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 simple, clear, and easy to follow.
Please read our policy below before submitting a return, refund, replacement, or exchange request.
Return Window
You may request a 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 for a comfort or change-of-mind return:
- Your return request must be submitted within 30 days of delivery
- The product must be returned clean 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, unless it arrived damaged or defective
- Original packaging is appreciated but not required
- Please provide your order number or the email address used when placing the order
Normal signs of light use during a reasonable comfort trial will not affect your eligibility for a return.
A comfort or change-of-mind return may not be accepted if the product shows significant wear, poor hygiene, damage, or use beyond what would reasonably be required to assess its comfort and fit, unless the product arrived damaged or defective.
The 30-day return window applies only to comfort and change-of-mind returns. It does not limit any rights or remedies available to you under applicable consumer protection laws.
How to Start a Return or Refund Request
To start a return, refund, replacement, or exchange request, please submit your request through our Returns Portal:
Start a Return or Exchange:
https://aligneer.org/apps/yanet-return/
You will be asked to enter your order details and select the reason for your request.
Please include:
- Your order number
- The email address used at checkout
- The item you are contacting us about
- The reason for your request
- Photos or videos if the item is damaged, defective, incorrect, or missing parts, where available
Once your request is submitted, you will receive updates by email.
Please do not send your item back before your request has been approved. Returns sent without approval or to the wrong address may be delayed, may not reach us, or may not be accepted.
Return Address
After your return request has been reviewed and approved, we will provide the correct return instructions through our Returns Portal or by email.
Please do not send your order to the address shown on the package or to the original sender address. That may not be our authorised return address, and we may be unable to locate or process items sent there.
When a Return May Not Be Needed
For approved cases involving damaged, defective, incorrect, or missing items, a physical return is usually not required.
In many approved cases, you may be able to keep or dispose of the item, and we will arrange an appropriate solution such as a refund or replacement.
This applies mainly when the issue involves damage, a defect, missing parts, an incorrect item, or a fulfilment error. Comfort and change-of-mind returns may still require the item to be sent back.
We will confirm whether a physical return is required after reviewing your request.
Return Shipping
Customers are responsible for return shipping costs for comfort and change-of-mind returns.
If the item is confirmed to be damaged, defective, incorrect, or missing parts due to a fulfilment error, Aligneer will cover or reimburse reasonable return shipping costs where a return is required and where required under applicable consumer protection laws.
If a return shipping label is provided through our Returns Portal, please follow the instructions shown in the portal.
We recommend using a tracked shipping service. We cannot guarantee that we will receive or be able to process a returned item if no tracking information is available.
Damaged or Defective Items
If your item arrives damaged or defective, please submit a request through our Returns Portal as soon as reasonably possible after discovering the issue.
The 30-Day Comfort Return period does not limit any rights or remedies available to you under applicable consumer protection laws. These rights may continue beyond 30 days depending on your location and the circumstances.
We may ask you to provide clear photos or videos showing:
- The product
- The issue or defect
- The packaging
- The shipping label
Once your request has been reviewed, we may offer a refund, replacement, repair, or another appropriate solution depending on the circumstances and applicable consumer protection laws.
In many approved damaged or defective cases, you will not be required to return the item. We will confirm the next step after reviewing your request.
Damaged packaging alone may not qualify for a refund or replacement if the product itself is intact, complete, and usable.
Missing Items or Wrong Items
If you received the wrong item, the wrong variant, or part of your order is missing, please submit a request through our Returns Portal.
We may ask you to provide photos or videos of:
- The item you received
- The packaging
- The shipping label
- A clear explanation of what is incorrect or missing
If the issue is confirmed, we will arrange an appropriate solution, such as a replacement or refund.
Delayed or Lost Orders
If your order is significantly delayed, please contact us so we can investigate.
A refund or replacement may be considered if tracking shows that the order has been stuck in transit, is pending, has expired, has been returned, or has not been successfully delivered for an extended period.
Typical investigation timeframes are:
- U.S. orders: after 45 days from shipment
- United Kingdom, Singapore, and Australia orders: after 60 days from shipment
These are general carrier-investigation timeframes and may vary depending on the destination, carrier, tracking history, and circumstances. They do not limit any rights or remedies available under applicable consumer protection laws.
If tracking shows that the order was delivered but you did not receive it, we may ask for supporting information, such as written non-delivery confirmation from your local post office or carrier, before a refund or replacement can be approved.
Refunds
Once your return or refund request has been reviewed and approved, your refund will be issued to your original payment method.
Please allow 5–14 business days for the refund to appear in your account, depending on your bank or payment provider.
Original shipping fees, if any, are non-refundable for comfort or change-of-mind returns. This does not apply where a refund is required because an item is damaged, defective, incorrect, missing, or otherwise covered by applicable consumer protection laws.
Return shipping costs for comfort or change-of-mind returns are not refundable.
Order Cancellations
If you need to cancel or change your order, please contact us as soon as possible at:
We will do our best to help. However, once an order has been processed, fulfilled, or shipped, we may no longer be able to cancel or edit it.
Orders cancelled before processing or shipment may be eligible for a full refund.
This section does not limit any cancellation rights that may be available under applicable consumer protection laws.
Non-Returnable Items
For comfort or change-of-mind returns, we may be unable to accept:
- Requests submitted after the 30-day return window
- Items showing heavy or extended use beyond a reasonable comfort trial
- Items with significant stains, strong odours, pet hair, hygiene concerns, or other signs of unsuitable handling
- Items that have been washed, altered, intentionally damaged, or misused
- Items damaged after delivery through misuse, neglect, improper care, or accidental damage
- Items sent to an unauthorised or incorrect return address
- Gift cards, if applicable
Normal signs of light use during a reasonable comfort trial will not automatically make a product ineligible for return.
Selecting the wrong item, colour, or variant does not automatically prevent a return, provided the product otherwise meets the eligibility requirements of this policy.
These exclusions apply only to voluntary comfort and change-of-mind returns. They do not exclude or restrict any rights available to you under applicable consumer protection laws.
Exchanges
Exchanges may be available depending on the item, availability, destination, and reason for the request.
To request an exchange, please submit your request through our Returns Portal:
Start a Return or Exchange:
https://aligneer.org/apps/yanet-return/
If an exchange is approved, we will provide the next steps through the portal or by email.
Customers may be responsible for return shipping costs for comfort or change-of-mind exchanges. Aligneer will cover or reimburse reasonable return shipping costs for confirmed damaged, defective, incorrect, or missing items where required.
Important Notes
All return, refund, and exchange requests are reviewed individually in accordance with this policy and applicable consumer protection laws.
Comfort and change-of-mind returns must meet the eligibility conditions stated in this policy. Approval may depend on the timing of the request and the condition of the returned item.
Faulty, damaged, incorrect, missing, or misdescribed products are assessed separately from voluntary comfort and change-of-mind returns.
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, statutory right, or legal remedy that cannot legally be excluded under applicable consumer protection laws.
For approved damaged, defective, incorrect, or missing-item cases, a physical return is often not necessary. We will let you know whether you need to return the item, keep it, or dispose of it.
Contact Information
For return, refund, exchange, or order-related questions, contact us at:
https://aligneer.org/pages/contact
The broader consumer-law wording is appropriate because the store serves Australia, the UK, Singapore and the US, whose statutory protections differ. Official guidance confirms that store policies cannot override applicable rights relating to faulty or non-conforming goods.