Refund Policy for Aleksandra's Store

Last Updated: 15 November 2025  

Aleksandra's Store ("we," "us," or "our") wants you to be completely satisfied with your purchase of physical Christmas and personal products. This Refund Policy explains when and how you may return eligible items. We operate exclusively in the United Kingdom (UK) and comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Please read this policy carefully. By placing an order, you agree to these terms.

General Rule – No Refunds on Certain Items

Items purchased without a warranty label at the time of sale are strictly non-refundable and non-exchangeable.
These items are sold “as-is” and are clearly marked on the product page and at checkout as having no warranty label. This applies even if the item is unused or in original packaging.

Eligibility for Refund (Items with Warranty Label)

You may request a refund only for items that:

- Were purchased with a valid warranty label attached at the time of sale; AND
- Are reported to us as faulty, damaged, or not as described within 7 calendar days of the date you receive the item (delivery date shown on Royal Mail/courier tracking).

> Important: The 7-day reporting window starts the day after you receive the item. Late reports (Day 8 or later) will not be accepted, even if the item is faulty.

Conditions for Refund

To be eligible for a refund, the item must:

- Be in its original condition with all packaging, accessories, and warranty label intact and undamaged.
- Not have been used beyond what is necessary to inspect it.
- Include proof of purchase (order number or receipt).

We reserve the right to refuse a refund if the item shows signs of wear, misuse, or damage caused by you.

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How to Report a Problem and Request a Refund

Contact us within 7 days of receipt via:  
Email: alexandra75mac@gmail.com
Subject line: "Refund Request – Order [Your Order Number]"

Include in your email:
   - Your full name and order number
   - Clear photos of the item, packaging, and warranty label
   - Description of the issue (e.g., "Item arrived cracked" or "Wrong colour sent")

We will reply within 2 business days with return instructions.

Once we receive and inspect the item, we will issue a refund within 14 days to your original payment method.

What We Refund

- Full product price (excluding original shipping fees)
- Original delivery cost only if the entire order is returned due to our error (wrong item, damaged in transit by us)

We do not refund:
- Return shipping costs
- Any customs or import duties
- Personalisation or engraving fees (non-refundable by default)

Non-Refundable Items (Even with Warranty Label)

The following are never eligible for refund (but may qualify for repair/replacement under warranty):

- Personalised or custom-made items
- Perishable goods (e.g., edible Christmas treats)
- Intimate or hygiene products (if seal broken)
- Items marked "Final Sale" or "Clearance"

Faulty Items After 7 Days?

If an item with a warranty label becomes faulty after 7 days but within the warranty period, contact us for repair or replacement (not refund). Warranty terms are printed on the label.

Your Statutory Rights

This policy does **not affect your statutory rights** under UK law, including:
- Right to reject goods that are faulty, not as described, or not of satisfactory quality within 30 days
- Right to repair or replacement

However, our 7-day reporting rule applies in addition to your statutory rights for efficiency and fraud prevention.

Contact Us

For refund enquiries or to start a return:

Email: alexandra75mac@gmail.com
Aleksandra's Store  
Registered in England & Wales