Last Updated April 2020
We hope that you are happy with any products that you order from our website at allianceuk.com (the 'Site').
However, if you are unhappy with the products you have ordered (the 'Goods') or you change your mind, you may be able to return them to us and receive a refund or credit to spend on other Goods available through our Site.
This returns policy (the 'Returns Policy') sets out when and how you can return Goods to us if you change your mind or if there is something wrong with them, and what we can do in response.
This Returns Policy forms part of the general Terms and Conditions, and terms defined in the Terms and Conditions have the same meanings when used here.
Please read this Returns Policy alongside the Terms and Conditions carefully before ordering any Goods.
What do I do if I'm missing item(s) from my order?
If you are missing an item, please contact us to confirm that all the items in your order have dispatched.
Please be aware that due to availability, your Goods may split into multiple deliveries and may not always arrive together.
If your item is lost, please contact us so that we can get your item(s) to you as soon as possible.
What do I do if I received the wrong item (s)?
Did you receive a delivery from us but it isn't what you ordered? We'll be happy to fix that.
Requesting a replacement is easy – please contact us with the order number and the details of the wrong item. We will respond to your request within one business day.
What do I do if I received the damaged Item(s)?
If your order arrives damaged or defective, we can offer a replacement item(s) at no cost.
Please report a damaged item via contact us immediately.
If you prefer to return the item, we will refund the item’s price and delivery cost to your original payment method within 5 business days. You may have to upload a picture of the damaged item. We required that you inspect your item upon delivery and report any issues within 14 days of receiving the item.
If your package appears severely damaged upon delivery, please write down “Package Damaged” when signing the delivery slip. Afterward, you can contact us and request a replacement.
Cancellations & Returns
If you change your mind before your items are dispatched, you can request a cancellation by contact us or use the Cancellation Form. Please have the order number and date the order was placed to hand.
All cancellation requests are subject to a 1 business day review period. If the cancellation is confirmed, you will receive an email and a refund for the item and the delivery cost within 5 business days.
If you change your mind after your items are dispatched, you can request a cancellation within 14* days of when the Goods are delivered. If your Goods are split into multiple deliveries, you can change your mind at any time up to 14* days after the last delivery of Goods contained within a single order.
You will not be able to change your mind and return any Goods that
- were removed from their original packaging;
- were made to any specifications, instructions or designs submitted by you;
- were sealed for health protection or hygiene purposes, if you have unsealed them after receipt;
While we endeavour to process all requests, not all cancellations are possible. Should your cancellation not be confirmed, you will receive an email informing you of this as well as information regarding how you can set up a return via contact us. Please reference our Return Policy here.
Please note that you are responsible for the costs of returning items (unless we have expressly agreed otherwise). This cost will be deducted directly from your refund.
(*) The day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
Cancelling your order where we have made an error or changed our terms of sale or the goods
You can also cancel your order if:
- there is a risk that supply of the Goods may be significantly delayed; or
- we have made changes to the Goods or the Terms and Conditions to which you do not agree;
- we have told you about an error in the price or description of the Goods you have ordered and you don’t wish to proceed;
If you are entitled to reimbursement, we may withhold reimbursement until we have received the Goods back. Credits or refunds will only be honoured once the goods have been received and inspected by Alliance UK.
We will refund the item’s price and the original delivery cost (where applicable). The return postage will automatically be deducted from your refund. You can choose between two refund methods:
1) Receive a refund as AllianceUK Credit Note*. Please note that the credit note can only be used on our website. After we receive the item(s) back from you, we’ll send you your credit note within 1 business day.
2) Receive a refund to your original payment method, unless you have expressly agreed otherwise. We’ll process your refund within 3-5 business days after we receive the item back.
Our refund policy is in addition to and does not affect any of your legal rights.
Return Requests & Cancellations Form
You can easily request cancellations and returns through contact us page. If you do not wish to use contact us form to cancel or return an order, you may submit your request by contacting us or by using the Cancellation Form below.
Please fill the form and send it to us by email or via contact us page.
To: Alliance UK
12 Camberwell Trading Estate
117-119 Denmark Road
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods /for the supply of the following service:
Name of consumer:
Address of consumer:
Signature of consumer(s) (only if this form is notified on paper):
How to return Goods
If you cancel your order after your order has been delivered, then you will need to follow our returns procedure below. You must return any Goods to us as soon as reasonably practicable and in any event within 14 days of notifying us that you would like to cancel your order.
We will not charge you the costs of returning the Goods if you cancel the contract because:
- the Goods are faulty, mis-described and we are unable to repair or replace them within a reasonable time;
- we have told you of an upcoming change to the product or the terms, an error in pricing or description, a delay in delivery due to events outside of our control; or
- you otherwise have a legal right to cancel your order, in which case we will refund any reasonable direct costs you incur in returning the Goods.
In all other circumstances you will be responsible for the costs of returning the Goods.
Step 1: Contact us for a Unique Return Authorisation Number (RAN)
All Goods being returned to us must be booked in with our Customer Service team and a unique returns number obtained. Alliance UK online reserve the right to refuse or dispose of any returned items which come back to any of our depots without prior notification or a relevant returns number.
Step 2: Goods & Packaging
We are only able to accept goods back that are sealed, unused and in the original packaging. Please ensure these are wrapped up and boxed carefully to ensure we received them in a resalable condition.
The address to send Returned Items to:
8 Camberwell Trading Estate
117-119 Denmark Road
Step 3: Refund
Upon safe receipt and inspection of the goods returned to us, the returns documentation will be signed and approved by our Returns Team and then passed to the Account Department to authorise a credit/Refund. Any deductions for the courier collection services will be taken into account at this point. Your refund will be made to you within 5 working days of us receiving the goods, in line with consumer contract regulations.