Refund policy

1. 30-Day Return Policy

At Alienfence, we aim to provide clear information so customers can shop with confidence. This policy explains the conditions and process for returning items purchased from alienfence.com.

We offer a 30-Day Return Policy, which means customers may request a return within 30 days after the delivery date.

If you have questions about your order or product eligibility, our customer support team can assist before starting a return.

2. Return Eligibility Conditions

To qualify for a return, the item must meet the following conditions:

  • The item must be in the same condition as received

  • The item must be unused

  • The item must be returned in its original packaging

  • All accessories, manuals, and included components must be returned

  • A proof of purchase or order number must be provided

Items that do not meet these conditions may not be eligible for return.

3. Non-Returnable Items

Certain items are not eligible for return, including:

  • Custom or personalized products

  • Gift cards

  • Items marked as final sale where applicable

If you are unsure whether your item qualifies for return, please contact customer support before sending the item back.

4. How to Request a Return

To begin a return request, please follow these steps:

Step 1 – Contact Customer Support

Email our support team with the following information:

  • Order number

  • Product name

  • Reason for the return request

  • Photos if the item arrived damaged or incorrect

Our team will review the request and provide return instructions if the item is eligible.

Step 2 – Ship the Item Back

If the return is approved:

  • Ship the item to the designated return address provided by support

  • Do not send items directly to the manufacturer

  • Use a trackable shipping service

  • Consider purchasing shipping insurance if the item value is high

Returns sent without prior authorization may not be accepted.

5. Exchange Policy

Currently, Alienfence does not process direct product exchanges.

If you would like a different product, size, or model, we recommend:

  1. Requesting a return for the original item (if eligible)

  2. Placing a new order for the correct product

This process helps ensure faster order handling and product availability.

6. Return Shipping Cost Responsibility

Responsibility for return shipping depends on the reason for the return.

Store Responsibility

Alienfence will cover return shipping costs if the issue is caused by:

  • A defective product

  • An item damaged during shipping

  • Incorrect item shipped

In these situations, our support team will provide instructions for the return process.

Customer Responsibility

Customers are responsible for return shipping costs if the return is due to:

  • Change of mind

  • Ordering the wrong item or size

  • Product not meeting personal preference

Alienfence does not charge a restocking fee for approved returns.

7. Refund Processing

Once the returned item is received, it will be inspected to verify eligibility.

After inspection:

  • Customers will be notified if the refund is approved or declined

If approved:

  • The refund will be issued to the original payment method

  • Processing typically takes 5–7 business days

Please note that banks or payment providers may require additional time to post the refund to your account.

8. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please:

  1. Inspect the package and product upon delivery

  2. Contact customer support as soon as possible

To help resolve the issue quickly, please include:

  • Your order number

  • Photos of the product and packaging

Requests for damaged or incorrect items should be submitted within 3 business days after delivery.

9. Delivery Inspection Reminder

Customers are encouraged to check the condition of the package when it arrives.

If a signature is required for delivery, it may be helpful to:

  • Review the package condition before signing

  • Note visible damage if present

Prompt inspection helps address potential shipping issues more efficiently.

10. Customer Support

If you have questions about returns, refunds, or order issues, please contact us.

Company Name
FRANK CYBERNOVA LOGIC LLC

Customer Support Email
support@alienfence.com

Business Address
500 W Jefferson St
Louisville, KY 40202
United States