Refund policy

At Aligneer, we want you to feel confident with your purchase. If something is not right with your order, our returns process is designed to be clear and straightforward.

Please read this policy before submitting a return, refund, replacement, or exchange request.

30-Day Comfort Return

You may request a voluntary comfort or change-of-mind return within 30 days of receiving your order.

Our 30-Day Comfort Return allows you to try the product indoors for a reasonable period to assess its comfort and fit.

To be eligible:

Your return request must be submitted within 30 days of delivery
The product must be returned clean, dry, and in reasonable condition
The product must be free from significant stains, strong odours, pet hair, misuse, accidental damage, or signs of heavy or extended use
Normal signs of light use during a reasonable comfort trial are acceptable
Original packaging is appreciated but not required
The product and its components should not be washed, altered, or intentionally damaged before return
You must provide your order number or the email address used when placing the order

A comfort return may be declined if the product shows significant wear, poor hygiene, damage, washing, misuse, or use beyond what would reasonably be necessary to assess its comfort and fit.

These conditions apply only to our voluntary Comfort Return and change-of-mind policy. They do not limit any statutory rights you may have if the product is faulty, damaged, incorrect, misdescribed, or otherwise does not meet applicable consumer guarantees.

How to Start a Return, Refund, Replacement, or Exchange

Please submit your request through our Returns Portal:

Start a Return or Exchange:
https://aligneer.org/apps/yanet-return/

You will be asked to provide information including:

Your order number
The email address used at checkout
The item you are contacting us about
The reason for your request
Photos or videos where relevant, particularly for damaged, defective, incorrect, or missing items

Once your request has been submitted, we will review it and contact you by email with the next steps.

Important: Return Approval Is Not Refund Approval

For voluntary comfort and change-of-mind returns, approval of your return request means that you are authorised to send the product to the return address we provide.

It does not mean that the refund has already been approved.

Unless applicable law requires otherwise, the returned product must first be received and inspected to confirm that it meets the eligibility conditions in this policy. If the return is accepted after inspection, we will then issue the refund to your original payment method.

Please do not send a product back before receiving return instructions from us.

Returning an Approved Comfort or Change-of-Mind Return

Once we authorise a voluntary return, we will provide:

The authorised return address
Any return reference or instructions required
Packaging or shipping instructions where applicable

Unless we tell you otherwise, please send the approved return within 10 calendar days of receiving the return authorisation and retain your tracking information.

If the item is not sent within this period, the voluntary return authorisation may expire. If you need additional time, contact us before the deadline.

Statutory return periods that apply under local consumer law are not reduced by this voluntary 10-day return-authorisation period.

Return Address

Do not return products to:

The sender address printed on your parcel
The supplier or fulfilment address
Any address found on previous packaging

These may not be authorised return locations, and items sent there may not reach us.

For voluntary comfort and change-of-mind returns, our current authorised return location may be in Singapore, regardless of where your original order was dispatched from.

The exact authorised return address will be provided only after your return request has been reviewed.

Customers outside Singapore should be aware that voluntary return postage may therefore involve international shipping costs.

Always follow the return instructions provided for your individual request.

Return Shipping Costs

For voluntary comfort and change-of-mind returns, customers are responsible for arranging and paying return shipping unless applicable law requires otherwise.

Return shipping costs for voluntary returns are not refundable.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

Please do not send parcels using cash-on-delivery, postage-due, or another service that requires us to pay charges before accepting delivery unless we have specifically agreed to this in advance.

If a product is confirmed to be damaged, defective, incorrect, or otherwise subject to a statutory remedy, we will cover or reimburse reasonable return costs where required by applicable consumer protection law.

If we provide a prepaid return label, please use the label and instructions provided.

Inspection of Comfort Returns

When a voluntary comfort or change-of-mind return reaches us, we will inspect it to confirm that it meets the eligibility conditions of the 30-Day Comfort Return.

