Återbetalningspolicy
Business Details
Online store / trade name: AltheaVive
Legal entity: DCSHOOPS LTD
Company number: 17197451
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: info@altheavive.com
Website: altheavive.com
VAT number: Not applicable / not registered, unless otherwise stated at checkout
Last updated: 5 May 2026
1. Return Period
We maintain a return policy of 30 days from the day you received the item. Within this period, you can submit a return request via info@altheavive.com.
In addition, consumers within the European Union have the legal right to withdraw from an online purchase within 14 days of receipt without giving any reason, unless a legal exception applies.
2. Conditions for Return
To be eligible for a return, the product must meet all of the following conditions:
-
The product is unused, unworn, undamaged, and complete.
-
The product is in its original packaging, including all labels, accessories, manuals, protective film, seals, and included parts.
-
The product has not been opened if it is a sealed hygiene, beauty, cosmetic, personal care, or health product.
-
The product shows no signs of use, washing, assembly, damage, odor, stains, wear, or careless handling.
-
You can provide proof of purchase or order confirmation.
-
The return has been reported in advance by email and you have received return instructions from us.
3. Products That Cannot Be Returned
The following products are excluded from returns, to the extent permitted by law:
-
Cosmetic products, skincare products, creams, serums, masks, makeup, beauty products, personal care products, and similar items whose seal has been broken, packaging has been opened, or the product has been used.
-
Hygiene-sensitive products whose protective packaging, seal, or hygienic closure has been removed or damaged.
-
Underwear, swimwear, earrings, body or skin contact products, and similar products when the hygiene packaging has been opened or removed.
-
Products that have been specially made, customized, personalized, or ordered at your request.
-
Perishable products or products with a limited shelf life.
-
Digital products, downloads, gift cards, or vouchers after they have been delivered, activated, or used.
-
Products that have been damaged by improper use, negligence, normal wear and tear, careless handling, or use contrary to instructions.
-
Products whose original packaging, accessories, labels, or parts are missing.
4. Cosmetics, Personal Care, and Hygiene
For products involving hygiene, health, or personal care, a strict return condition applies. Once the seal has been broken, the packaging has been opened, or the product has been used, we cannot resell the product and the return will be refused, unless the product is demonstrably defective or incorrectly delivered.
Examples include creams, serums, lotions, makeup, masks, hair products, skincare, body care, hygiene products, and products that come into direct contact with skin, hair, mouth, or body.
5. Requesting a Return
A return must be requested in advance via info@altheavive.com. Include the following in your email:
-
Order number.
-
First and last name.
-
Email address used to place the order.
-
The item you wish to return.
-
The reason for return.
-
In case of defect, damage, or incorrect delivery: clear photos of the product, packaging, and shipping label.
After reviewing your request, you will receive further return instructions, including the return address. Do not send products back to the company address, not to the address on the shipping label, and not to any random address without our written instructions.
Return address: Will be communicated by email after approval of the return request. The current return address is available via info@altheavive.com.
6. Return Shipping Costs
The costs and risk of the return shipment are the responsibility of the customer, unless the product was demonstrably delivered incorrectly, damaged, or defective due to an error on our part.
We do not reimburse return costs when the return is the result of personal preference, a wrong choice, a wrongly ordered product, size or color preference, or when the customer has changed their mind.
In case of demonstrably incorrect, damaged, or significantly deviating deliveries on our part, we will provide a prepaid return label. In that case, the return costs are at our expense.
7. Uncollected Packages
If a package is not collected from a pickup point, is refused at the door, or is returned to us because the customer did not collect the package, we will charge an administrative fee of €15.00 for the shipping and return costs incurred. This amount will be deducted from any refund. The customer is entitled to a refund of the product amount minus the €15.00 administrative fee, unless the non-delivery is demonstrably attributable to us or the carrier.
If a package is returned due to an incorrect or incomplete address provided by the customer, all additional costs for re-shipment or return are at the customer's expense. Depending on the situation, a re-delivery may be offered or the product amount will be refunded minus the costs incurred.
8. Damage, Defects, or Wrong Item
Check your order immediately upon receipt. If you have received a damaged, defective, or wrong item, please contact us as soon as possible and preferably within 48 hours via info@altheavive.com.
Include clear photos of the item, the packaging, and the shipping label. Without evidence, we cannot properly assess a claim. This reporting deadline does not limit your legal rights but helps us investigate the issue more quickly and accurately.
9. Diminished Value
You may only inspect a product as would reasonably be possible in a physical store. If a product has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct a diminished value from the refund.
In case of clear signs of use, missing packaging, broken seals, damage, odor, stains, or missing parts, we may refuse the return or apply a partial refund, to the extent permitted by law.
10. Exchanges
We do not offer a direct exchange service. The fastest way to receive a different item is to place a new order and, if permitted, return the original item in accordance with this return policy.
11. Refund
After receipt and inspection of the return shipment, we will inform you by email whether the return has been approved or refused. If approved, we will process the refund via the original payment method.
Refunds are normally processed within 10 business days after approval. Your bank or payment provider may require additional processing time.
When exercising the legal right of withdrawal, we will refund the amount paid including the cheapest standard delivery option we offer. Additional costs for express shipping or a more expensive delivery method will not be refunded.
We may delay the refund until we have received the product or until you have demonstrated that you have returned the product, whichever occurs first.
12. Refused Returns
Returns may be refused when the product does not meet our return conditions, when the product was sent without a return request, when the product was sent to an incorrect address, or when there is abuse, fraud, or unreasonable return behavior.
13. Model Withdrawal Form
You may use this form to exercise your legal right of withdrawal, but this is not mandatory. A clear statement by email is also sufficient.
To: DCSHOOPS LTD, trading under the name AltheaVive
Email: info@altheavive.com
I hereby notify you that I withdraw from our agreement regarding the purchase of the following goods:
Ordered on:
Received on:
Order number:
Consumer name:
Consumer address:
Consumer email address:
Date: