Returns & Refunds Policy (AlmaMaker)

Last updated: 19 September 2025

We want you to love your order. If something isn’t right, here’s how returns and refunds work.

1) Change-of-mind returns (online orders)

  • You can cancel within 14 calendar days of receiving your order — no reason needed.

  • After telling us you’re cancelling, you have another 14 days to send the item back.

  • For change-of-mind returns, you pay the return postage.

  • We refund the item price + the cost of our standard delivery (if you chose a faster method, we refund only the standard cost).

  • We may deduct for any loss in value if the item was handled beyond what’s needed to check it (as you could in a shop).

2) Faulty, damaged, or not-as-described

  • If an item is faulty, damaged in transit, or not as described, tell us as soon as you can (photos help).

  • Within 30 days of delivery you can choose a full refund.

  • After 30 days (and within 6 months), we’ll repair or replace first; if that isn’t possible, you can get a refund.

  • For faulty/incorrect items, we cover return postage.

3) What can’t be returned (unless faulty)

  • Personalised or custom-spec items (e.g., name engraving, bespoke colours/scales outside our standard options).

  • Sealed items opened and not suitable for return for health/hygiene reasons (not typical for our products).

  • Digital downloads and gift cards.

4) Condition of returns

  • Please send items unused and in their original condition/packaging where possible.

  • You’re responsible for the item until it reaches us; we recommend a tracked service and proof of postage.

5) How to start a return

  1. Email shop@almamaker.com with your order number and reason (change-of-mind / faulty / damaged / not-as-described).

  2. We’ll reply with return instructions and the returns address

  3. Pack securely, include your order number inside the parcel, and post within the timelines above.

  4. Keep your proof of postage.

6) Refunds: timing & method

  • We process refunds within 14 days of receiving your return (or receiving evidence you’ve sent it back).

  • Refunds go to your original payment method.

  • If you cancel before dispatch, we refund within 14 days of cancellation.

7) Exchanges

  • The fastest way to swap is to return for a refund and place a new order for the item you want instead.

8) Gifts

  • If the order was marked as a gift and shipped directly to you, we can issue store credit to you once the return is received. Otherwise, refunds go to the original purchaser.

9) International orders

  • The same 14-day cancellation window applies to online orders we ship internationally.

  • Return shipping and any import duties/taxes for returning are your responsibility (unless the item is faulty/incorrect).

  • Currency exchange differences and original expedited delivery upgrades aren’t refundable.

10) Contact

Questions or help with a return?

Email: store@almamaker.com

Response time: We aim to reply within 1–2 business days.