Refund policy

1. Right of Withdrawal (14 Days – EU Consumer Law)

You have 14 days after receiving your order to exercise your right of withdrawal, without providing any reason.

To request a withdrawal, please contact us at: contact@alita-ido.com

Legal exceptions include:

  • Opened hygiene or beauty products

  • Underwear

  • Personalized items

  • Sealed products that cannot be returned for health or safety reasons


2. Accepted Returns

✔️ Damaged or Defective Item

If your item arrives damaged, broken, or not functioning properly, we offer:

  • a free replacement, or

  • a full refund

Required evidence:

  • Photos/videos of the item

  • Photo of the packaging and shipping label


✔️ Wrong Item Received / Missing Parts

If you receive the wrong product (wrong model, color, size) or if accessories are missing, we will provide:

  • a free replacement, or

  • a full refund

You do not need to return the incorrect item.


✔️ Unusual Delivery Delay

A refund may be granted if delivery significantly exceeds normal timeframes.


✔️ Item Unavailable

If an item cannot be shipped, we will issue a full refund.


3. Clothing Return Policy

Clothing items may be returned within 7 days of delivery if:

  • the item has never been worn,

  • the original tags are still attached,

  • the original packaging is intact.

Return shipping costs are the customer’s responsibility unless the issue is our fault.


4. When Returns Cannot Be Accepted

Returns cannot be accepted if:

  • the customer changes their mind

  • the product does not match personal preferences

  • the parcel is marked “delivered” by the carrier

  • the parcel was not collected (unclaimed package)

  • the item has been used, washed, or damaged after delivery


5. Return Procedure

To initiate a return, contact us at: contact@alita-ido.com Please include:

  • your order number

  • a description of the issue

  • photos/videos if applicable

We respond within 24–48 hours.


6. Refunds

Once your request is approved:

  • refunds are issued to your original payment method

  • bank processing time is typically 3–7 business days


7. Return Shipping Costs

  • We cover the cost for: wrong item, defective item, missing parts

  • Customer covers the cost for: change of mind, size errors, clothing returns (unless our mistake)


8. Contact

For any questions: 📧 contact@alita-ido.com