RETURN & REFUND POLICY
RETURN & REFUND POLICY
We want to provide a great experience to our customers and if our products are not a great fit for some reason, a return, replacement, or refund can be requested according to our policies. We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies apply to domestic US countries. By placing an order through the ALEKA HOME website you are agreeing to the terms, conditions, and policies below without exceptions.
Also, we must clarify that our products are made with quality materials and go through an inspection process to provide a different experience than other brands. However, don't submit them to any kind of "exhaustive tests", they are flexible but it doesn't mean they are unbreakable. Be aware of the correct use of the product according to the instructions and warnings.
PLEASE NOTE: Customers must confirm power capacities before proceeding with their purchase. Returns over brands and model incompatibility 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 product compatibility and one of our experts will assist you.
Make sure to follow the instructions to get the correct offer while ordering, if an offer states that you must add "x" to get "x" you must do it before completing your order, failing to do so will result in the shipment of your original order and no extra units will be sent.
1 - YEAR WARRANTY
Please note that this limited warranty applies exclusively to the hardware components of the Device provided they must have not been affected by accidents, misuse, neglect, fire, alteration, or damage caused by third-party repairs, third-party parts, commercial use, or other external factors.
However, it's important to understand that our manufacturer's warranty does not extend coverage to damages incurred by the product or personal property such as smartphones, headphones, accessories, or other devices resulting from negligence, misuse, normal wear and tear, modification, or accidents (such as dropping the product).
Furthermore, please be aware that damages caused by users, including water, heat, puncture damage, the use of chemicals on the leather, or any damage resulting from neglect or misuse, are not covered under this warranty.
At Aleka Home, we value your satisfaction and aim to provide a seamless experience. If you have any questions or concerns regarding our return policy, please feel free to contact our customer support team, and we'll be happy to assist you.
Please Note: To start any valid ticket, please follow the instructions to return the item to our warehouse.
You must notify us with 3 days if our product doesn't meet your expectations.
Please contact us by email at support@alekahomeus.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 a 30-day period from the delivery date.
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 (this includes all bags, cables, plastics, and tapes). 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 be not processed or you will be deducted a 20% processing fee from your refund.
PLEASE: WE DO NOT PROVIDE REPLACEMENTS FOR BROKEN OR SCRATCHED PRODUCTS. IF ANY PRODUCT HAS BEEN THROUGH MISUSE OR WEAR AND TEAR, IF THEY ARE DIRTY, COVERED IN DUST, OR HAVE ANY MARKS, THEY ARE NOT ACCEPTABLE FOR REPLACEMENT.
ALL PRODUCTS ARE CHECKED AFTER WE RECEIVE THEM TO MAKE SURE THEY QUALIFY FOR A REFUND. ANY PRODUCT SENT BACK MISLEADING THE POLICY WILL NOT BE ELIGIBLE FOR A REFUND AND YOU WILL BE RESPONSIBLE FOR PAYING FOR 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 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 chargers so that you don't have to. However, some people seem to misuse the product expecting it to hold up, these are electronics, and they must be treated with care.
- When we receive the product, we will provide a refund within 7-14 business days.
- Aleka Home 1-Year Warranty is not refundable.
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 be NOT ELIGIBLE and your support ticket will be automatically closed.
PLEASE NOTE; Pre-paid shipping labels will not be provided for refund requests.
RETURN PROCESS
To start a return, you can contact us at support@alekahomeus.com with your Information + Order Number. If your return is accepted, we'll provide you with the information so you can send the products back. You will also be provided a RETURN FORM which needs to be included in your return
PLEASE NOTE: Make sure to include in the package the form attached. If not, 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 most 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 you agreed 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) and it has approved the inspection, not all returns are eligible for a full refund, as explained in the terms. You should receive the refund after 7-14 business days after the return is inspected.
NOTE: Items sent back to us without first requesting a return will not be accepted
DAMAGED, WRONG PRODUCTS OR ISSUES IN ORDER 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 support@alekahomeus.com
RESTOCKING FEE
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 a charger cable, power adapter, bags, plastic, tapes, etc. will have a deduction of the missing piece from the refund.
If the product is still being processed, you're eligible to change your order details such as item and shipping address, or order cancellation with a full refund (these options are only available for 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: ALEKA HOME 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.
The shipping system constantly updates the status of your package. If your package was marked as delivered and is not in your mailbox, you must notify us within 48 hours so we can review the information.
If you submitted the right information and the package gets stolen or lost in transit. The carriers are the first to respond and responsible, to request a 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 Aleka Home and able to be used against any claim. Please make sure to read these policies before placing your order.
CONTACT INFO
Email: support@alekahomeus.com
Phone: (888) 508-3171
Support: Mon-Fri 8:00 AM - 5:00 PM (EST)