Returns & Refunds

30 days to change your mind

You have the right to cancel your order within 30 days, without giving a reason. This is longer than the 14 days you are entitled to under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 30 days run from the day you, or someone you nominate other than the carrier, take physical possession of the goods. If your order arrives in more than one parcel, the period runs from the day the last item arrives.

How to cancel

Tell us before the 30 days are up. You can:

email support@alouver.com with your order number, or
use our contact form, or
complete the model cancellation form below and send it to us.

You then have a further 14 days to send the goods back. We will confirm your cancellation by email as soon as we receive it.

Condition of returned items

You may handle and inspect the goods as you would in a shop. You are only responsible for any reduction in their value caused by handling beyond that.

Items must be unused, uninstalled and undamaged, and returned with all original parts, fittings and accessories.
Please return items in their original packaging where you reasonably can. Lighting and glass should be packed securely so they are not damaged in transit.
Items made to your personal specification cannot be returned unless they are faulty or not as described.

If an item comes back showing signs of use beyond normal inspection, we may deduct an amount from your refund to reflect the reduction in value, and we will explain the deduction to you in writing.

Return address

You do not need to contact us first to get the address, although it helps us match your parcel to your order if you tell us it is on its way.

ALOUVER – Returns
H. Roland Holstweg 11
's-Gravenzande
Zuid-Holland
2692 CA
Netherlands

Return postage

You pay the cost of returning the goods to us, unless the item is faulty, not as described, or we sent you the wrong thing — in those cases we cover the return cost.

Return parcels travel at your risk until they reach us, so please use a tracked service and keep your proof of postage. We cannot refund a return that never arrives and for which there is no proof of postage.

Your refund

Full returns are refunded in full. Partial returns are refunded for the items returned.
We refund within 3–5 working days of your return reaching us and being inspected, and in any event within 14 days of receiving the goods back or of you providing proof that you have sent them, whichever is earlier.
Refunds go back to the payment method you used for the original order, unless you agree otherwise.

Faulty, damaged or wrong items

Your rights under the Consumer Rights Act 2015 sit alongside the 30-day cancellation right above and are not affected by it. If goods are faulty, not as described or not fit for purpose:

within 30 days of delivery you can reject them and get a full refund;
after that you can ask for a repair or replacement, and a price reduction or refund if that does not put things right.

Email support@alouver.com with your order number and photographs of the problem. Do not send the item back before we have seen the photographs — it lets us resolve most cases without you posting anything. If we sent you the wrong item or the wrong size, we send the correct one at our cost.

Exchanges

We are happy to exchange an item for a different size, colour or finish within 30 days, provided it is unused and in its original condition. Email support@alouver.com. You pay the postage to send the original item back; we cover the postage of the replacement.

Cancelling before dispatch

If your order has not yet been dispatched you can cancel it outright — email us as soon as you can and we will refund you in full. If it has already gone out, use the 30-day cancellation right above.

Model cancellation form

You do not have to use this form, but you may. Complete it and send it to support@alouver.com or to the return address above.

To: Trennety, trading as ALOUVER, H. Roland Holstweg 11, 's-Gravenzande, Zuid-Holland, 2692 CA, Netherlands, support@alouver.com

I We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Contact

Website name: ALOUVER
Company name: Trennety
Address: H. Roland Holstweg 11, 's-Gravenzande, Zuid-Holland, 2692 CA, Netherlands
E-mail: support@alouver.com
Contact form: contact
Phone: +31 6 41339190
Company number (KVK): 89621743
TAX number (VAT): NL004747675B80