Refund policy
Returns and Refunds
We want you to be happy with your Aliena order. If something is not right, please contact us at blackhole@aliena.space and we will help you with your request.
Right of withdrawal
If you are a consumer shopping in the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason. The withdrawal period starts on the day after you, or a person designated by you, receive the goods.
If your order is delivered in separate shipments, the period starts on the day after you receive the last item.
To exercise your right of withdrawal, send a clear statement to blackhole@aliena.space before the 14-day period expires. Please include your name and order number so that we can identify your order and assist you.
You can also submit your request using our withdrawal form:
Returning your items
After informing us of your decision to withdraw, please send the items back within 14 days. We will provide a return shipping label and instructions on how and where to send your return.
Returns should be sent to:
Aliena Coffee Roasters
Via Valle Corteno 58
00141 Roma RM
Italia
Please handle the items with care. You may inspect them as you would in a physical store, but you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
If possible, please use the original packaging or other suitable protective packaging to help prevent damage during transport.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in certain circumstances provided by law. These may include:
- Goods that are liable to deteriorate or expire rapidly.
- Goods made to your specifications or clearly personalised.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery.
Whether an exception applies depends on the nature and condition of the specific item. Please contact us if you have any questions before ordering or returning a product.
Damaged, defective or incorrect items
Please check your order when it arrives and contact us at blackhole@aliena.space if an item is damaged, defective or different from what you ordered. Include your order number and, if possible, photos showing the issue.
We will review the problem and help you find an appropriate solution. Your statutory rights in relation to defective or non-conforming goods remain unaffected.
Refunds
If you exercise your right of withdrawal, we will reimburse the payments received for the returned goods. When you withdraw from the entire order, this includes the cost of standard delivery. Any additional cost for a delivery option more expensive than our standard delivery is not refunded.
We will issue the refund within 14 days of being informed of your decision to withdraw. Unless we have offered to collect the goods, we may wait until we receive them back or you provide proof that you have sent them, whichever happens first.
Refunds will be made using the same payment method used for the original purchase, unless we agree otherwise. Your bank or payment provider may need additional time to process the refund.
Exchanges
If you would like a different item, please contact us. You can also return the original item in accordance with this policy and place a new order separately.
Contact us
For questions about returns, refunds or your order, email us at blackhole@aliena.space.