We want to provide a great experience to our customers and if for some reason you might want a return, a replacement, or a refund, it can be requested according to our policies (read below). We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to domestic US countries. By placing an order through the ALPHAGEAR website you are agreeing to the terms, conditions, and policies below, without exceptions.
Also, we must clarify that our products are made with strong materials and go through an inspection process to provide a different experience from other brands. However, don’t submit them to any kind of “strength tests”, they are strong but it doesn’t mean they are indestructible. Be aware of the correct use of the product according to the instructions and warnings.
PLEASE NOTE: Customers must confirm measurements before proceeding with their purchase. Returns over size differences will not be accepted. We provide this information throughout our website. You can also reach out to our customer care team for any questions related to the watches dimensions and one of our experts will assist you.
Our policy does not allow for returns based on claims that the watch does not perform functions outside of those stated in the product's specifications and listed in the Frequently Asked Questions (FAQs). We strongly encourage customers to review these details before making a purchase to ensure that the product meets their needs.
30-DAY RETURN POLICY (RESTRICTIONS APPLY DUE TO PRODUCT CONDITIONS)
Please Note: To start any valid ticket, please follow the instructions to return the item back to our warehouse.
You must notify us within 3 days from the day of delivery if our product doesn’t meet your expectations or if it has any damage on arrival , or 14 days if the product came with any software issues.
Please contact us by email at email@example.com explaining the situation and with the subject "RETURN + ORDER NUMBER".
If you meet our requirements, we will send you the return instructions.
Items must be received in the warehouse within the 30 day guarantee.
FOR RETURNS & REFUNDS:
NOTE: You must attach a picture or video to your request to better understand what's the reason you want to return your product.
To be eligible for a return, your item must be in the same (new) condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. Details on conditions for returns and refunds are explained below in these terms.
In case you are eligible for a return, you must physically send THE RETURN FORM that we give you with the instructions. Otherwise, your return may not processed or you will be deducted a processing fee from your refund.
PLEASE NOTE: WE DO NOT PROVIDE REPLACEMENTS FOR BROKEN OR SCRATCHED PRODUCTS. ANY PRODUCT THAT HAS BEEN THROUGH MISUSE OR WEAR AND TEAR IS NOT ELEGIBLE FOR A REPLACEMENT.
ALL PRODUCTS ARE INSPECTED AFTER BEING RECEIVED TO MAKE SURE THEY QUALIFY FOR A REFUND, ANY PRODUCT SENT BACK MISLEADING THE POLICY WILL NOT BE ELEGIBLE FOR A REFUND AND YOU WILL BE RESPONSABLE TO PAY THE SHIPPING TO RECEIVE YOUR PRODUCT BACK.
To be eligible for a return and refund, you MUST meet the following conditions:
- We ONLY accept returns notified within the first 3 or 14 DAYS from the date of delivery (time conditions explained above).
- The product and accessories must be returned in their original box. (No Exceptions)
- We do not accept broken and damaged products as a result of usage. (If you send the product in these conditions, you are not entitled to a refund). If the product has been damaged through abuse or extreme “testing”, it will not be accepted; We thoroughly test our watches so that you don’t have to. However, some people seem to misuse the product expecting it to hold up. Do not submit the watch to extreme conditions on purpose.
- When we receive the product, we will provide a refund within 5 to 10 business days.
- AlphaGear 1 Year Warranty is not refundable.
- Our watches are Water Resistant which means they are allowed to be in contact with certain amounts of water, it’s been tested under heavy rain and snow. However, we don’t recommend using it at the beach (salt water damages all electronics), swimming, or taking a shower. Conditions apply on water damage return orders.
Note: You are responsible for the return label if the product doesn’t meet your expectations. We suggest you send the product back in an envelope to save on shipping.
If we receive any order AFTER 30 days from the delivery day, or if you do not meet ALL the conditions explained above, you will NOT BE ELIGIBLE and your support ticket will be automatically closed.
Any screen protector returned that has been attached to the watch is not refundable.
FOR RETURN & REPLACEMENTS:
If you bought the AlphaGear 1-Year Warranty along with your product(s), you are covered for 365 days against ANY kind of damage or defect and you are eligible for an immediate replacement. This warranty option is at the end of your payment process.
If you didn’t add the AlphaGear 1-Year Warranty, your AlphaGear product has 3 or 14 days of warranty against internal or software issues as explained in this policy.
NOTE: You must attach a picture or video to your request to better understand what's the reason you want to return your product
To be eligible for a return, your item must be in the same (new) condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. Details on conditions for replacements are explained below in these terms.
In case you are eligible for a return, you must physically send THE RETURN FORM that we give you with the instructions. Otherwise, your return may not be processed or you will be deducted a processing fee from your refund.
PLEASE NOTE: WE DO NOT PROVIDE REPLACEMENTS FOR BROKEN OR SCRATCHED PRODUCTS. ANY PRODUCT THAT HAS BEEN THROUGH MISUSE OR WEAR AND TEAR IS NOT ELEGIBLE FOR REPLACEMENT.
