Refund policy
This policy explains your rights and options when returning a product purchased from Alpine's Belgian webshop. It covers our 100-Day Satisfaction Guarantee, your statutory right of withdrawal, your rights for defective goods, and how our online returns portal works, including the Checkout+ option.
Overview of Our Return Policy Information
| Aspect | Details |
|---|---|
| Return Window | 100 days from delivery (satisfaction guarantee) · 14 days statutory right of withdrawal |
| Return Portal | Self-service online return portal. Link in website footer. No label printing required. |
| Return Label | After approval of your return, a QR code return label is issued. Valid for 28 days from issue date. |
| Without Checkout+ | Flat return fee deducted from refund (amount shown in portal before confirming). Price shown inclusive of 21% Belgian VAT. |
| With Checkout+ | No return fee deducted. Must be purchased at time of original order. |
| Defective / Wrong Item | Always covered by Alpine. No return fee, no Checkout+ required. |
| Refund Timeline | Within 14 days of receiving your returned item. |
| Customer Service | support@alpinehearingprotection.com |
1. How Returns Work
All returns are submitted through our self-service return portal, accessible via the link in the footer of our website.
The Return Process
| Step | What Happens |
|---|---|
| 1. Submit Request | Visit the return portal. Select the item(s) to return and choose your reason. |
| 2. Approval | Once approved, you'll receive a prepaid return label (QR code or barcode) by email. |
| 3. Pack & Drop Off | Pack your item securely and take it to a participating parcel point. Show your QR code or barcode. |
| 4. Label Validity | Your label is valid for 28 days from the date issued. Expired labels cannot be reactivated. |
| 5. Refund Processed | Once we receive and inspect your return, your refund is processed within 14 days via your original payment method. |
Important: The 28-day label validity period runs from the date the label is issued, not from when you submit your return request.
Need Help? If you have trouble accessing the portal, contact us at support@alpinehearingprotection.com.
2. Return Fees
Without Checkout+
A flat return fee applies to satisfaction guarantee returns under our 100-Day Satisfaction Guarantee (see Section 3). This fee is deducted from your refund. The exact amount is shown in the portal before you confirm. Price shown inclusive of 21% Belgian VAT.
With Checkout+
Checkout+ (EUR [amount] incl. 21% VAT) is an optional add-on available at purchase. If you've purchased Checkout+, no return fee is deducted for eligible satisfaction guarantee returns.
Important: Checkout+ can only be added at the time of your original purchase and cannot be purchased after checkout.
When No Return Fee Applies
No return fee is charged for:
- Defective items
- Items incorrectly sent by Alpine
- Statutory withdrawal returns (within 14 days of delivery)
3. 100-Day Satisfaction Guarantee
If a product does not meet your expectations due to fit, comfort, sizing, or insufficient noise attenuation, you may return it within 100 days of delivery under our Satisfaction Guarantee.
We encourage you to use the product for at least 10 days first to ensure a proper fit and give it a fair trial.
What's NOT Covered
Returns due to ordering the wrong colour, style, or variant are not eligible for the satisfaction guarantee. See Section 7 for information on incorrectly ordered items.
4. Fair Use Policy
The 100-Day Satisfaction Guarantee is a voluntary commercial benefit offered to individual consumers. To keep it fair and sustainable for everyone, the following conditions apply.
Eligibility Conditions
Your satisfaction guarantee return must meet all of the following:
- First purchase of that product type per customer. The guarantee applies once per product type, even if the first purchase was a gift and the second was for personal use. This means you can return the first purchase of each distinct product type only once.
- Single item only. The guarantee does not apply to bulk or multi-item orders of the same product type.
- Qualifying reason. Your return must be due to dissatisfaction with comfort, fit, sizing, or noise attenuation. Returns for wrong colour, style, or variant are not covered.
Alpine's Right to Decline
Alpine reserves the right to:
- Decline a claim where your purchase history indicates a pattern consistent with misuse, such as repeated return requests for the same or equivalent product type across multiple orders. Any such decision is applied case-by-case with documented reasoning.
- Exclude your future purchases from the 100-Day Satisfaction Guarantee in cases of demonstrated misuse.
Important Legal Notice
This Fair Use Policy applies exclusively to the voluntary 100-Day Satisfaction Guarantee. It does not affect, limit, or override your statutory rights under applicable consumer law, including the statutory right of withdrawal and the legal guarantee of conformity.
5. Statutory Right of Withdrawal – 14 Days
Under EU consumer law as implemented in Belgium (Code de droit économique / Wetboek van economisch recht), you have the right to withdraw from your purchase within 14 days of delivery without giving any reason.
How to Exercise Your Withdrawal Right
- Submit your request through the return portal within 14 days of receiving your item
- Return the item within 14 days of your withdrawal notification
- Handle the product with care and return all accessories and original packaging
Your refund will be processed within 14 days of Alpine receiving your returned item. No return fee applies.
Hygiene Seal Exception
Alpine has chosen not to apply the hygiene seal exception under Belgian law. This means you may return opened products within 100 days under our Satisfaction Guarantee (subject to the fair use conditions in Section 4).
6. Defective or Incorrect Items – Legal Guarantee
If your product is faulty or not as described, you have rights under the EU legal guarantee of conformity as implemented in Belgian law.
Your Rights by Timeframe
| Timeframe | Your Right | How to Claim |
|---|---|---|
| Within 14 days of delivery | Full refund | Use the return portal. No fee. |
| 14 days to 6 months | Repair or replacement first; refund if that fails | Use the return portal. No fee. |
| 6 months to 2 years | Same as above; you may need to show the fault existed at delivery | Contact support with evidence. |
All return costs for defective or incorrect items are covered by Alpine. You will not be charged any fee.
