Returns & complaints

Have you made a purchase in our online store and would like to return a product? No problem!
Simply log in to our online store with your e-mail address and click on the "Request return" button when placing your order.

How do I return an item?

1. Log in to our online store using the email address you provided when placing your order, then go to your order. Click the "Request Return" button. Select a reason for the return and provide additional details in the "Notes" field. The more detailed your information is, the faster and easier the return process will be—for both you and us. Please note that we can only accept returns of goods in their original, unopened packaging. You are responsible for the direct costs of the return shipment.

2. Then click the "Request Return" button.

3. Our team will then review your return request. If we need further information, such as photos, etc., we will contact you.

4. As soon as we receive and inspect the return, we will immediately process a refund for the invoice amount.

Important: You are responsible for the direct costs of the return shipment. For food safety and hygiene reasons, we can only accept unopened products in their original packaging.

How long can I return an item?

You can return your order to us within 14 days. Please note, however, that we can only accept returns of unopened products in their original packaging.

My product was damaged upon delivery?

Please document the damage with photos of the defective item and the shipping box. Contact us at service@alpenpower.com and provide us with all the information. Please keep the defective products for at least 7 days after requesting the new goods in case a return is necessary.

When and how will I receive my refund?

Refunds are normally made via the payment method originally used. As a rule, we initiate the refund within 1-2 working days after receipt & inspection of the item. Depending on the payment method, the amount will be credited either immediately or after a short processing time.

Frequently asked questions

My order has not arrived.

As soon as your order has been completed and the payment process has been completed, it is automatically transferred to our warehouse management system and then to our fulfillment service provider.

As soon as your order is on its way, you will receive a shipping confirmation from us including a tracking number.

If your shipment has already been delivered according to the shipment tracking but you have not yet received it, please take a look at the shipment tracking and also check whether the parcel may have been left with a neighbor or at a post office. The shipping service provider will leave a collection bill for this purpose. If the parcel can still not be found, we may need a signed declaration in order to be able to report a theft.

If the shipping status has not changed over a period of 5 days and your parcel can still not be found, please contact customer service. We will then contact the shipping service provider and find out where your parcel is.

The good news is that almost no parcels are permanently lost. So a little patience usually pays off - thank you for that!

Important: Please note that the SEPA prepayment method takes a few days and the delivery time will be extended accordingly.
My order has arrived incomplete.

In this case, please contact our customer service - preferably with your order number and a brief description of the missing or incorrect items. A photo of the opened parcel is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.

My delivery is damaged on the outside.

Occasionally, your parcel may be damaged in transit by the shipping service provider. In most cases, however, this only affects the outer packaging - the contents remain intact. In this case, the parcel will not be sent back to us, but repackaged and forwarded to you with a short delay.
I have received a damaged product.

In this case, please contact our customer service - preferably with your order number and a brief description of the damage. A photo of the damaged product is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.
In some cases, products are accidentally damaged with a knife when they are opened. This damage is usually clearly recognizable as a cut. We ask for your understanding that we cannot provide a replacement or offer a refund in such cases.

I have received the wrong product.

In this case, please contact our customer service - preferably with your order number and a brief description of the missing or incorrect items. A photo of the opened parcel is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.

I would like to exchange something.

A direct exchange is unfortunately not possible.

Please return the goods to us and place a new order. As soon as we have received and checked your return, we will refund the purchase amount.

Important: For reasons of food law and hygiene, we can only take back unopened products in their original packaging.

When will the refund be made?

As soon as we have received your return, we will check and process it immediately. The refund will be made within the following 1-2 working days using the payment method you selected when placing your order.

If you have not received a refund after more than 14 working days or require assistance, please contact our customer service team via our contact form - ideally stating your order number and the products concerned