection; and

· Avoid any activity likely to cause wear or damage.

Opening the packaging or reasonably trying on the product does not by itself eliminate return eligibility.

2.3 How to Request a Change-of-Mind Return

A change-of-mind return application shall be submitted within 3 calendar days after purchaser’s receipt of the product. Unpacking the product or conducting reasonable trial use shall not, on its own, disqualify the return.

Email service@alpwalk.com and provide:

· Full name;

· Order number;

· Product name;

· Product serial number, where applicable;

· Reason for return;

· Photographs of the product, accessories, and packaging; and

· Photographs or video of a reported defect or damage, where applicable.

AlpWalk may request additional information reasonably necessary to verify:

If the purchaser provides with false information, falsified photographs or videos, or intentionally conceals the true condition of the product in a return request, AlpWalk may refuse the refund and reserves the right to seek compensation from the purchaser.

· The order;

· Return eligibility;

· Product condition;

· Reported issue; and

· Correct return location.

After review, AlpWalk will provide:

· Return authorization;

· The correct return address;

· Packing instructions;

· Shipping instructions; and

· Information about return-shipping responsibility.

Do not ship a return before receiving the authorized address and instructions.

Return authorization does not constitute final refund approval. The returned product remains subject to inspection by AlpWalk . If the inspection confirms that the product fails to meet the return conditions (see 2.2 Eligibility of Change-of-Mind Returns), AlpWalk may, at its sole discretion, ship the product back to the purchaser or dispose of the product, and the purchaser shall bear the related transportation costs, except where otherwise required by mandatory law.

2.1 Definition of Change-of-Mind Returns

Examples of a change-of-mind return.

2.2 Eligibility of Change-of-Mind Returns

Product condition, accessories and proof-of-purchase requirements.

2.3 How to Request a Change-of-Mind Return

Application details and return authorization.

3.1 Eligibility of AlpWalk or Product-Related Returns

Purchasers may request returns when:

· The product arrives damaged;

· The product is defective;

· The wrong product is delivered;

· Important parts are missing;

· The product materially differs from its description; or

· The package is seriously damaged.

3.2 How to Request a AlpWalk or Product-Related Return

Contact service@alpwalk.com promptly provide:

· Order number;

· Product serial number;

· Description of the issue;

· Outer-carton photographs;

· Shipping-label photograph;

· Internal-packaging photographs;

· Product photographs; and

· A video demonstrating the issue where reasonably possible and safe.

Visible delivery damage should preferably be reported within 48 hours. If a delayed report makes it impossible to verify the cause of the product damage, the resulting adverse consequences shall be borne by the purchaser, except where otherwise required by mandatory law. 

Failure to report within 48 hours does not automatically remove mandatory legal or warranty rights. However, if the purchaser does not raise a quality objection within 30 days after receiving the product, the product will be deemed not to have had an obvious defect at delivery, without affecting the exercise of statutory warranty rights.

If AlpWalk confirms a product defect, shipping damage, missing item, or fulfillment error, available remedies may include one ore more of the followings at its sole discretion:

· Technical assistance;

· Replacement parts;

· Repair;

· Correction of the order;

· Price reduction;

· Partial refund;

· Full refund; or

· Another remedy required by applicable law.

When AlpWalk confirms return, purchasers shall return all of the original components and accessories including but not limited to  chargers, cables, controllers, straps, tools, manuals, cases, and packaging supplied with the product;

4.1 AlpWalk or Product-Related Returns

AlpWalk will bear reasonable and necessary return costs for a confirmed:

· Manufacturing defect;

· Shipping damage;

· Incorrect product;

· Missing material component; or

· Other AlpWalk fulfillment error.

We may:

· Provide a prepaid label;

· Arrange collection;

· Provide an approved shipping method; or

· Reimburse reasonable costs approved in advance.

4.2 Change of Mind Returns

The purchaser generally bears the direct return cost for a change-of-mind return unless applicable law or an express written offer provides otherwise.

4.3 Unauthorized Premium Shipping

Do not independently purchase unusually expensive, expedited, or specialized return shipping without prior approval where prior approval is reasonably possible.

Failure to obtain approval will not automatically invalidate the return, but reimbursement may be limited to the reasonable cost of an appropriate standard service.

