Last Updated: August 2026

At Alvera, we want you to feel confident about your purchase. If there is an issue with your order, we're here to help.

This Returns & Refund Policy applies to purchases made through alvera.in.

1. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on eligible Alvera products.

If you are not satisfied with your purchase, you may contact us within 30 days of delivery to request a return, subject to the conditions below.

For hygiene and safety reasons, products that have been used may not be eligible for a change-of-mind return. However, this does not affect your rights in relation to products that are defective, damaged, incorrect, or otherwise not as described.

2. Eligible Returns

A return may be accepted when:

• You received the wrong product.
  
• The product arrived damaged.
  
• The product has a manufacturing defect.
  
• The product is materially different from its description or advertised specifications.
  
• The product is missing essential components.
  
• You received an incomplete order.
  
• You otherwise qualify under our 30-day satisfaction guarantee.
  

For defective, damaged, incorrect, or materially misdescribed products, please contact us as soon as possible after delivery.

3. Hygiene & Used Products

Because the Alvera LED Therapy Mask is a personal skincare device, used products may not be accepted for a change-of-mind return.

This restriction does not apply where the product is defective, damaged, incorrect, or otherwise fails to conform to the applicable description or consumer rights.

For hygiene and safety purposes, returned products may be inspected before a refund or replacement is approved.

4. Return Conditions

For eligible returns, the product should be returned:

• In its original condition.
  
• With the original packaging where reasonably possible.
  
• With all accessories and components included.
  
• With the original charging cable and other included items.
  
• With the order information or proof of purchase.
  

We may request photographs or videos of the product, packaging, or defect before arranging a return.

Products damaged through misuse, accidental damage, unauthorized modification, or failure to follow the supplied instructions may not qualify for a return on those grounds, subject to applicable law.

5. Damaged Products

If your package arrives visibly damaged, please take photographs of the package and product before using it and contact us.

If the product is found to have been damaged during delivery, we may offer a replacement or refund, depending on availability and the circumstances of the claim.

6. Defective Products

If your Alvera LED Therapy Mask develops a manufacturing defect, contact us with:

• Your order number.
  
• A description of the issue.
  
• Photographs or videos showing the issue.
  
• Any other information reasonably required to assess the claim.
  

We may troubleshoot the issue with you before arranging a replacement or refund.

Where a manufacturing defect is confirmed, we may provide a replacement, repair, refund, or another appropriate remedy in accordance with applicable law.

7. Wrong or Missing Product

If you receive an incorrect product or something is missing from your order, contact us as soon as possible.

Please provide your order number and photographs of the package and items received.

After verification, we may arrange a replacement or refund as appropriate.

8. How to Request a Return

To request a return, contact us through our Contact Us page with:

Subject: Return Request – Order Number

Please include:

• Full name
  
• Order number
  
• Date of purchase
  
• Reason for return
  
• Photographs/videos where applicable
  
• Your preferred resolution: replacement or refund
  

Our support team will review your request and provide further instructions.

Please do not send a product back to the sender address on the package unless our team has instructed you to do so.

9. Return Shipping

Defective, damaged or incorrect orders

If the return is approved because you received a defective, damaged, incorrect, or materially misdescribed product, Alvera will arrange or reimburse reasonable return shipping costs as applicable.

Change-of-mind returns

Where a return is approved under our satisfaction guarantee and the product is eligible for return, return shipping arrangements and any applicable costs will be communicated to you before the return is processed.

We will clearly communicate any return-shipping responsibility applicable to your specific return.

10. Refunds

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will generally be processed to the original payment method.

The time taken for the funds to appear in your account may depend on your bank, card issuer, UPI provider, or payment service provider.

For accepted refund requests, refunds will be processed within the applicable period required by law and our payment-processing arrangements. Government guidance for e-commerce indicates that accepted refunds should be completed within a maximum of 14 days.

11. Refund Amount

Where a full refund is approved, the refund will generally include the amount paid for the returned product.

Where applicable, shipping charges and return-shipping costs will be handled according to the reason for the return and applicable law.

We will communicate the final refund amount before processing the refund where there is any applicable deduction or adjustment.

12. Exchanges & Replacements

If your product is defective, damaged, or incorrect, we may offer a replacement instead of a refund, subject to product availability and applicable law.

If the replacement product is unavailable, we may offer an appropriate alternative remedy, including a refund.

13. Non-Returnable Situations

A return may not be accepted for a change-of-mind request where:

• The product has been used and the return is solely due to a change of mind.
  
• The product has been intentionally damaged.
  
• The product has been modified or tampered with.
  
• Essential accessories or components are missing.
  
• The product has been damaged because of misuse or failure to follow the supplied instructions.
  

These exclusions do not limit any rights you may have under applicable consumer protection laws.

14. Order Cancellation

If you wish to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to cancel an order before it has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible and you may need to follow the applicable return process.

If an order is successfully cancelled before dispatch, the applicable amount will be refunded to the original payment method.

15. Failed or Refused Deliveries

If an order is returned to us because of an incorrect address, refusal to accept delivery, or repeated failed delivery attempts, please contact us.

Depending on the circumstances, we may be able to arrange a reshipment or refund. Additional shipping charges may apply for reshipment where the failed delivery was caused by incorrect information supplied by the customer.

This does not affect any rights available to consumers under applicable law.

16. Fraudulent or Abusive Returns

We reserve the right to investigate unusual or potentially fraudulent return activity.

This may include repeated claims involving materially inconsistent information, deliberate damage, misuse of the return process, or other suspected abuse.

Any action taken will remain subject to applicable consumer protection laws.

17. Consumer Rights

Nothing in this Returns & Refund Policy is intended to remove, restrict, or override any mandatory rights or remedies available to consumers under applicable Indian law.

Where applicable law provides a consumer with a right to return a product or receive a refund, replacement, repair, or other remedy, those rights will continue to apply.

The Consumer Protection (E-Commerce) Rules, 2020 apply to e-commerce retail in India and require transparency around return, refund, exchange, warranty, delivery and related terms.

18. Contact Us

For return, replacement or refund requests, please contact us through:

Alvera

Website: alvera.in

Contact: support@alvera.in

Please keep your order number available when contacting us.