Refund policy

Von Alpen Return & Refund Policy

We want you to love your Von Alpen gear — but if something isn’t quite right, here’s how returns and refunds work.

Returns

You have 14 days after receiving your order to request a return.
To be eligible, your item must be in the same condition that you received it — unworn, unwashed, with original tags and packaging. You’ll also need the receipt or proof of purchase.

To start a return, email us at support@vonalpen.com with your order number and the reason for the return.
Please note that return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect.
Once approved, returns must be sent to:

Alperen Öztürk / Von Alpen
Josef-Felder-Str. 15
81241 Munich
Germany

Items sent back without prior approval will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If the item is defective, damaged, or incorrect, contact us right away at support@vonalpen.com with photos of the issue.
If your claim is approved, we’ll cover return shipping and either replace the item or issue a full refund once the product has been examined.

Exceptions / Non-Returnable Items

Some items are not eligible for return, including:

  • Outlet or Final Sale products

  • Gift cards

  • Custom or personalized items (if offered in the future)

  • Digital products (if introduced later)

Please reach out before ordering if you’re unsure whether your item is returnable.

Exchanges

If you’d like to exchange an item (for example, a different size or color), email us first at support@vonalpen.com.
If the requested item is available, we’ll guide you through the exchange process. If not, we’ll ask you to return the item and place a new order separately once your return is accepted.

European Union 14-Day Cooling-Off Period

For customers located in the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.
The item must be returned in its original condition — unworn, unused, with tags, and in its original packaging. Proof of purchase is required.

Refunds

Once we receive and inspect your returned item, we’ll notify you whether your refund is approved.
If approved, a refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since approval, please contact us at support@vonalpen.com.

Liability

Von Alpen is not responsible for items lost or damaged in return transit. Please use a tracked shipping method when sending returns.
All items are inspected upon receipt. We reserve the right to deny refunds for products showing signs of wear, washing, or damage not caused by manufacturing defects.

Governing Law

This policy is governed by the laws of Germany.
Any disputes arising from purchases or returns will be subject to the exclusive jurisdiction of German courts.