Return and Refund Policy

Last Updated: August 13, 2026

Thank you for shopping with ALVCASE, operated by ALVEQUE LTD. We want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions and procedures for returns, exchanges, refunds, damaged products, and order cancellations.

1. 30-Day Return Policy

We offer a 30-day return period.

You may request a return within 30 days from the date you receive your order.

To be eligible for a return, the product must:

• Be unused or only inspected to the extent reasonably necessary to determine its nature and suitability.
• Be returned in its original condition.
• Include the original packaging and accessories, where applicable.
• Show no signs of intentional damage, misuse, excessive wear, or improper installation.
• Include proof of purchase or your order number.

Please contact us before returning any product so that we can provide the appropriate return instructions.

2. How to Request a Return

To request a return, please contact us at:

Email: info@alvequeltd.xyz
Phone: +44 2076002722

Please provide:

• Your full name
• Order number
• Product you wish to return
• Reason for the return
• Photos of the product if it is damaged, defective, or incorrect

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

Please do not send products back without contacting us first.

3. Incorrect Phone Model or Colour

Please make sure you select the correct phone model, size, design, and colour before placing your order.

For example, cases designed for different iPhone models, such as iPhone 15, iPhone 15 Pro, iPhone 15 Pro Max, iPhone 16, iPhone 16 Pro, iPhone 16 Pro Max, iPhone 17, iPhone 17 Pro, or iPhone 17 Pro Max, may have different dimensions and camera openings.

If you accidentally order the wrong phone model or colour, please contact us as soon as possible.

If your order has already been shipped, you may need to receive the product first and then request a return or exchange in accordance with this policy.

4. Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If your product arrives:

• Damaged
• Defective
• With significant manufacturing defects
• Different from the product ordered
• In the wrong colour or phone model due to our error

please contact us as soon as reasonably possible.

We may request photographs or other information to help us verify the problem.

Where appropriate, we will arrange a replacement, exchange, refund, or another suitable solution.

If the problem was caused by an error on our part, you will not be required to bear reasonable return costs associated with correcting that error.

5. Exchanges

If you would like to exchange a phone case for another colour, design, or compatible phone model, please contact us.

Exchange requests are subject to product availability.

In some circumstances, the quickest method may be to return the original item and place a new order for the replacement product.

Any statutory rights you have under applicable consumer law remain unaffected.

6. Non-Returnable Items

Returns may not be accepted for:

• Personalised or custom-made products, except where required by law.
• Products damaged through misuse, accident, or improper handling.
• Products showing excessive wear or damage occurring after delivery.
• Products modified or altered by the customer.
• Items specifically identified as non-returnable where permitted by applicable law.

This section does not limit your rights regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.

7. Return Shipping

Where you are exercising a standard change-of-mind return, you may be responsible for return shipping costs where permitted by applicable law and where this was communicated to you.

If the product is faulty, damaged upon arrival, incorrect, or not as described due to an error by ALVCASE, we will handle reasonable return shipping costs as required by applicable law.

We strongly recommend using a tracked shipping service when returning products.

8. Refunds

Once we receive and inspect your returned product, we will notify you regarding the status of your refund.

If approved, the refund will normally be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. Processing times may vary depending on your bank, card issuer, or payment provider.

Shipping charges will be refunded where required by applicable consumer law.

9. Late or Missing Refunds

If you have not received your refund after we have confirmed that it was processed:

1. Check your bank or payment account again.
2. Contact your card issuer or payment provider.
3. 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 info@alvequeltd.xyz.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or shipped, we will try to cancel it before dispatch.

If the order has already been dispatched, cancellation before delivery may no longer be possible. You may instead exercise any applicable return or cancellation rights after receiving the order.

11. UK Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or replace any rights available to consumers under applicable UK consumer protection legislation.

Where you purchase online as a consumer, you may have statutory cancellation rights for eligible purchases, subject to applicable exceptions.

You may also have statutory remedies where goods are faulty, not as described, or not of satisfactory quality.

Where this policy conflicts with a mandatory right provided by applicable law, the applicable statutory right will prevail.

12. Contact Us

If you have questions regarding a return, exchange, cancellation, damaged item, or refund, please contact us:

ALVCASE
Operated by ALVEQUE LTD

Address: 128 City Road, London, United Kingdom, EC1V 2NX
Email: info@alvequeltd.xyz
Phone: +44 2076002722

Customer Support: Please include your order number when contacting us regarding an existing order.