Returns

1. Returns Under the Legal Withdrawal Right (14 Days)

In accordance with European consumer law, you have the right to withdraw from your purchase within 14 calendar days from the day you — or a third party designated by you, other than the carrier — received the goods.

After these 14 days have passed, returns can no longer be accepted.

How to Exercise Your Right of Withdrawal

To exercise this right, you must notify us of your decision by sending an unequivocal statement to:

📧 info@alps-nature.com

The statement may be sent by email (recommended) or by postal mail. Please specify:

  • Your full name

  • Order number

  • Items you wish to return

  • Reason for return (optional)

Return Procedure & Costs

  • You must return the goods to us within 14 calendar days from the date you notify your withdrawal.

  • Returns must be sent to the following address:

Grupo GEMA Online, S.L.
Carrer Eugeni d'Ors 15 Bajos Roses 17480 España

  • The customer is responsible for the direct cost of returning the goods.

If you prefer that we generate the return label for you, the cost will be:

  • €4.95 for Standard Return

  • €7.95 for Express Return

You may also send the return using your own preferred carrier.

Refunds

Upon withdrawal, we will refund:

  • The cost of the returned product(s)

  • Shipping fees are not refundable if the service was correctly provided

Refunds will be issued within 14 calendar days from the date we receive your withdrawal request.
However, we may withhold the refund until:

  • We receive the returned goods, or

  • You provide proof that the goods have been shipped back
    (whichever happens first)

Refunds are processed via bank transfer to the account provided by the customer.

2. Returning a Non-Conforming, Missing, or Defective Product

Upon receiving your order, please verify the condition and accuracy of all items.
If the package is excessively damaged, we strongly recommend refusing the delivery.

If any product is:

  • Defective

  • Incorrect

  • Missing

  • Delivered in the wrong quantity

Alpsnature will cover all return shipping costs.

For Missing Items

You must provide:

  • Photographs of the outer packaging

  • Photographs of all contents together

  • A copy of the invoice received

All orders are weighed with precision scales during preparation.

Deadline to Report an Incident

All issues must be reported within 48 hours of delivery.
Claims made after this period cannot be accepted.

3. Returning an Unwanted Product (Full or Partial Order)

If you are not completely satisfied with your purchase, you may return the product(s) within 14 days of receiving your order, provided the items are:

  • Unused

  • Unopened

  • In their original packaging and condition

Returns outside this timeframe cannot be accepted.

4. Important Notes

  • Only the value of the returned product(s) will be refunded.

  • Original shipping costs will not be refunded, provided the delivery service was correctly executed.

  • Products that are opened, used, or not in their original condition cannot be refunded unless defective.

  • Customers are responsible for ensuring the safe return of goods.