Refund policy

Return & 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, if the item is eligible, issue a Return Merchandise Authorization (RMA) number along with the designated return address.

Step 2 – Ship the Item Back

Once your return is approved and you have received your RMA number:

Ship the item to the designated return address provided by support
Include your RMA number with the returned package
Do not send items directly to the manufacturer
Use a trackable shipping service (e.g., USPS, UPS, or FedEx)
Consider purchasing shipping insurance if the item value is high

Returns sent without a valid RMA number 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:

Requesting a return for the original item (if eligible)
Placing a new order for the correct product

This process helps ensure faster order handling and product availability.

6. Return Shipping Cost Responsibility

Customers are responsible for arranging and paying for return shipping in all cases. Depending on the reason for return, this cost may be reimbursed as follows.

Eligible for Reimbursement

We will reimburse your actual return shipping cost if the return is due to:

A defective product
An item damaged during shipping
Incorrect item shipped

To request reimbursement, please provide your shipping payment receipt and tracking number to our support team. Once we receive and inspect the returned item and confirm the issue, reimbursement will be based on your actual shipping cost paid. Approval typically takes 1–2 business days, and funds are returned to your original payment method within 3–5 business days, depending on your payment provider.

Customer Responsibility

Customers are responsible for return shipping costs (not reimbursed) 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. Customers will be notified if the refund is approved or declined.

If approved, the refund will be issued to the original payment method. Refund processing time is 5 days, measured from the time we receive and complete inspection of the returned item to the time we issue the refund. Please note this processing time does not include the additional time your bank or payment provider may require to post the refund to your account.

8. Items That Do Not Pass Inspection

Standard Returns

If a returned item does not meet the eligibility conditions in Section 2 upon inspection (for example, the item shows signs of use or is missing original packaging or accessories), we will not be able to process a refund. In this case, customers may choose to:

Have the item shipped back to them (return shipping cost applies), or
Authorize Alienfence to dispose of the item

If no response is received within 30 days of notification, the item will be considered abandoned and may be disposed of at our discretion.

Reported Defects or Shipping Errors

If a return was approved based on a reported defect or shipping error, but inspection determines the item is not defective and was shipped correctly, any previously approved return shipping reimbursement will be forfeited and the customer will be responsible for the original return shipping cost. If the item otherwise meets the eligibility conditions in Section 2, a refund for the item itself will still be processed.

9. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please:

Inspect the package and product upon delivery
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.

10. 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.

11. 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