At Alishan, customer satisfaction is our priority. We are committed to providing quality winter and cold-weather products and a fair and transparent returns and refund process.

This Return & Refund Policy explains how returns, cancellations, refunds, and exchanges are handled for purchases made through our website, https://alishanstore.com/ .

By placing an order with Alishan, you acknowledge and agree to the terms outlined in this policy. Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Overview

We accept returns and provide refunds for eligible products in accordance with applicable UK consumer protection laws and the terms of this policy.

If you wish to return an item, please contact us before sending the product back.

Once we receive and inspect the returned item, we will notify you of the outcome and, where applicable, process your refund.

2. Your Statutory Cancellation Rights

If you are a consumer purchasing goods online in the UK, you generally have the right to cancel your order within 14 days from the day after you receive the goods, without providing a reason, subject to certain legal exceptions.

If you decide to exercise this right, you must notify us clearly that you wish to cancel your order.

After notifying us of your cancellation, you generally have a further 14 days to return the goods to us.

These statutory cancellation rights are separate from any additional voluntary returns policy that Alishan may offer.

3. Condition of Returned Products

Where you are exercising a statutory cancellation right, you may handle the goods only to the extent necessary to establish their nature, characteristics, and functionality.

Returned products should, where reasonably possible, be:

• Unused and in their original condition.
• Returned with their original packaging.
• Returned with original tags, labels, and accessories where applicable.
• Accompanied by valid proof of purchase, such as an order confirmation or receipt.

You may be responsible for any diminished value of goods resulting from handling beyond what is reasonably necessary to inspect them, subject to applicable law.

Nothing in this section limits your legal rights if a product is faulty, damaged, defective, or not as described.

4. Return Process

To initiate a return, please contact us at rongorafashion@gmail.com before sending your item back.

Please include:

• Your full name.
• Order number.
• The product you wish to return.
• The reason for the return, where applicable.

Once your return request has been reviewed, we will provide the relevant return instructions.

Please do not send products to an address unless we have provided you with the appropriate return instructions.

Unless the product is faulty, damaged, incorrect, or otherwise not as required by law, you may be responsible for the direct cost of returning the goods where applicable and where this cost has been communicated to you before purchase.

5. Faulty, Damaged, or Incorrect Products

If you receive a product that is faulty, damaged, defective, or not as described, please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs showing the issue or damage.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, refund, price reduction, or another appropriate remedy.

We will handle faulty, damaged, or incorrectly supplied products in accordance with applicable UK consumer law.

6. Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved.

If your refund is approved, the refund will normally be made using the original payment method.

Where you exercise a statutory cancellation right, refunds will be processed in accordance with applicable UK law.

Unless otherwise required by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been returned, whichever occurs first.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

7. Return Shipping Costs

If you cancel an order under your statutory cancellation rights, you may be responsible for the direct cost of returning the goods unless:

• The product is faulty or defective.
• The product was supplied incorrectly.
• We have agreed to cover the return cost.
• Applicable law requires us to cover the cost.

Any applicable return costs will be communicated in accordance with the law.

8. Non-Returnable Products

Certain products may not be eligible for cancellation or return where permitted by applicable law.

Examples may include:

• Personalised or customised products.
• Products that are made to the customer's specific requirements.
• Products that cannot be returned for health, hygiene, or other legal reasons where applicable.
• Products that have been damaged through misuse or improper handling.

This does not affect your statutory rights where a product is faulty, defective, damaged, or not as described.

9. Exchanges

Where possible, we may offer an exchange for products that are defective, damaged, or supplied incorrectly.

If you would like to exchange an eligible product for the same item, please contact us at:

Exchanges are subject to product availability.

Where an identical replacement is unavailable, we may provide an alternative remedy in accordance with applicable law.

10. Late or Missing Refunds

If you have been notified that your refund has been processed but you have not received it, please:

• Check your bank account again.
• Check with your credit card or payment provider.
• Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at:

Email: rongorafashion@gmail.com

Please include your order number and relevant refund details so that we can investigate the matter.

11. Promotional and Discounted Products

Products purchased using promotional discounts or special offers remain subject to the same statutory consumer rights that apply to other purchases.

Any additional terms relating to a specific promotion will be communicated at the time of purchase.

12. Changes to This Policy

We may update or revise this Return & Refund Policy from time to time to reflect changes to our services, procedures, or applicable legal requirements.

Any updates will be published on this page with a revised "Last Updated" date.

Where required by law, appropriate notice will be provided for material changes.

We encourage customers to review this policy periodically for the latest information.

13. Contact Information

If you have any questions regarding this Return & Refund Policy, a return, cancellation, or refund, please contact us:

Thank you for shopping with Alishan. We appreciate your trust and are committed to providing a fair, transparent, and customer-focused returns and refund experience.