5.1 Responsibility of Purchasers

For a purchaser-arranged return:

· Use a trackable service;

· Retain the receipt;

· Retain the tracking number;

· Use suitable packaging; and

· Consider appropriate shipping insurance because of the product’s value.

AlpWalk is not responsible for any loss or damage occurring during a purchaser-arranged return, except to the extent that such responsibility cannot legally be excluded. The purchaser shall provide the tracking number to the email address designated by AlpWalk within 3 business days after dispatching the return. If the purchaser fails to do so and the return cannot be verified or is lost as a result, the purchaser shall bear the related responsibility.

5.2 Return Facilities

Approved returns will generally be directed to an independent third-party return facility located in:

· The United States; or

· Germany.

· Another location specified in the return authorization email.

The exact return address and return instructions will be provided in the return authorization email.

The assigned location may depend on:

· Delivery destination;

· Product;

· Warehouse allocation;

· Service requirements;

· Carrier restrictions; and

· Operational considerations.

The United States and German facilities are operated by independent third-party service providers under separate agreement with AlpWalk. Such providers are not sellers or the parties to the purchase contract between you and AlpWalk, not agent of AlpWalk, not AlpWalk offices, or not the affiliated corporate entities of AlpWalk.

The seller remains the Chinese company identified in this policy.

5.3 Authorized Return Address

The exact return address will be provided after approval.

Do not send products to:

· The original outbound shipping address;

· An address printed on the parcel unless specifically authorized;

· An address found through an online search;

· A carrier office;

· An AlpWalk office address;

· A warehouse previously used for another return; or

· Any address not included in the current return authorization.

AlpWalk is not responsible for delay, loss, or additional cost caused by sending a product to an unauthorized address, except where responsibility cannot legally be excluded. 

If the purchaser returns the product to an unauthorized address and the product is lost, delayed, or damaged as a result, the relevant risk shall be borne solely by the purchaser, and AlpWalk shall have no responsibility.

5.4 Lithium Battery Shipping

Do not ship a battery that is:

· Swollen;

· Leaking;

· Punctured;

· Crushed;

· Overheating;

· Burned;

· Severely damaged; or

· Otherwise potentially unsafe.

Contact service@alpwalk.com for instructions.

A damaged lithium battery must not be transported unless the proposed method is lawful and safe and has been approved by an appropriate carrier or service provider, and the purchaser will be notified of the approved transportation method within 2 business days of contacting us.

5.5 Return Inspection

After a returned product reaches the authorized facility, it may be inspected for:

· Product identity;

· Serial number;

· Included components;

· Product condition;

· Reported damage or defect;

· Unauthorized modification;

· Evidence of excessive use; and

· Compliance with the authorized return.

Inspection will normally be completed within 5 business days, although technical testing may take up to 15 business days. If additional time is required beyond the aforesaid period, we will notify the purchaser in writing within 2 business days of identifying the need for extended inspection.

6.1 General rules

Where legally permitted, a refund may be reduced for actual loss in value caused by:

· Extended use;

· Outdoor use beyond reasonable inspection;

· Exercise, hiking, cycling, or prolonged walking;

· Scratches, dents, stains, odors, or contamination;

· Missing parts or components;

· Missing promotional items;

· Unauthorized alteration;

· Removed or unreadable serial numbers;

· Damage caused by inadequate return packaging;

· Actual costs caused by an unauthorized return address; or

· Other handling beyond what was necessary to inspect the product.

Any deduction will be based on evidence of the product’s actual condition and value loss. AlpWalk may independently assess the amount of value loss based on the product’s actual condition, and inspection records and photographs from the authorized return facility shall constitute sufficient evidence of the product’s condition.

AlpWalk shall draw decision of deduction based on the aforesaid assessment and notify purchasers in written. Such a decision shall be final, unless the purchaser provides sufficient contrary evidence.

6.2 Bundles and Promotional Gifts

Where an order included:

· A free gift;

· A promotional accessory;

· A bundle discount; or

· Another promotional benefit,

related items may need to be returned together.

If a gift or bundle item is retained, the refund may be recalculated to reflect the price applicable without the promotion, where legally permitted.

No deduction will apply where the promotional item was not delivered, was defective, or AlpWalk instructed the purchaser not to return it.

6.3 Refund Calculation

Subject to applicable law, a refund may include:

· The refundable product price;

· Applicable refundable taxes; and

· Other amounts legally required.