7. Incorrectly Ordered Items
If you ordered the wrong product, size, colour, or variant, returns are accepted. However:
- The flat return fee applies to your refund
- Your refund covers the product price only
- Outbound shipping costs are non-refundable
8. 2-Year Legal Guarantee of Conformity
All Alpine products are covered by a 2-year legal guarantee of conformity from the date of delivery. This guarantee covers manufacturing defects and faults that existed at the time of delivery.
Normal wear and tear is not covered under the legal guarantee.
9. Normal Wear and Tear
Most Alpine products are designed for regular or intensive use and are made from materials that naturally wear over time. Normal wear and tear is not considered a defect under the legal guarantee.
Typical Lifespans (Regular Use)
These are indicative lifespans to help you plan product replacement:
- Non-custom earplugs: approximately 3 to 6 months (material may tear, expand, or hygiene can no longer be guaranteed)
- Earmuffs: approximately 9 to 12 months (ear cushions, headband padding, or sizing brackets may wear out)
Important: These lifespans do not affect or shorten your 2-year legal guarantee for manufacturing defects that existed at delivery.
Factors Affecting Product Lifespan
How long a product lasts depends on:
- Frequency and duration of use
- Exposure to sweat, dirt, moisture, or heat
- Cleaning and storage habits
10. Refunds
Once processed, refunds are issued within 14 days of Alpine receiving your returned item via your original payment method.
Refund Amounts by Return Type
| Return Type | Refund Amount |
|---|---|
| Defective or incorrect item | Full refund, no deductions |
| Statutory withdrawal (14 days) | Full refund, no deductions |
| Satisfaction guarantee (no Checkout+) | Product price minus flat return fee |
| Satisfaction guarantee (with Checkout+) | Full product price, no deduction |
| Incorrectly ordered item | Product price only; outbound shipping non-refundable |
11. Personal Data and Warranty Claims
If you have previously requested deletion of your personal data, we will retain your order number, product type, and delivery date for the duration of the applicable guarantee period. This minimal data retention protects your ability to make a warranty or guarantee claim.
If you requested deletion of all data including this minimal order record, you may need to provide alternative proof of purchase, such as a bank statement or original order confirmation, to support a claim.
12. Custom-Made Products (Fit Guarantee)
If custom-made earplugs ordered from Alpine do not meet your expectations, you may return them within three months under our fit guarantee (pasvormgarantie).
How to Return Custom Products
Please return them as a letterbox parcel to:
Alpine Nederland B.V.
Attn: Niet Goed, Geld Terug
Europalaan 40
3526 KS Utrecht
Netherlands
Important: Return shipping costs are at your own expense. These custom products are not covered by the self-service return portal.
If you ordered through Hans Anders: Contact Hans Anders directly. They hold your order details and can assist you with returns.
13. Purchases Made Outside the Alpine Webshop
This return policy applies exclusively to purchases made directly through the Alpine Belgian webshop.
Physical Retailers, Pharmacies & Stores
If you purchased an Alpine product from a physical store, pharmacy, or retailer, that seller is your point of contact for returns and refunds. Alpine is not the seller in these transactions.
If your product is defective within the legal warranty period, you may contact us at support@alpinehearingprotection.com.
Marketplace Purchases (e.g., Amazon)
If you purchased an Alpine product through a marketplace (such as Amazon), the return and refund conditions of that platform or seller apply.
Exception: If you purchased directly from an official Alpine storefront on a marketplace, contact us at support@alpinehearingprotection.com.
Festival and Event Purchases
Alpine sometimes sells products directly at festivals and events. In these cases, Alpine is the seller and the full 2-year legal guarantee of conformity applies from the date of purchase.
Conditions for Festival/Event Purchases
- Proof of purchase (receipt) is required for any warranty or defect claim
- The 14-day statutory right of withdrawal does not apply to on-premises sales where you could examine the product before buying
- The 100-Day Satisfaction Guarantee does not apply to festival and event purchases
- For defect or warranty claims, contact us at support@alpinehearingprotection.com with your receipt and a description of the issue
Returns for festival purchases are not available through the Loop Returns portal. All claims are handled manually via email.
14. Safety Concerns and Medical Issues
Regardless of where you purchased your Alpine product, if you have experienced a safety issue, a product malfunction, or required medical attention in connection with using an Alpine product, please contact us directly:
Email: support@alpinehearingprotection.com
We take product safety and customer wellbeing seriously. Alpine is committed to the safety compliance of all its products and will investigate any reported safety concern promptly. In serious cases, incidents may need to be reported to the relevant national market surveillance authority.
Your safety matters to us. Please do not hesitate to reach out regardless of where you bought the product or how long ago. Product safety concerns are handled separately from commercial return conditions.
15. Dispute Resolution
If we are unable to resolve a complaint to your satisfaction, you may refer your case to:
| Service | Contact |
|---|---|
| Consumer Mediation Service | consumerombudsman.be |
| APD / GBA (data protection issues) | autoriteprotectiondonnees.be / gegevensbeschermingsautoriteit.be |
| EU Online Dispute Resolution | ec.europa.eu/odr |
16. Contact Us
- Return Portal: Link in website footer
- Email: support@alpinehearingprotection.com
-
Postal Address:
Alpine Nederland B.V.
Europalaan 40
3526 KS Utrecht
Netherlands