Right of Withdrawal (EU)

Right of Withdrawal (EU)

Last updated: October 2026

If you are a consumer based in the European Union, you have the right to withdraw from a distance purchase contract within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

1. Withdrawal Period

You have the right to withdraw from this contract within 14 calendar days from the day on which you, or a third party indicated by you (other than the carrier), acquired physical possession of the goods.

If your order consists of multiple items delivered separately, the withdrawal period starts on the day you received the last item.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement before the withdrawal period expires. You can do this by:

  • Sending an email to returns@alcanstrada.com with your order number and a clear statement that you wish to withdraw from the contract
  • Using the model withdrawal form below (not mandatory)

We will send you an acknowledgement of receipt of your withdrawal by email without delay.

3. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To: Alcanstrada, returns@alcanstrada.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

  • Ordered on (*) / received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

4. Returning the Goods

You must return the goods to us without undue delay and no later than 14 days from the day you notified us of your withdrawal. You bear the direct cost of returning the goods unless the item is defective or we made an error.

The goods must be returned in their original condition and packaging. Please use a tracked shipping method, as we cannot be held responsible for items lost in transit.

5. Refund

We will reimburse all payments received from you, including standard delivery costs (but not any additional costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day we receive the returned goods or evidence that you have sent the goods back.

We will use the same means of payment you used for the original transaction unless expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.

6. Exceptions

The right of withdrawal does not apply to:

  • Goods that are made to the consumer’s specifications or clearly personalised
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery

7. Contact

For questions about your right of withdrawal, contact us at returns@alcanstrada.com.