REFUND POLICY

What is ALCME' return policy?

ALCME accepts returns within 30 days of receiving your package. If you do not request a return within this time frame, we cannot issue a refund due to our policy.

If you are eligible for a return, please note that we do not reimburse shipping costs for returns made for personal reasons. Returned products and packaging must be in good condition.

If the return is due to a product defect, please take photos or videos of the product and contact us. We will cover the return shipping costs and refund the purchase price or offer a new product at a discounted price.

How do I start the return process?

To start the return process, send an email to support@alcmex.com with your order number and reason for return.

What if I don't have my order number?

You can find your order number by providing a valid email address, full name, and shipping address. Your order number can also be found in your Glaciva account, shipping notification, or order confirmation email.

How should I pack my return?

Place the original packaging in a cardboard box. Fill the remaining space with packing materials or bubble wrap to avoid damage during shipping. No refunds will be given for returned items that are damaged due to improper packaging.

How do I get a return address?

Please contact customer service to obtain a return address. Please do not return the item without contacting us to avoid problems or unnecessary losses. Please note that our return address is different from the address on the package label.

Our return address is usually: PATAC GMBH – LY – FXGJ
Halskenstrasse 22-26 Halle A4+A5 40880 Ratigen NRW

How long will it take for ALCME to process my return?

It takes 5-7 business days for the return to be processed once it reaches our warehouse. If the return is accepted, your refund will be issued within 48 hours. For US credit cards, refunds typically appear within 2-3 business days. For international credit cards, refunds may take 5-7 business days or longer, depending on your financial institution.

If you have not received your refund, please contact us at support@alcmex.com.

Does ALCME provide return labels?

We do not provide return labels and do not cover the cost of domestic or international returns, except in exceptional circumstances.

What happens if my return is lost in the mail?

Please keep your return tracking number until you receive confirmation that your package has been processed. Take a picture of the courier's return receipt, as this may be helpful if your package is lost. Refunds cannot be issued for items that have not been safely returned to ALCME. However, a claim can be made with a tracking number that shows confirmed delivery.

Why didn't I receive a full refund?

Shipping costs for all orders are non-refundable and may be deducted from your refund. Partial refunds may be granted in certain situations.

If the return is due to the consumer's error, the consumer is responsible for the shipping costs according to the express delivery company they have chosen. If the return is due to our error, such as damaged or incorrect products, the consumer is not responsible for the shipping costs.

Note

If the product is to be returned, it must be packaged in its original box. If the original packaging cannot be delivered, additional charges may apply.

In the following cases, the customer is responsible for additional shipping costs:

a. Delivery failed due to the incorrect address provided by the customer.

b. The customer refuses to sign for the package or does not collect it in time after the package arrives.