Refund Policy

Returns, Refunds & Cancellations Policy

At Alorte, we want you to be happy and confident with every purchase you make. If an item isn’t quite right, we want the return process to be simple and straightforward. Please read this policy carefully before completing your purchase. By placing an order through our website, you acknowledge and accept the terms described below.

1. Return Period

Items that meet our return requirements can be returned within 30 days from the date of delivery, provided they satisfy the conditions outlined below.

2. Conditions for Returns

To qualify for a return, an item must:

• Remain unused and in its original condition
• Have no visible signs of wear, damage, pet hair, odour, or chew marks
• Include all original packaging, accessories, tags, and documentation
• Have a return request submitted within 30 days after delivery
• Receive approval from our customer care team before being sent back

You are welcome to inspect an item's size, fit, and appearance, just as you would when shopping in a physical store. Simply opening the packaging will not make an item ineligible for return. However, allowing a pet to wear, use, or chew the product will make it ineligible because we are unable to resell an item after it has been used.

3. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please get in touch with us within 14 days after delivery so our team can assess the issue and provide a resolution as quickly as possible.

To report an issue, please email [your Alorte support email] and include:

• Your order number
• Clear photographs of both the product and its original packaging
• A brief explanation of the problem

Claims that qualify and are submitted within the required timeframe may be resolved with a replacement, partial refund, store credit, or another suitable solution depending on the circumstances and supporting evidence provided. For qualifying damaged, defective, or incorrect orders, Alorte will cover the cost of return shipping.

Requests made more than 14 days after the delivery date may no longer be eligible for a complimentary replacement or refund.

4. Items Excluded from Returns

We are unable to accept returns for:

• Products displaying signs of use, wear, pet hair, odour, or chewing
• Customized or personalized merchandise, including engraved ID tags, personalized collars, and made-to-order products
• Gift cards
• Products damaged as a result of improper use, incorrect storage, or exposure to water or chemicals
• Certain products that are ineligible for return because of hygiene or safety considerations; any such products will be clearly identified as non-returnable on the applicable product page before purchase

5. Return Shipping

Approved returns must be shipped to the return address provided by our customer care team after your return request has been authorized. Items mailed to another address or returned without receiving approval beforehand cannot be processed.

For defective, damaged, or incorrect products, Alorte will pay the return shipping costs.

For change-of-mind returns, including returns due to personal preference, sizing, or an item no longer being needed, the customer is responsible for the cost of return shipping and must use a trackable shipping service. Any original shipping charges are non-refundable.

Customers making international returns are also responsible for applicable customs duties, taxes, or handling charges and must ensure that all required customs documentation is completed accurately.

Alorte cannot accept responsibility for returned packages that are delayed, lost while in transit, or refused because an incorrect shipping method was used or required documentation was missing. We strongly recommend retaining your postage receipt and tracking information until your return has been completed.

6. Restocking Fee

Alorte does not charge restocking fees. Approved returns will not be subject to hidden restocking or return-handling charges.

7. How to Start a Return

To begin a return request, email [your Alorte support email] and provide the following information:

• Your order number
• The product or products you would like to return
• Your reason for requesting the return
• Clear photographs, if the product is damaged or defective
• Your full name and shipping address

Our team will provide return instructions within 1–2 business days, Monday through Friday. Once you receive those instructions:

1. Pack your return — securely place the item in its original packaging and make sure all components originally included with the product are enclosed.
2. Send your return — follow the directions provided in your return authorization email and take the package to the specified carrier location.

8. Exchanges

Would you prefer another size, colour, or product? We’ll be happy to assist. Contact us at [your Alorte support email], and our team will help arrange an exchange as quickly as possible. All exchanges remain subject to the same eligibility requirements and time limits described above for returns.

9. Order Cancellations

Orders can be cancelled within 30 minutes after they are placed.

After an order has entered processing, we cannot guarantee that a cancellation request can be completed, and the request may be declined depending on the order's current status. Once the order has been delivered, you may request a return according to the requirements of this policy.

Alorte does not charge any fee for cancelling an eligible order.

10. Refunds

After your returned item has arrived and been inspected:

• Our team will verify that the returned product satisfies the eligibility requirements outlined in this policy
• We will inform you whether your return has been approved
• If approved, your refund will be sent back to the original payment method used for the purchase
• Please allow up to 7 business days for your bank or payment provider to complete and reflect the refund

Any original shipping charges are non-refundable. If optional shipping protection was purchased during checkout, the cost of that protection is also non-refundable.

11. Store Credit

In certain circumstances, Alorte may choose to provide store credit as an alternative resolution. Any store credit issued is non-refundable and may only be provided once for each order.

12. Failed Delivery or Incorrect Address

If a package is returned to us because the shipping address entered during checkout was incomplete or incorrect, we may:

• Arrange to ship the package again after it has been returned to our warehouse and the correct delivery address has been verified, or
• Provide store credit as a goodwill resolution, depending on the condition of the products when they are returned

The customer may be required to pay the shipping cost associated with redelivery. If the returned products are no longer in their original condition, an appropriate reduction in their value may be applied.

13. Policy Updates

Alorte may revise, amend, or update this policy at any time. Any changes will become effective as soon as the revised policy is published on our website.

Contact Details

Have a question?
Website: Alorte.com
Email: team@alorte.com

Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (PST)

We aim to reply to all customer inquiries within 1–2 business days.