Refund and Cancellation Policy

Effective Date: 16.01.25

At Alexandra Wall “The Clothes Coach”, customer satisfaction is our top priority. This policy explains our approach to refunds, cancellations, and exchanges for products and services purchased through www.alexandra-wall.com or www.the-clothes-coach.com. By making a purchase, you agree to the terms outlined below.

1. Eligibility for Refunds

Refunds may be requested under the following circumstances:

a. Digital Products & Personalised Reports

  • Refunds are available only if the product was not delivered on time or is inaccessible after purchase.

  • We will not issue refunds for personalised reports or digital products already delivered, aside from in the above circumstances.

  • If for any reason you are unhappy with your digital product or personalised report, we will endeavour to correct any grievances you may have. For example, if you disagree with your selected colour season, we will work with you and request further photos in order to correct the issue.

  • We will not issue refunds because you disagree with your colour season or if another analyst types you differently, any time in the future.

b. Services

  • Refunds are available only for services not yet rendered and must comply with the cancellation timeframes outlined below.

c. Non-Refundable Items

The following are non-refundable:

  • Gift cards or vouchers

  • Customised or personalised products and colour analysis reports

  • Services that have already been rendered and delivered

2. Amendments & Cancellation Requests

To amend or cancel a service or booking:

  • Amendments: Bookings and consultations can be changed up to 4 working days before the scheduled date.

  • Cancellations - You can cancel your appointment up to 7 days before your scheduled date to qualify for a refund.

  • Cancellation requests should be submitted to alex@alexandra-wall.com or info@the-clothes-coach.com or using the link from Google Meet/Calendly.

3. How to Request a Refund

To request a refund, please provide:

  1. Your name and contact information

  2. Proof of purchase (order confirmation or receipt)

  3. Reason for the refund request

Submit your request to alex@alexandra-wall.com or info@the-clothes-coach.com.
We will review your request and respond within 3–7 business days.

4. Refund Processing

  • Approved refunds for credit or debit card payments will be processed to the original payment method.

  • For other payment methods, we will arrange an appropriate refund method.

  • Please allow up to 14 business days for the refunded amount to appear in your account.

5. Late or Missing Refunds

If you have not received a refund after approval:

  • Check with your bank or credit card provider, as processing times may vary.

  • If the issue persists, contact us at alex@alexandra-wall.com or info@the-clothes-coach.com.

6. Exchanges

  • We do not offer exchanges for services already rendered.

  • For digital products and personalised reports, please ensure you select the correct Colour Season, as exchanges are not permitted.

7. Amendments to This Policy

We reserve the right to update or modify this policy at any time. Any changes will be posted on this page, with the updated effective date. Continued use of the Site or purchase of services/products constitutes acceptance of the revised policy.

8. Contact Information

For questions or assistance with refunds, returns, or cancellations:

Email: alex@alexandra-wall.com / info@the-clothes-coach.com
Address: Cascais, Portugal 2750-704

© 2025 Alexandra Wall. All Rights Reserved.