Refund policy

Alchemy Niche — Return & Refund Policy

Thank you for shopping with Alchemy Niche. This policy explains how damage, missing-item, and return claims are handled, and is designed to be fair to genuine customers while closing common avenues for fraudulent claims. By purchasing from us, you agree to the terms below.

1. Reporting Window

Report damaged, defective, or missing items within 24 hours of delivery, as confirmed by the courier timestamp. We confirm a delivery date and time slot with every customer in advance, so this window is set accordingly.

Claims after 24 hours are only reviewed with documented proof of a valid delay (e.g., courier nondelivery later corrected, a documented medical emergency). Otherwise, late claims are not eligible for refund or replacement.

2. Unboxing Video — Determines Your Remedy

An unboxing video is the only evidence that can show whether damage happened in transit or after delivery, so it directly determines what we can offer.

Video required: one continuous, unedited shot showing the sealed package and shipping label from all sides, the package being opened, and the item as it's removed, including the damage or discrepancy.

  • With a qualifying video: choice of full refund or free replacement, fast-tracked, no further questions.
  • Without one: we cannot establish whether the damage occurred in transit or afterwards, so we offer a free replacement only (no cash refund), and only after the verification in Section 3 passes.

3. Verification Without Video

Required for any claim lacking an unboxing video:

  1. Clear photos of the damaged/incorrect item, packaging, and shipping label, within the 24-hour window.
  2. Cross-check against our dispatch weight logs, warehouse packing records, and courier handling data.
  3. A written description consistent with the photos.

If consistent, we send a free replacement. If our dispatch records directly contradict the claim, we will explain the discrepancy in writing and may deny it.

4. Damaged or Defective Goods

  • Keep the item, unused, in its original packaging until the claim is resolved — we may request it back for inspection (we cover return shipping in this case).
  • If inspection shows damage inconsistent with the claim — for example, signs of post-delivery mishandling, or a different item than the one we shipped — we will share our findings and may deny the claim or recover the cost of a replacement already sent.

5. Missing Items

Report within the 24-hour window. We cross-check against warehouse packing and weight logs.

  • Confirmed discrepancy: choice of reshipment or refund/store credit for the missing item's value.
  • Records show the order was packed and weighed correctly: we'll share that evidence and the claim will not be approved on this basis alone.

6. Wrong Item Ordered (Buyer's Error)

Orders are final once placed — please check your order carefully before confirming. If you ordered the wrong item by mistake:

  • You cover return shipping; we cover shipping the correct replacement once your return is received.
  • A 10% restocking fee applies.
  • The item must be unused, unopened, and resalable. Opened, used, or incomplete returns will be declined and shipped back to you at your cost.

This section covers ordering errors on the customer's side only. Items that do not match what we shipped are handled under Section 4.

7. Undeliverable or Refused Shipments

If a shipment is returned to us due to an incorrect address, unreachable contact details, or refused delivery, the customer covers:

  1. The original outbound shipping charge.
  2. The return-to-origin (RTO) charge.
  3. A 10% handling and restocking fee.

We'll confirm the correct address before reshipping; remaining order value after deductions is refunded or held as store credit, your choice.

8. Fraud & Abuse Prevention

We will deny any claim where our evidence shows it isn't genuine — for example, dispatch records that contradict the claim, damage consistent with post-delivery mishandling rather than transit, or photos that don't match the item we shipped. Denials are explained in writing with supporting evidence.

9. How to File a Claim

Email support@alchemyniche.com with your full invoice details and unboxing video or photos. Use the Product ID as the subject line. We aim to respond within 24 hours and resolve claims within 2 business days of receiving all required evidence. All disputes are handled directly through this channel.