Refund and Returns Policy

Last updated: November 2025

Order Cancellations

Orders may be cancelled before shipment at no cost for EU customers; a €5 processing fee applies for non-EU customers to cover order processing costs.

To cancel your order, contact us immediately at shop@alien-mods.com with your order number. Once an order has shipped, cancellation is no longer possible and standard return procedures apply.

30-Day Return Period

You have 30 days from the date you receive your order to return any item for a full refund. During this period, you are welcome to install and test the product. We understand that sim racing equipment needs to be tried to ensure it meets your expectations.

Important: This return period begins when tracking confirms delivery to your address, not from the date of shipment.

Return Eligibility

Eligible for Return

• Products may be used or installed during the 30-day return period
• Items do not need to be in original packaging
• Both regular-priced and sale items can be returned

Requirements for Returns

To be eligible for a return, items must:

• Be returned within 30 days of confirmed delivery
• Be in working condition
• Include all original components and accessories

Non-Returnable Items

The following items cannot be returned:

• Items returned after the 30-day period from confirmed delivery
• Items damaged due to misuse, accident, or improper installation (not covered by warranty)
• Items missing essential components or accessories
• Items where tracking shows “delivered” but customer claims non-receipt without first filing a carrier claim

EU Consumer Rights

As a company operating in the European Union (Romania), we comply with EU consumer protection regulations. You have the right to withdraw from your purchase within 14 days without giving any reason, as guaranteed under EU Directive 2011/83/EU.

Our 30-day return policy extends beyond this legal minimum requirement, providing you with additional flexibility and peace of mind.

How to Return an Item

Step 1: Contact Us First

Before returning any product, please contact us at shop@alien-mods.com with:

• Your order number
• Reason for return
• Photos of the product (if applicable)

Our support team will assist you with any installation issues or questions. Many concerns can be resolved quickly through our technical support, saving you the time and cost of returning the item.

Step 2: Ship Your Return

If you decide to proceed with the return after contacting us, send your item to:

Step 3: Receive Your Refund

Once we receive and inspect your return:

1. We will send you an email confirmation of receipt
2. Your refund will be processed immediately
3. The refund will be credited to your original payment method
4. Depending on your bank or payment provider, it may take 3-10 business days for the refund to appear in your account

Our Delivery Guarantee

Once your order ships, you will receive tracking information via email. We partner with reliable carriers to ensure your package reaches you safely.

Delivery Confirmation

When tracking shows “delivered” to the address you provided at checkout, the package is considered successfully delivered. At this point, the goods are in your possession and our shipping responsibility is complete.

If Tracking Shows Delivered but You Didn’t Receive the Package

Please take the following steps:

1. Check with neighbors, household members, and building management
2. Verify the delivery address on your order confirmation
3. Contact the carrier directly using your tracking number
4. File a theft report with local police if you suspect theft
5. Contact us at shop@alien-mods.com with your carrier claim number

We will provide all documentation needed to support your carrier claim, but we cannot issue refunds or replacements for packages confirmed as delivered by the carrier.

Shipping Delays and Lost Packages

Shipping delays can occur due to:

• Customs processing (especially for international orders)
• Carrier operational issues
• Weather conditions
• Local postal strikes or service disruptions

International shipments: Customs processing is beyond our control and the carrier’s control, and can take several weeks. Please be patient during this process.

Our 60-Day Lost Package Policy

If tracking does not show delivery within 60 days of shipment, we will work with you to resolve the situation. This grace period accounts for:

• Extended customs processing times
• Carrier delays and rerouting
• Investigation periods with shipping carriers

After 60 days without delivery confirmation:

1. Contact us at shop@alien-mods.com
2. We will investigate with the carrier
3. We will issue a full refund or send a replacement at no additional cost

Incorrect or Incomplete Addresses

You are responsible for providing a complete and correct shipping address at checkout. Please double-check your address before completing your order.

If your package is returned to us due to an incorrect or incomplete address you provided, you will need to pay shipping costs again for redelivery.

Customs and Import Duties

For international shipments outside the EU, customers are responsible for all customs duties, taxes, and fees imposed by their country. These charges are not included in your order total and are collected by your local customs authority.

What We Need From You

• Provide a complete and accurate shipping address at checkout
• Monitor your tracking information
• Contact us promptly if issues arise
• Allow the 60-day grace period for lost package investigations
• Contact us before initiating payment disputes with your bank

What We Promise You

• Tracking information for all shipments
• Responsive customer service (24-hour response time during business days)
• Assistance with carrier claims and investigations
• Full resolution within 60 days – either you receive your goods or you receive reimbursement

Defective or Damaged Products

If you receive a defective or damaged product, we will make it right.

