Chargeback Policy

At Alzen, we are committed to providing excellent customer service and resolving any issues you may have with your order. Before initiating a chargeback with your bank or credit card company, we strongly encourage you to contact us directly so we can work together to find a solution.

A chargeback is a reversal of a credit card transaction initiated by the cardholder through their bank or credit card issuer. Chargebacks are typically filed when a customer disputes a charge on their statement due to:

• Unauthorized or fraudulent transactions
• Non-receipt of goods or services
• Goods or services not as described
• Billing errors or duplicate charges

We take chargebacks seriously and have established the following policy:

• Contact Us First: We request that you reach out to our customer service team before filing a chargeback. Most issues can be resolved quickly through direct communication.
• Documentation: We maintain detailed records of all transactions, communications, and shipments to respond to chargeback claims.
• Fair Resolution: We are committed to working with you to find a fair solution, whether that's a refund, replacement, or other remedy.
• Dispute Response: If a chargeback is filed, we will provide all necessary documentation to your bank to contest invalid claims.

Filing a chargeback may result in the following:

• Account Suspension: Your account may be suspended or closed if a chargeback is filed without first attempting to resolve the issue with us.
• Legal Action: Fraudulent chargebacks may result in legal action and reporting to relevant authorities.
• Blacklisting: Customers who file invalid chargebacks may be prohibited from making future purchases.
• Fees: You may be responsible for chargeback fees and costs if the dispute is found to be invalid.

If you have a concern about your order, please follow these steps:

1. Contact Customer Service: Email us or use our contact form with your order number and details of the issue.
2. Allow Time for Response: We typically respond within 24-48 hours and will work to resolve your issue promptly.
3. Provide Information: Share any relevant photos, tracking information, or other documentation to help us investigate.
4. Work Together: We will propose a solution, which may include a refund, replacement, or other resolution.

To help prevent chargebacks and ensure a smooth transaction:

• Review your order carefully before completing your purchase
• Keep your order confirmation and tracking information
• Check your spam folder for order updates and shipping notifications
• Contact us immediately if you notice any issues with your order
• Verify your billing and shipping addresses are correct
• Review our return and refund policy before making a purchase