Refund policy

At Aliencell, we value our customers' satisfaction. This policy outlines the procedures for cancellations, returns, and refunds to ensure a fair and transparent experience for our global customers. Specific terms are subject to local laws and regional policies, and certain countries or regions may have different regulations. If the return periods or refund conditions under this policy are not fully consistent with the laws of your country or region, the local laws and regulations shall prevail.

Order Cancellation

30-Day Extended Commercial Return

● We offer an extended 30-day return window for additional flexibility (this 30-day period includes the 14-day legal cooling-off period).
● Refund Processing: Refunds are initiated after the returned items have been inspected at our warehouse.
● Timeline: Refunds are processed within 3–10 business days of receipt at our warehouse. Once issued, please allow 3–5 business days for the credit to appear in your account.

Return Conditions

To qualify for a refund, please ensure the following:

● Completeness: The product must include all original parts, accessories, and manuals.
● Original Packaging: Items must be returned in original packaging. Missing or damaged packaging may incur a replacement fee.
● Bundles & Gifts: Promotional gifts must be returned. Otherwise, their retail value will be deducted from the refund.
● Pre-Authorization: You must obtain an RMA and the correct return address before shipping. Unauthorized returns will not be processed.

Non-Returnable Items:
● Items purchased from third-party retailers.
● Returns requested after the 30-day window.
● Customized or personalized products.
● Opened or unsealed consumables (see fee table below).

Restocking & Service Fees (15-30 days)

Note: Consumables refer to items such as material packages and filters.

Shipping Costs

● Customer Paid: Non-quality issues (e.g., change of mind, wrong model ordered).
● Aliencell Paid: Quality-related issues or shipping errors (a prepaid return label will be provided).

Step-by-Step Return Process

● Contact Support: Email support@aliencell.com with your order number, reason for return, and photos.
● RMA Approval: Requests are reviewed within 2 business days with return instructions provided.
● Shipment: Return the product using a tracked shipping service.
● Inspection: Returned items will be inspected upon arrival.
● Refund Issued: Refunds (minus applicable fees) will be processed to the original payment method after approval.

Return Address (Germany Warehouse):
Street: Brakenhof 22
Postal Code: 31629
City: Estorf
Province: Niedersachsen
Country: Germany
Email: support@aliencell.com
Phone: +49 155 60990888

Note: Please contact customer service before returning any items. Aliencell is not responsible for items returned without authorization or incorrect returns.

Important Legal Disclaimers

● Partial Returns: Refunds for partial bundle returns are calculated proportionally based on the discounted bundle price.
● Chargebacks & Disputes: Please contact us before initiating a chargeback. Doing so may delay refunds and incur additional administrative costs.
● Right of Refusal: We reserve the right to refuse refunds if return conditions are not met.
● Policy Modifications: This policy may be updated at any time to comply with local laws or operational requirements.