2-Year Warranty Coverage

• All products are covered by a 2-year warranty against manufacturing defects
• Defective items will be replaced at no cost to you
• We cover return shipping costs for defective products

If Your Product is Defective

1. Contact us immediately at shop@alien-mods.com
2. Provide your order number and a description of the issue
3. Include photos or videos demonstrating the defect
4. Our team will assess the issue and provide a solution

For warranty claims, we may ask you to troubleshoot with our support team first to ensure the issue is not installation-related. We provide comprehensive technical support to help you get the most out of your purchase.

Warranty Exclusions

The warranty does not cover:

• Damage due to misuse, abuse, or accidents
• Damage from improper installation or modifications
• Normal wear and tear
• Damage caused by use with incompatible equipment

Exchanges

We do not offer direct exchanges. If you need a different product or variant:

1. Return your original item following the standard return process
2. Place a new order for the item you prefer

This approach ensures you receive your new product as quickly as possible, as we can ship your new order immediately rather than waiting for the return to arrive.

Refund Details

Restocking Fees

Returns within 14 days of delivery: no restocking fee applies (EU consumer right). Returns between days 15-30 after delivery: a €5 restocking fee will be deducted from your refund to cover inspection, testing, and repackaging costs.

No restocking fee for:

• Defective or damaged products
• Items we shipped incorrectly
• Warranty replacements

Processing Time

Refunds are processed immediately upon receipt and inspection of your returned item. However, the time it takes for the refund to appear in your account depends on your bank or payment provider.

Refund Method

All refunds are issued to your original payment method. We do not offer refunds via alternative payment methods or store credit unless specifically requested.

Refund Deductions

Please note:

• Original shipping costs are non-refundable
• Return shipping costs are your responsibility (deducted from refund if we arrange return shipping)
• If you received free shipping on your original order, the actual shipping cost will be deducted from your refund

Late or Missing Refunds

If you haven’t received your refund within 10 business days after we’ve confirmed processing:

1. Check your bank account or payment method again
2. Contact your credit card company or payment provider – processing times vary by institution
3. Contact your bank – there may be additional processing time before a refund is posted
4. If you’ve completed these steps and still haven’t received your refund, contact us at shop@alien-mods.com

Chargeback Policy

Alien Mods takes payment disputes seriously. We are committed to resolving any legitimate issues quickly and fairly.

Contact Us First

Our Dispute Resolution Process

When you contact us about an issue, we will:

• Respond within 24 hours during business days
• Investigate the issue thoroughly
• Provide tracking information and delivery confirmation
• Work with carriers on your behalf for lost or delayed packages
• Offer refunds, replacements, or other fair solutions

Valid Reasons to Contact Your Bank

You should contact your bank or credit card company if:

• You notice an unauthorized transaction you did not make
• You were charged an incorrect amount
• After contacting us at shop@alien-mods.com and allowing reasonable time for resolution, we did not resolve your legitimate concern

Chargeback Fraud

Filing a chargeback for items that were delivered, received, or used constitutes payment fraud. We maintain detailed records including:

• Proof of delivery with tracking confirmation and timestamps
• Email correspondence and support tickets
• Order details, IP addresses, and device information
• Shipping carrier delivery confirmations and signatures
• Photographic proof of delivery (when available from carrier)

Consequences of Fraudulent Chargebacks

• We will dispute all illegitimate chargebacks with full documentation
• Your account will be permanently banned from future purchases
• We reserve the right to pursue legal action for fraudulent chargebacks
• We may report fraudulent activity to relevant authorities and credit bureaus
• You may be held liable for chargeback fees, legal costs, and the value of goods received

We Want to Help

Our customer support team is here to assist you. We respond to inquiries within 24 hours during business days and are committed to finding fair solutions to any problems. Communication is always better than disputes.

If you’re not satisfied with how we’ve handled your issue, please ask to escalate to a manager before considering a chargeback.

Contact Information

Policy Updates

We may update this Refund and Returns Policy from time to time to reflect changes in our practices or for legal and regulatory reasons. When we make changes, we will update the “Last updated” date at the top of this policy.

Significant changes will be communicated to customers via email. Continued use of our services after policy updates constitutes acceptance of the revised terms.

Governing Law

This policy is governed by the laws of Romania and the European Union. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the Romanian courts.

As an EU-based business, we comply with:

• EU Consumer Rights Directive (2011/83/EU)
• General Data Protection Regulation (GDPR)
• Romanian consumer protection laws

Alien Mods – Mods from another planet
alien-mods.com | shop@alien-mods.com
Str Tepes Voda 99, 021523, Sector 2, Bucharest, Romania