AlpWalk does not currently provide a general direct exchange service for change-of-mind requests.

The usual process is:

1. Request a return;

2. Receive return authorization; and

3. Place a separate order for the desired product.

Return authorization does not reserve replacement inventory.

Defective, damaged, incorrect, or incomplete products may be handled separately under this policy, the Limited Warranty Policy, and applicable law, and the processing time for such claims will be notified to the purchaser within 3 business days of receiving the return.

Contact service@alpwalk.com to request cancellation.

Cancellation cannot be guaranteed once:

· Warehouse processing begins;

· A shipping label is generated;

· The package is transferred to a carrier; or

· Export or customs procedures begin.

If an order has shipped, the purchaser may need to receive it and request a return.

A successfully cancelled, unshipped order will be refunded to the original payment method.

Refusing delivery does not complete an authorized return.

· Where a package is refused or becomes undeliverable because of purchaser-provided information or purchaser action, the purchaser may be responsible for actual and reasonable costs including but not limited to:

· Customs costs;

· Storage;

· Address correction;

· Reshipping, provided that the total amount of such costs shall not exceed the product’s refundable amount.

Such costs may be deducted from any refund due. No arbitrary fee will be imposed.

This does not apply where refusal or failed delivery results from AlpWalk error, serious package damage, or another matter for which AlpWalk is responsible.

After approval, AlpWalk will initiate the refund to the original payment method within 7 business days. The actual time for the refund to be received is subject to the processing rules of the payment provider or bank, for which AlpWalk is not responsible.

A payment provider or bank may require additional processing time, which will not exceed 10 business days from the refund initiation date.

If more than 15 business days have passed since refund approval, contact:

service@alpwalk.com

This section applies to eligible consumer orders governed by EU or EEA distance-selling law. For any subject not provided in this AlpWalk Return and Refund Policy, or where there is any inconsistency with other sections of this Policy, this section shall prevail.

11.1 Withdrawal Period

An eligible consumer may withdraw from the purchase without giving a reason within 14 calendar days after reception.

The applicable period is calculated according to applicable law, including rules for:

· Single-product delivery;

· Multiple products ordered together;

· Products delivered separately; and

· Products delivered in multiple lots.

11.2 Exercising the Right

Before the withdrawal period expires, purchasers shall send a clear statement to:

service@alpwalk.com

Include:

· Name;

· Address;

· Order number;

· Product concerned; and

· A clear statement that you withdraw from the purchase.

11.3 Return Deadline

After notifying AlpWalk, purchasers shall ship the product back without undue delay and generally no later than 14 calendar days after the withdrawal notice.

The deadline is generally met if the product is sent before the 14-day return period expires.

11.4 Return Location

We will provide the applicable authorized third-party return facility address in Germany or another lawful return location.

11.5 Return Cost

Unless AlpWalk agrees otherwise, or the product is defective, damaged, incorrect, or non-conforming, the consumer generally bears the direct return cost where legally permitted and properly disclosed.

Given that the product may contain a lithium battery and may have significant size, weight, or value, return costs may exceed ordinary postal charges.

Contact us at service@alpwalk.com before arranging transportation, and we will confirm the return location and any special shipping requirements within 3 business day.

11.6 Reimbursement

Where the statutory withdrawal right applies, we will reimburse payments required by law, including the cost of the least expensive standard delivery method offered for the original order.

Additional cost resulting from the purchaser selecting premium or expedited delivery may not be reimbursed where legally permitted.

We may withhold reimbursement until:

· The returned product is received; or

· The consumer supplies evidence that it has been sent,

whichever occurs first, where permitted by law.

Refunds will normally use the original payment method unless otherwise agreed without additional cost.

11.7 Diminished Value

The consumer may be responsible for diminished value resulting from handling beyond what was necessary to establish the product’s nature, characteristics, fit, and functioning.

Opening packaging or reasonably trying on the product does not by itself eliminate the withdrawal right, provided that the product is not damaged beyond the scope of reasonable inspection.

Legal Company Name: AlpWalk Technology (Hangzhou) Co., Ltd.
Trading Name: AlpWalk
Registered Address: 3rd Floor, Building C, No. 188 Yunzhan Road, Zhuantang Subdistrict, Xihu District, Hangzhou, Zhejiang Province, China
Email: service@alpwalk.com
Website: store.alpwalk.com