Refund policy

Every order is covered twice: 14 days to change your mind on anything, plus our 90-day fit guarantee on the Tunes Band. None of this affects your statutory rights.

14 days to change your mind

You can cancel your order for any reason within 14 days of the day it arrives (if it comes in more than one parcel, from the day the last one arrives). Tell us within those 14 days, then send the items back within 14 days of telling us. You can use the cancellation form below, but you don't have to: any clear message through our contact page works.

Please handle items only as you would in a shop, and send them back in their packaging where possible. If an item comes back used more than that, we may reduce your refund to reflect its lower value.

90-day fit guarantee on the Tunes Band

If your Tunes Band doesn't fit comfortably under your ski helmet, tell us within 90 days of delivery and we'll refund you. We'll let you know if we need the band back.

Faulty, damaged or wrong items

If anything arrives faulty, damaged or not as described, message us with a photo and your order number. We'll replace it or refund you, and we cover any return postage. Your legal rights for faulty goods are explained in our terms of service.

How to start a return

Message us through our contact page with your order number and the reason: a 14-day return, a fit-guarantee claim or a faulty item. We'll reply with the return address and next steps. Please wait for our reply before sending anything, so your parcel goes to the right place.

Return postage

If you change your mind, you pay the cost of sending items back. For faulty, damaged or wrong items, we pay.

Refunds

We refund to your original payment method within 14 days of receiving the items back, or of receiving proof that you've sent them, whichever is sooner. If you cancel before your order is sent, we refund you within 14 days of your message. If you return part of a multi-buy order, we refund what you paid for those items after the multi-buy saving.

Cancellation form

If you'd like to use it, copy this form into a message through our contact page.

To Alpine Essentials:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [items]
Ordered on [date] / received on [date]
Order number: [number]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is sent on paper)
Date: [date]