We will consider factors including:

General condition
Cleanliness
Stains or discolouration
Strong odours
Pet hair
Damage
Signs of washing
Signs of misuse
Signs of heavy or extended use beyond a reasonable comfort trial
Whether all relevant product components have been returned

Normal signs of light use from reasonably testing the product's comfort and fit will not by themselves make the return ineligible.

If the returned product does not meet the conditions of our voluntary return policy, we may decline the voluntary refund, subject to any statutory rights that apply.

If this occurs, we will contact you and explain the reason.

When a Physical Return May Not Be Required

A physical return is often unnecessary for confirmed cases involving:

Products damaged in transit
Defective products
Incorrect products
Missing items or components
Other confirmed fulfilment errors

Depending on the circumstances, we may ask you to keep or dispose of the item while we arrange an appropriate remedy.

Do not dispose of a damaged, defective, or incorrect product until we have reviewed your request and confirmed what you should do.

Comfort and change-of-mind returns will normally require the product to be returned unless we specifically tell you otherwise.

Damaged or Defective Products

If your product arrives damaged or defective, or develops a problem that you believe may be a defect, please submit a request through our Returns Portal as soon as reasonably possible.

We may ask for clear photos or videos showing:

The product
The issue or defect
The packaging
The shipping label

The 30-Day Comfort Return does not limit your statutory consumer rights.

Rights relating to faulty or defective products may continue beyond 30 days depending on your location, the product, the nature of the problem, and applicable law.

Where a product does not meet applicable consumer guarantees, the remedy available may include repair, replacement, refund, price reduction, or another remedy required by law.

Where applicable law gives you the right to choose between particular remedies, Aligneer will honour that right.

You are purchasing from Aligneer, so please contact Aligneer rather than our supplier or fulfilment partner if there is a problem with your order.

Damaged outer packaging alone does not necessarily mean that the product is damaged if the product itself is complete, intact, and usable.

Missing or Incorrect Items

If:

You received the wrong product
You received the wrong colour or variant
Part of your order is missing
A component is missing

please submit a request through our Returns Portal.

We may ask you to provide:

Photos of the product received
Photos of the packaging
A photo of the shipping label
Details of what is missing or incorrect

Once the issue has been confirmed, we will arrange an appropriate remedy such as sending the correct or missing item, replacement, or refund.

Delayed or Lost Orders

If your order is significantly delayed or tracking has stopped updating, please contact us through our Contact page or Returns Portal.

We will investigate the shipment with the relevant carrier or fulfilment provider.

Depending on the circumstances, a refund, replacement, or other appropriate remedy may be provided where:

An order is confirmed lost
Tracking shows an unresolved delivery failure
The parcel has been returned to sender
Delivery has not occurred within a reasonable period
A remedy is required under applicable consumer protection law

Carrier investigations can take time, but any internal carrier or fulfilment investigation period does not limit statutory rights available to you.

If tracking states that the parcel was delivered but you have not received it, we may ask for reasonable supporting information to help investigate, such as confirmation from the carrier or local postal service.

Refunds

Comfort and Change-of-Mind Returns

For voluntary comfort and change-of-mind returns, a refund is normally issued after:

Your return has been authorised
The product has been sent to the authorised return address
We have received and inspected the returned product
The product has been confirmed as eligible under this policy

Once approved after inspection, the refund will be issued to your original payment method.

Damaged, Defective, Incorrect, or Missing Products

A physical return may not be required.

Once we have reviewed and confirmed the issue, we will arrange the appropriate remedy in accordance with this policy and applicable law.

Refund Processing Time

Once a refund has been issued by Aligneer, it may take approximately 5–14 business days to appear in your account depending on your bank, card issuer, or payment provider.

This is the payment provider's processing time and does not extend any statutory deadline by which Aligneer is required to issue a refund.

Shipping Charges

For voluntary Comfort Returns and other change-of-mind returns, original shipping charges, if any, are generally non-refundable unless applicable law requires otherwise.

Return shipping costs for voluntary comfort/change-of-mind returns are also generally non-refundable.

Different rules may apply to statutory cancellations or faulty-product claims, including for customers in the United Kingdom as explained below.

