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, or replacement request.

Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a standard return, your item must be:

Unused and in its original condition
In its original packaging, where possible
Free from stains, odours, damage, or signs of wear
Accompanied by your order number or proof of purchase

For hygiene and safety reasons, worn support products, heavily used items, or items returned in unsuitable condition may not be accepted.

How to Start a Return or Refund Request

To start a return, refund, or replacement 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

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 sent to the wrong address, may not be accepted.

Return Address

After your return request is reviewed and approved, we will provide the correct return instructions through our Returns Portal or by email.

Please do not send your order back to the address shown on the package or to the original sender address. That may not be our return address, and we may be unable to process returns 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 a suitable solution such as a refund or replacement.

This applies mainly when the issue is caused by damage, defect, missing parts, or fulfilment error. Standard returns, such as change-of-mind returns, may still require the item to be sent back.

We will confirm whether a physical return is needed after reviewing your request.

Return Shipping

Customers are responsible for return shipping costs for standard returns unless the item arrives damaged, defective, incorrect, or missing parts due to a fulfilment error.

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, as we cannot guarantee that we will receive a returned item without tracking.

Damaged or Defective Items

If your item arrives damaged or defective, please submit a request through our Returns Portal as soon as possible.

Claims for damaged or defective items must be submitted within 30 days of delivery.

Please include clear photos or videos showing:

The product
The issue or defect
The packaging
The shipping label

Once your request has been reviewed and approved, we may offer a refund, replacement, or another suitable solution.

In most approved damaged or defective cases, you will not be required to return the item. We will confirm the next step after reviewing your request.

Please note that damaged packaging alone may not qualify for a refund or replacement if the product itself is intact and usable.

Missing Items or Wrong Items

If you received the wrong item, wrong variant, or part of your order is missing, please submit a request through our Returns Portal.

Please include 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 a suitable 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 the order has been stuck in transit, pending, expired, returned, or not successfully delivered for an extended period.

Typical review timeframes are:

U.S. orders: after 45 days from shipment
International orders: after 60 days from shipment
Brazil orders: after 110 days from shipment

If tracking shows that the order was delivered but you did not receive it, we may require supporting documentation, such as a 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. Zendrop states that approved refunds usually reflect within 5–10 business days, but banks and payment providers may take longer.

Original shipping fees, if any, are non-refundable unless the refund is due to a damaged, defective, incorrect, or missing item caused by our fulfilment process.

Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible at:

support@aligneer.org

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 shipping may be eligible for a full refund.

Non-Returnable Items

We may be unable to accept returns or refunds for:

Items returned after the 30-day return window
Items that have been used, worn, washed, stained, damaged, or altered
Items with odours, marks, or signs of extended use
Items returned without submitting a return request first
Items sent to the wrong return address
Items where the correct product was delivered but the customer selected the wrong item, size, or variant
Items where delivery is confirmed but required supporting documentation is not provided
Gift cards, if applicable

Exchanges

Exchanges may be available depending on the item and reason for the request.

To request an exchange, please submit your request through our Returns Portal:

Start a Return or Exchange:
[Insert Yanet Returns Portal Link]

If an exchange is approved, we will provide the next steps through the portal or by email.

Important Notes

All return, refund, and exchange requests are reviewed on a case-by-case basis.

Submitting a request does not automatically guarantee approval. Approval depends on the condition of the item, the reason for the request, the timing of the request, and the evidence provided.

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.