To be eligible for a replacement, you MUST meet the following conditions:
- We ONLY accept replacement cases notified within the first 3 or 14 days from the day of delivery (time conditions explained above).
- We ONLY accept replacements received within the first 30 DAYS from the date of delivery.
- We ONLY accept replacements due to internal or software issues.
- We do not accept physically broken and damaged products. If you send the product in these conditions, you are not entitled to a replacement.
- Our watches are Water Resistant, which means they are allowed to be in contact with a certain amount of water, it’s been tested under heavy rain and snow. However, we don’t recommend using it at the beach (sea water damage all electronics), swimming, or taking a shower. Conditions apply on water damage replacement orders.
Note: You may qualify for a pre-paid shipping label on replacements, you MUST send the product within 24-48 hours with the pre-paid shipping label provided by our team. If 48 hours have passed, we will cancel the pre-paid label and you will not be entitled to a replacement.
After we receive and check the defective device, we will create a new shipment and you will receive your new product within 4 to 10 business days.
If you are requesting a replacement AFTER 30 days from the delivery day, or do not meet our requirements you will NOT BE ELIGIBLE and your support ticket will be automatically closed.
PLEASE NOTE; Pre-paid shipping labels will not be provided for refund requests.
To start a return, you can contact us at firstname.lastname@example.org with your Information + Order Number. If your return is accepted, we'll provide you a return label (certain conditions apply) to send the product back. You will also be provided a RETURN FORM which needs to be included in your return.
PLEASE NOTE: Make sure to include the form in the return package. Otherwise, we will deduct a 20% fee from your refund.
Once received, the case inspection could take around 1-7 business days, as well as instructions on how and where to send your package. In some cases, you must ship it back at your own expense.
On your return form, you will have two options to proceed with the return for replacement, you will directly pick the option of your preference with the support team. After this process, you'll receive a new product or a refund. In case the customer wants a refund, this will only be applied after we have received the product (If applicable), not all returns are eligible for a full refund, as explained in the terms.
NOTE: Items sent back to us without first requesting a return will not be accepted.
DAMAGED, WRONG PRODUCTS OR ISSUES IN ORDERS RECEIVED
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
To return your product, you should contact our support at email@example.com
All customers that have Alpha Gear 1-year warranty along with their products are covered for any damage caused by water.
Our products are designed to resist water, regardless of that, we have warnings and instructions in each product where we explain how to properly use them and avoid damage. These instructions are located on our website and sent to the customer through emails, physically with the order, and on the QR code in the product package, making sure the customer is aware of how to properly use our products.
That being said, if the product has issues after being exposed to water under the circumstances explained in the warning, Alpha Gear is not responsible for the damaged product.
Looking to maintain a good relationship with our community, if you notify the situation within the first 15 days of delivery, we can offer a 65% discount on a new unit or a partial 50% refund after returning the product, return label included.
Note: If we received a product with water damage that wasn’t notified, it will NOT BE ELIGIBLE and your support ticket will be automatically closed.
We do not charge a restocking fee on returns. The only fee that applies is the one charged if the order is sent without the return form.
However, any order of a device returned incomplete, for example without its charging cable, will have a deduction of the missing piece from the refund.
ORDER CHANGE & CANCELLATION:
If the product is still being processed, you're able to change your order details such as item and shipping address, or order cancellation with a full refund (these options are only available 24 hours after the order is made). If your order was already fulfilled and you received a FedEx, UPS, or DHL tracking number and you want to cancel, you MUST wait until the package arrives to start the return process.
NOTE: ALPHAGEAR IS NOT RESPONSIBLE FOR ANY INCORRECT ADDRESSES BEING ENTERED BY THE CUSTOMER AND WE WILL NOT PROVIDE ANY KIND OF REFUND IF THE ORDER IS SENT ALREADY. PLEASE MAKE SURE YOU’RE ENTERING THE RIGHT INFORMATION BEFORE PLACING YOUR ORDER.
Our system constantly updates you on the status of your package, either through email or SMS. If your package was marked as delivered and is not in your mailbox, in the case you purchased the warranty or paid the secured shipping you must notify us within 48 hours or we will not issue a replacement. If you didn't pay for the insured shipping or the warranty you must solve your issue with USPS.
If you submitted the right information and the package gets stolen or lost in transit, you are only entitled to a replacement if you qualify in the situations mentioned previously and you must notify us within the allotted time frame (48hrs). Carriers are responsible for order deliveries and we keep you updated throughout transit in case there are any incidents.
The carriers should be the first to respond and be responsible. To request said replacement, you must open a ticket with USPS and provide their confirmation on the lost or stolen package. https://www.usps.com/help/missing-mail.htm
Disclaimer: These policies are verified for ALPHA GEAR and able to be used against any claim. Please make sure to read these policies before placing your order.
If you have any questions, please send us a message at;
Phone: +1 (850) 306-4423
Support: Mon-Fri 8:00 AM - 5:00 PM (EST)
Address: 1559 NW 79 Ave, Doral, Florida 33126