At Alma Nueva, we want you to feel confident in every purchase. If your order isn't quite right, whether it's the fit, feel, or style, we're here to help. You can return any unused Alma Nueva products within 30 days of receiving your order.
Your satisfaction is our priority, and we'll do our best to make things right.
Eligibility
All Alma Nueva products may be returned within 30 days of delivery. Items must be returned unused, complete, and in original condition and packaging. Returns showing signs of use, damage, or incompleteness may be declined. Please note that underwear and intimates cannot be returned for hygiene reasons, in accordance with UK and EU consumer law. If you are unsure whether your item is eligible for return, please contact us before submitting a request.
EU Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason. To exercise this right, you must notify us within this 14-day period. The item must be returned unused, unworn, and in its original condition with all labels and packaging intact. Return shipping costs under the right of withdrawal are the responsibility of the customer, unless the item is defective or the return is due to our error. Your statutory right of withdrawal takes precedence over any more restrictive commercial policy.
Registration & Inspection
Alma Nueva uses a self-service return portal. Buyers must provide a valid return reason and clear supporting evidence when registering a return. Returns submitted without prior notification will not be accepted. All returned items are inspected within 5 to 7 days of receipt, and customers will be notified of the outcome via email.
Costs & Shipping
Customers are responsible for return shipping costs unless the return is due to our error (incorrect, defective, or damaged items). Original shipping fees are non-refundable. Items must be returned complete and in original condition to avoid denial. Customs-related delays are beyond our control and are not valid grounds for a return. Bundled items must be returned in full and cannot be returned individually.
Exchanges
Exchange requests must be submitted within 14 days of delivery. Items must be returned complete and in original condition. Once inspected and approved, store credit will be issued via email to place a new order. Direct item-for-item exchanges are not offered.
Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved or declined. Approved refunds will be processed within 10 business days to your original payment method. Please allow additional time for your bank to process the payment. If more than 15 business days have passed since your refund was approved, please contact us at info@byalmanueva.com.
Denials & Acceptance
Alma Nueva reserves the right to refuse any return that does not comply with this policy, including items that are used, incomplete, outside the return window, or sent without prior notification. Denied returns may be sent back to the original sender at the customer's expense. By placing an order with Alma Nueva, customers acknowledge and agree to this Refund Policy.
