Refund and Returns Policy

Overview

Alvieva operates a B2B custom manufacturing marketplace, where every order is produced specifically according to the buyer’s requirements.
Because all products are custom-made and go through mandatory factory verification, QC inspections, production follow-up, and shipment checks, our return and refund policy is different from standard e-commerce.

Once a buyer places an order, the factory begins production exclusively for that buyer, therefore returns are not applicable in most cases.
However, Alvieva provides full Quality Guarantee Protection to ensure buyers receive exactly what they ordered.

Eligibility for Refund or Remake

You may be eligible for a refund, partial refund, or product remake if:

  • The product delivered does not match the approved sample, tech pack, specification sheet, or final production confirmation.

  • The product has manufacturing defects verified by Alvieva’s QA team.

  • Quantities are less than contracted without prior approval.

  • Materials or trims used differ from those approved.

  • Products fail mandatory Final Inspection and cannot be corrected.

Refunds or remakes are not applicable in the following cases:

  • Buyer changes their mind after production has started.

  • Buyer provides incorrect measurements, artwork, size chart, or specifications.

  • Color, print, or material variations within acceptable international manufacturing tolerance.

  • Damage caused after delivery or during buyer’s logistics handling (if buyer arranged shipping).

Inspection & Approval Process

Every order includes:

  • Factory inspection

  • Pre-production review

  • In-line QC

  • Final inspection before shipment

  • Shipment verification

Only after buyer approval or Alvieva QC approval, the goods are shipped.
This ensures refund cases remain extremely rare.

Refund Process

If a buyer claims an issue:

  1. Buyer must submit:

    • Photos/videos of the issue

    • Reference documents (PO, tech pack, approved sample, inspection report)

  2. Alvieva QC team investigates within 3–5 business days.

  3. If approved, refunds are processed through the same payment method (Card, LC, TT, PayPal, etc.) within 7–14 business days.

Refund types:

Full Refund: When products are completely incorrect or unusable.

Partial Refund: For minor issues not affecting the full order.

Remake at Factory Cost: When correction is possible.

Late or Missing Refunds

If you haven’t received a refund yet:

If still unresolved, contact our support team at contact@alvieva.com

Check your bank account or payment platform again.

Contact your financial institution (refund posting time may vary).

Non-Refundable Situations

Because these are custom B2B productions, the following items cannot be refunded:

  • Orders in active production

  • Orders completed exactly to specification

  • Bulk orders approved during pre-shipment inspection

  • Design service fees

  • R&D development, molds, or pattern-making fees

  • Sample fees (unless defect is proven)

Shipping-Related Issues

If shipping was arranged through Alvieva Logistics, your order is protected against:

  • Damage in transit

  • Loss

  • Misdelivery

If buyer arranges their own shipping, Alvieva cannot offer shipping-related refunds.

Return of Products

In most B2B cases, returning goods internationally is not required or not practical.
If a return is needed for legal or verification reasons:

  • Buyer must ship the goods to our designated address in Bangladesh.

  • Buyer is responsible for return shipping unless Alvieva requests the return for investigation.

Need help?

Contact us at contact@alvieva.com for questions related to refunds and returns.

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