Refund policy
Last updated: April 2026
Alien Mood is a trade name of thedawn, registered in the Netherlands (KVK: 92595944).
Your Right to Return
European Union customers: Under EU consumer law, you have the right to cancel your order within 14 calendar days of receiving your product, without giving a reason. The cooling-off period starts the day after delivery.
United Kingdom customers: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your product, without giving a reason. The cooling-off period starts the day after delivery.
United States & Canada customers: All sales are final. We do not offer returns or refunds for change of mind. Please check sizing and product details carefully before ordering. If your item arrives defective or incorrect, see the Defective or Incorrect Items section below.
To start a return (EU & UK only), email us at [your email] with your order number. You may also request the standard withdrawal form. After notifying us, you have 14 days to ship the item back.
Return Conditions (EU & UK Only)
To be eligible for a full refund, items must be unused, unwashed, and in original condition. You may inspect the product as you would in a physical store (try it on, check the fit, look at the print), but items that show signs of wear, washing, stains, or damage beyond reasonable inspection will be subject to a deduction in refund value.
Mugs must be unused and in original packaging.
Return Shipping (EU & UK Only)
Return shipping costs are the responsibility of the customer.
EU customers: Products are fulfilled domestically, so you'll be returning to an address within your country or region.
UK customers: Returns must be sent to our address in the Netherlands. Please be aware that international return shipping costs apply.
We recommend using a tracked shipping method in both cases. You are responsible for the item until it arrives at our return address.
Return address details will be provided when you initiate your return.
Refunds (EU & UK Only)
Once we receive and inspect your return, we'll process your refund within 14 days. You'll be refunded the product price plus the standard shipping cost you paid on your original order. If you chose upgraded or express shipping at checkout, we'll refund the standard shipping rate only.
Refunds are issued to your original payment method. Depending on your bank or payment provider, it may take an additional 5–10 business days to appear.
Defective or Incorrect Items (All Customers)
Received something damaged, defective, or not what you ordered? That's on us — no matter where you live.
Contact us at contact@alienmood.co within 30 days of delivery with a photo of the issue and your order number. You do not need to return the item. We'll send a free replacement or issue a full refund — your choice.
EU customers: You are additionally entitled to statutory conformity rights. If a defect appears within one year of delivery, it is presumed the product was faulty at the time of delivery unless we can demonstrate otherwise.
UK customers: Under the Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item for a full refund. After 30 days and within 6 months, you are entitled to a repair or replacement first. If the issue persists, you're entitled to a refund.
Non-Returnable Items
The following cannot be returned or refunded under any circumstances: custom or personalized orders, items that have been washed, worn extensively, or altered, and gift cards.
Exchanges
We don't do direct exchanges. EU and UK customers can return the original for a refund and place a new order. US and Canada customers — since all sales are final, please double-check sizing before ordering. Our size guide is available on every product page.
Contact
Questions? Reach out and we'll sort it.
Email: contact@alienmood.co Response time: Within 48 hours (Earth hours, not alien hours)