Return and Refund Policy

Thank you for shopping with ALEXAELLEN LLC. We value your satisfaction and want you to feel confident when purchasing from us. Please review our return and refund policy below, which applies to all products sold through our online store.

Eligibility for Returns

  • We accept returns within 30 calendar days from the date of delivery.
  • The item must be unused, unassembled, and in its original packaging with all tags, manuals, and accessories included.
  • Products that show signs of use, damage, or missing parts will not qualify for a return.
  • Items shipped back without prior approval will not be accepted.

Non-Returnable Items

Due to the nature of our products and for hygiene and safety reasons, the following cannot be returned:

  • Items that have been set up outdoors, exposed to weather, or used for camping.
  • Clearance or final sale products.
  • Customized or special-order items.

How to Initiate a Return

  1. Email us at support@alexaellen.com with your order number, the reason for return, and supporting photos if applicable.
  2. Once approved, you will receive the return shipping address and detailed instructions.
  3. Customers are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance to ensure safe delivery.

Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 2 business days.
  • If approved, your refund will be processed to the original payment method. Depending on your bank or payment provider, it may take an additional 3–5 business days for the funds to appear in your account.
  • No restocking fees apply to approved returns.
  • We do not offer direct exchanges. If you need a different product, please place a new order.

Damaged or Defective Items

If your order arrives damaged or you receive the wrong item, please contact us immediately at support@alexaellen.com within 48 hours of delivery. Provide photos of the packaging, the product, and the shipping label. We will work with you to resolve the issue quickly, including a replacement or full refund at no extra cost to you.

Order Cancellations

Orders can be canceled before shipment only. Once the order has shipped, it will follow the return process above.

Contact Us

If you have any questions about our Return and Refund Policy, please reach out:

  • Email: support@alexaellen.com
  • Phone: +1 914-436-8452
  • Customer Service Hours: Monday – Sunday, 9:00 AM – 6:00 PM (MST)
  • Address: ALEXAELLEN LLC, 4380 S Monaco St Unit 2014, Denver, CO 80237, United States

Please note: By placing an order on our website, you agree to the terms of this Return and Refund Policy.