We want you to feel confident every time you shop with us. This policy explains how returns, refunds, and replacements work at The Alternatives — whether an item arrived damaged, wasn't what you expected, or simply isn't right for you.
1. Return Eligibility
We accept returns within 14 days of delivery for unopened, undamaged products in their original packaging. To be eligible, your item must:
- Be unopened, unused, and in its original packaging with seals intact
- Be returned within 14 days of the delivery date
- Include proof of purchase (order number or confirmation email)
If you received a wrong item, a defective product, or something that doesn't match its description, we'll arrange a free return pickup and a full refund or replacement — no questions asked.
2. Items That Cannot Be Returned
For hygiene and food safety reasons, we're unable to accept returns on:
- Opened perishable products, unless they are defective or damaged
- Chilled and frozen items once delivered, unless there is a fault on our end
- Promotional items or final-sale products, where specific terms are noted at the time of purchase
3. Damaged, Defective, or Wrong Items
We're sorry if this happens. Please photograph the damaged item and its packaging, then WhatsApp or email us within 48 hours of delivery. Once verified, we'll arrange a replacement or refund within 2–3 business days, and use your feedback to improve our packing process.
4. How to Initiate a Return
- Contact our team via the contact form, email, or WhatsApp with your order number and reason for return
- Our team will confirm eligibility and, where applicable, arrange a free pickup with our logistics partner
- Package the item securely in its original packaging
- Once we receive and inspect the returned item, we'll process your refund or replacement
5. Refund Processing
Once we've received and inspected your returned item (or confirmed the issue for damaged goods), refunds are processed within 3–5 business days. The time for the amount to appear in your account depends on your bank or payment provider — typically an additional 3–7 business days.
Refunds are issued to your original payment method. If that's no longer available, please contact us and we'll arrange an alternative, such as store credit.
6. Exchanges
We don't currently offer direct product-for-product exchanges. If you'd like a different product, flavour, or size, the simplest path is to return the original item for a refund and place a new order for what you'd like instead.
7. Return Shipping Costs
Return shipping is free for wrong, defective, or damaged items — we'll arrange pickup at no cost to you. For change-of-mind returns of eligible unopened items, return shipping costs may apply and will be confirmed by our team before pickup is arranged.
8. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our processes or legal requirements. Any updates will be posted on this page with a revised "Last Updated" date.
Need to start a return, or have a question about a refund? We're here to help: