Informativa sui rimborsi

Refund & Return Policy

Last updated: July 2026

This policy applies to purchases made through wearaleona.com.

ALEONA is the trading name of the seller operating this online store. The seller’s legally required identification and contact details are available on our Legal Notice and Seller Information page.

For customer support, contact:

Email: info@wearaleona.com
Website: wearaleona.com

1. Fourteen-Day Right of Withdrawal

Consumers may withdraw from an online purchase within 14 days after receiving the goods, without providing a reason.

The withdrawal period begins on the day you, or a person nominated by you other than the carrier, receives the order.

To request a return, email info@wearaleona.com before the 14-day period expires.

Please include:

Your full name
Your order number
The product you wish to return
A clear statement that you wish to withdraw from the purchase

You may provide a reason for the return, but this is optional.

After notifying us, you must send the product back within 14 days.

2. Return Instructions and Address

Please do not send a return before contacting us.

After your return request is registered, ALEONA will provide:

The authorised return address
Packaging instructions
Any required return reference
Additional customs instructions, where applicable

The authorised return address may differ depending on the product, fulfilment location and customer’s country.

Do not return products to:

The sender address printed on the parcel
A supplier address
A carrier depot
ALEONA’s public contact address

unless ALEONA expressly confirms that address in writing.

Returns sent to an unauthorised address may be delayed or may not be recoverable.

3. Condition of Returned Products

You may inspect the product only as reasonably necessary to confirm its nature, appearance, characteristics and functionality, in the same way you would inspect a product in a physical store.

Returned products should be:

Unworn and unused beyond reasonable inspection
Clean and free from stains, scratches, odours or damage
Returned with all original tags
Returned with the dust bag, straps, accessories and inserts supplied
Securely packaged to prevent damage during transport

Original packaging should be included whenever reasonably possible.

If a product has been handled or used beyond what is reasonably necessary for inspection, ALEONA may reduce the refund to reflect the resulting loss in value.

4. Products Excluded from Change-of-Mind Returns

The change-of-mind withdrawal right may not apply to:

Products made to the customer’s individual specifications
Clearly personalised or customised products
Gift cards, where applicable
Products lawfully excluded for hygiene or health-protection reasons after being unsealed, where applicable

Selecting a standard colour, size or option offered on the product page does not by itself make a product personalised.

These exclusions do not affect your rights if a product is defective, damaged, incorrect or materially different from its description.

5. Change-of-Mind Return Costs

For a change-of-mind return, the customer is responsible for the direct cost of sending the product to the authorised return address.

We recommend using a tracked and insured shipping service and retaining proof of postage.

Unless ALEONA arranged the return shipment, the customer is responsible for the parcel until it reaches the authorised return location.

ALEONA is not responsible for returns that are:

Sent to an incorrect or unauthorised address
Lost during shipping arranged by the customer
Damaged because of inadequate return packaging

6. Original Delivery Charges

If you validly withdraw from the entire order, ALEONA will refund the original standard delivery charge where required by applicable law.

If you selected express, premium or another delivery service costing more than standard delivery, the additional amount above the standard delivery price will not be refunded.

If standard delivery was free, there is no original delivery charge to refund.

For a partial return, the original delivery charge may not be refundable where the delivery cost would have remained the same for the products you kept.

7. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect or incomplete, contact:

info@wearaleona.com

Please provide:

Your order number
A description of the issue
Clear photographs or video of the product
Photographs of the outer and inner packaging
A photograph of the shipping label
Photographs showing any damage or missing contents

Reporting visible shipping damage within 24 hours helps us investigate the issue with the carrier. However, failure to report within 24 hours does not remove mandatory consumer rights.

Depending on the circumstances and applicable law, the available remedy may include:

Repair
Replacement
Price reduction
Refund

For an accepted claim involving a defective, damaged or incorrect product, ALEONA will provide return instructions and cover reasonable return costs.

8. Legal Guarantee

Products sold to consumers are covered by mandatory legal guarantees under applicable consumer law.

For customers in the European Union, goods generally benefit from a minimum two-year legal guarantee from the date of delivery.

If a product is defective, is not as described or does not have the advertised characteristics, you may be entitled to repair or replacement without charge.

Where repair or replacement is impossible, disproportionate, significantly delayed or causes substantial inconvenience, you may be entitled to a price reduction or refund.

The legal guarantee is separate from the 14-day change-of-mind withdrawal right.

The following are not normally considered manufacturing defects:

Normal wear and ageing
Accidental damage
Damage caused after delivery
Improper cleaning or storage
Exposure to water, chemicals, excessive heat or prolonged sunlight
Overfilling
Damage caused by rough or abrasive surfaces
Failure to follow care instructions
Unauthorised alterations or repairs

9. Return Inspection

After receiving the return, ALEONA will inspect it and notify you whether the refund is:

Approved
Partially approved
Rejected

If a deduction is proposed because the product has lost value, we will explain the reason and may provide photographic evidence.

A change-of-mind refund may be reduced or refused where:

The return request was submitted after the applicable deadline
The product was returned late without prior agreement
The product shows use or damage beyond reasonable inspection
Tags, accessories or included items are missing
The returned item is not the product originally purchased
The claim appears fraudulent
The product falls within a lawful exception to the withdrawal right

Mandatory consumer rights remain unaffected.

10. Refund Timing

Approved refunds will be issued to the original payment method.

For a valid withdrawal, ALEONA will process the refund without undue delay and within the period required by applicable law.

We may withhold the refund until:

The returned product has been received; or
You provide reliable evidence that the product was sent,

whichever occurs first.

After ALEONA processes the refund, your bank, card issuer or payment provider may require additional time to display the funds.

11. Exchanges

ALEONA does not normally provide direct exchanges.

To receive another colour, size or product, return the original product under this policy and place a new order.

For defective or incorrectly supplied products, contact us before placing another order.

12. Order Cancellations

Contact info@wearaleona.com as soon as possible if you wish to cancel an order.

We will try to cancel the order before fulfilment, but cancellation cannot be guaranteed after processing or shipping has begun.

If the order has already shipped, you may use your applicable withdrawal or return rights after delivery.

13. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a parcel without first cancelling the order, the parcel may be returned to ALEONA or a fulfilment partner.

Where permitted by law, reasonable return-transport or carrier charges caused by the refusal or failure to collect may be deducted from the refund.