Order Cancellations

If you need to cancel or change an order before it is shipped, please contact us as soon as possible at:

support@aligneer.org

We will do our best to assist.

Once an order has entered fulfilment or has been shipped, we may be unable to stop or modify the shipment.

This does not prevent you from exercising any cancellation or return rights available under applicable consumer protection law after shipment or delivery.

United Kingdom Customers — Statutory Cancellation Rights

The following section applies to eligible consumers purchasing online in the United Kingdom and operates in addition to our voluntary 30-Day Comfort Return.

For most eligible online purchases, you may have the right to cancel your order without giving a reason within 14 days of receiving the goods.

After notifying us of the cancellation, you generally have a further 14 days to return the goods.

You may notify us through:

Our Returns Portal
support@aligneer.org
Another clear written statement communicating your decision to cancel

You do not need to use our Returns Portal in order to exercise a statutory UK cancellation right.

For an eligible statutory cancellation:

We will refund the price paid for the goods
If you paid for standard outbound delivery, we will refund the applicable standard delivery charge
If you selected a more expensive delivery method, we are not required to refund the additional amount above our standard delivery option
You are responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to bear that cost
Refunds will be processed within the timeframe required by UK law
We may be entitled to reduce the refund to reflect diminished value caused by handling or use beyond what would reasonably be necessary to inspect the goods as you could in a physical shop

Our 30-Day Comfort Return is separate and more permissive in some respects, because it allows reasonable indoor use to assess comfort and fit.

Where you rely on our voluntary Comfort Return rather than your statutory cancellation right, the conditions of the Comfort Return apply.

Nothing in this policy limits statutory rights relating to faulty, misdescribed, or non-conforming goods.

Australia, Singapore, and United States Customers

Our 30-Day Comfort Return is a voluntary policy provided in addition to any rights you may have under applicable consumer protection laws.

The Comfort Return conditions do not limit rights relating to products that are damaged, defective, incorrect, misdescribed, unsafe, or otherwise fail to meet mandatory consumer protections.

For United States customers, additional rights may vary depending on applicable federal, state, and local law.

Voluntary Returns We May Decline

For voluntary comfort or change-of-mind returns, we may decline a return where:

The return request was submitted after the applicable 30-day voluntary return window
The authorised return was not sent within the return-authorisation period without prior agreement
The item shows heavy or extended use beyond a reasonable comfort trial
The item contains significant stains, strong odours, pet hair, hygiene concerns, or other signs of unsuitable handling
The item or cover has been washed before return
The product has been altered, intentionally damaged, or misused
The product was damaged after delivery through misuse, neglect, improper care, or accidental damage
Relevant product components have not been returned
The product was sent to an unauthorised return address contrary to the instructions provided
A gift card is being returned, if applicable

Normal signs of light use during a reasonable Comfort Return trial will not automatically make a product ineligible.

Selecting the wrong product, colour, or variant does not automatically prevent a voluntary return provided the product otherwise satisfies this policy.

These exclusions apply only to voluntary comfort and change-of-mind returns.

They do not remove or restrict any statutory rights you may have for faulty, damaged, incorrect, misdescribed, or otherwise non-conforming products.

Exchanges

Exchanges may be available depending on:

Product availability
Your destination
The product involved
The reason for the request

To request an exchange, please use our Returns Portal:

Start a Return or Exchange:
https://aligneer.org/apps/yanet-return/

If the exchange is voluntary because of comfort, colour, variant choice, or change of mind, you may be responsible for return shipping.

Where an exchange is required because we supplied a damaged, defective, incorrect, or otherwise non-conforming product, return and replacement costs will be handled in accordance with applicable consumer protection law.

Important Notes

Each return, refund, replacement, or exchange request is assessed according to:

The circumstances of the order
The reason for the request
The condition of the product where relevant
This voluntary return policy
Applicable consumer protection laws

Our voluntary 30-Day Comfort Return is separate from statutory rights concerning faulty, damaged, incorrect, missing, misdescribed, unsafe, or otherwise non-conforming products.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, statutory right, cancellation right, or legal remedy that cannot lawfully be excluded, restricted, or modified.