Return and Refund Policy

alpineoutly wants you to receive the product you ordered in good condition. If you need assistance with a return, refund, damaged item, or incorrect order, contact alpineoutly@163.com.

Return Eligibility

To be considered for a return, an item should be unused, unlit, unmelted, unaltered, and returned with its original packaging and proof of purchase.

Please contact alpineoutly before returning a product. Return instructions will be provided if the request is approved.

Items That Cannot Be Returned

Unless an item arrived damaged, defective, or incorrect, alpineoutly cannot accept products that have been:

• Lit, burned, melted, or used

• Removed from sealed packaging where opening affects safety or resale condition

• Altered, cut, mixed, poured, or used in a DIY candle project

• Damaged after delivery through improper storage, handling, or use

• Personalised or specially made, except where damaged, defective, or incorrect

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item is damaged, defective, incomplete, or different from what you ordered, contact alpineoutly@163.com.

Include your order number and clear photographs of the item, packaging, shipping label, and issue. Additional information may be requested before a replacement, refund, or other solution is provided.

How to Request a Return

1. Email alpineoutly@163.com with your order number and reason for the return.

2. Wait for the request to be reviewed and approved.

3. Follow the return instructions provided by email.

4. Package the product securely to prevent damage during return shipping.

Products returned without prior approval may not be accepted or processed.

Refunds

Returned products will be inspected after receipt. If the return is approved, the applicable refund will be issued to the original payment method.

The time required for a refund to appear may depend on the payment provider or financial institution. Original shipping charges are refunded only where required by applicable law or where the return results from an alpineoutly error.

Order Cancellations

If you wish to cancel an order, contact alpineoutly@163.com as soon as possible. Cancellation cannot be guaranteed after processing or fulfilment has begun.

Exchanges

If you would like a different product, fragrance, colour, or style, contact alpineoutly to ask whether an exchange is available. Exchanges are subject to product availability and approval.

Consumer Rights

Nothing in this policy limits any return, refund, cancellation, guarantee, or other consumer right that applies under the law governing your purchase.