Last updated: September 16, 2026
At Alvora, we want you to be happy with your purchase. If you change your mind about a purchase or there is a problem with your order, this policy explains how returns, refunds, and replacements work.
This policy applies to physical products purchased through alvora.studio, including stencils and page holders, as well as digital products where applicable.
Your statutory consumer rights are not affected by this policy.
1. Returns and Right of Withdrawal
We accept returns of eligible physical products within 14 days from the date of delivery.
You do not need to provide a reason for returning an eligible physical product within this period.
To request a return, please contact us at:
Please contact us before sending any product back. We will provide the necessary return instructions.
The 14-day return period offered by Alvora is in addition to any mandatory consumer rights applicable to your purchase.
2. Condition of Returned Products
We ask that returned products are kept in their original condition so that they can be resold.
Products should:
- Not have been used;
- Not be damaged;
- Include all parts and accessories supplied with the product;
- Be returned with the original packaging where reasonably possible.
You may open the packaging to inspect the product. Opening the packaging by itself does not prevent a return.
However, products that have been used, damaged, altered, or returned incomplete due to the customer’s actions may not be eligible for a return, except where the issue concerns a defect or another situation for which Alvora is legally responsible.
3. Return Shipping
If you exercise your right to return a purchase within the applicable return period, Alvora will provide the return instructions and cover the applicable return shipping costs.
You should contact us before sending the product back so that we can provide the appropriate instructions.
4. Refunds
Once your returned product has been received and inspected, we will confirm whether the return has been accepted.
If the return is approved, the refund will be processed using the same payment method used for the original purchase, where possible.
For purchases made through Mercado Pago, the refund will be processed through the applicable Mercado Pago payment system.
Any refund required under applicable consumer law will include the amounts that are legally required to be refunded.
The time it takes for the refunded amount to appear in your account may depend on your bank, card issuer, or payment provider.
5. Defective or Damaged Products
If your product arrives defective or becomes defective under circumstances covered by applicable consumer protection laws, please contact us at:
Please describe the problem and, where possible, provide photographs showing the defect. This helps us assess the issue and determine the appropriate solution.
Depending on the circumstances, you may be offered a choice between:
- A replacement of the product; or
- A refund.
We will provide instructions for returning the defective product when a return is necessary.
Alvora will cover the applicable costs associated with the return of a product that is defective or for which Alvora is responsible.
6. Incorrect Product
If we send you the wrong product, please contact us as soon as possible at:
We will arrange the return of the incorrect product at no cost to you and send you the correct product.
If you would prefer not to receive a replacement, we can instead process an appropriate refund.
7. Exchanges
We do not offer general exchanges simply because you would prefer a different product.
If you change your mind about a product, you may use the applicable return process and, once the return has been resolved, place a new order for the product you would prefer.
If the product is defective or we sent the wrong product, the replacement options described in this policy will apply.
8. Sale Items
Products purchased during a sale or promotional period are subject to the same return and refund rights as other products.
A promotional price does not, by itself, remove any rights available to the customer under applicable consumer protection law.
9. Digital Products
Digital products are delivered electronically and may be made available for download after payment.
Because digital products cannot be physically returned, returns after the digital file has been downloaded are generally not accepted where permitted by applicable law.
However, if you receive a corrupted, incomplete, incorrect, or otherwise defective digital file, please contact us at:
We will provide the correct file at no additional cost.
If the problem cannot be resolved by providing a replacement file, an appropriate refund may be offered where applicable.
10. Personalized Products
Some products may eventually be offered with personalization.
Personalized products may be subject to different return conditions where permitted by applicable law, particularly when the product has been made specifically according to the customer’s requested specifications.
However, personalization does not remove your rights regarding defective, damaged, incorrectly produced, or incorrectly supplied products.
If there is a problem with a personalized product, please contact us so that we can determine the appropriate solution.
11. How to Request a Return or Refund
To request a return, refund, or replacement, please email:
Please include:
- Your name;
- Order number;
- Product purchased;
- Reason for contacting us;
- Photographs, where relevant, if the product is damaged or defective.
Please do not send a product back before contacting us and receiving return instructions.
12. Return Address
For security and administrative reasons, our return address is not published on this page.
Once your return request has been approved, we will provide the appropriate return address and instructions.
13. Contact Us
If you have any questions about returns, refunds, replacements, or this policy, please contact us:
Email: byalvora.studio@gmail.com
Website: alvora.studio
Alvora
Last updated: September 16, 2026
