General Policy
We stand behind our products and are committed to your full satisfaction. You may initiate a return within 14 days of delivery. You generally have 30 days from delivery to ship items back for a refund or exchange, provided they are unused and in their original unopened packaging.
All eligible returns are subject to a 15% restocking fee.
Special Note on Whisper Urine Collection System (Pump):
- Unopened units: Eligible for return within 30 days (subject to the 15% restocking fee).
- Used or opened units: May be returned for inspection. If a manufacturer defect is confirmed, it will be handled under the Limited Warranty with no restocking fee. Opened or used pumps outside of warranty terms are generally not eligible for refund or buy-back.
Accessories (e.g., UniSUC Starter Package components, canisters, tubing) follow the standard unused and unopened return policy and are subject to the 15% restocking fee.
Shipping: Return shipping is at your expense. Original shipping fees are non-refundable.
Processing: Refunds are issued to the original payment method within 10 business days after we receive and inspect the returned item(s). The 15% restocking fee will be deducted from the refund.
Order Cancellation
Orders are processed immediately upon placement. We are generally unable to make changes or cancellations once processing or shipping has begun.
If you need to cancel or modify your order, please contact us within 30 minutes of placing the order. We will do our best to accommodate your request.
Product Quality, Defects, and Warranty
- Short-term quality issues (within 2 weeks of receipt): Contact us immediately for potential replacement of defective items.
- Full Limited Warranty Coverage:
– UniSUC Frame: 1 year against defects in materials and workmanship.
– UniSUC Whisper Fluid Collection System: 3 years (original purchaser only).
For complete warranty terms, coverage options (repair/replace/refund), free shipping on warranty claims, what is not covered, and the claims process, please see our Warranty Information page.
Eligible SKUs for initial quality/replacement requests (in addition to full warranty)
- Starter Pack (SKU: ALPP-US-22K1LH-1, SKU: ALPP-US-22HK2-1)
- Frames (SKU: ALPP-US-22F2-4, SKU: ALPP-US-22F1LH-1, ALPP-US-22F1RH-1)
- Liners Only (SKU: ALPP-US-22L1-20, SKU: ALPP-US-22L1-30, SKU: ALPP-US-22L1-50)
- Whisper Urine Collection System (SKU: ALPP-US-25WSP1SR-1, SKU: ALPP-US-25WSP1SL-1, SKU: ALPP-US-25WSP1-1, ALPP-US-25WSP1DP-1)
Disclaimer of Warranties and Limitation of Liability
THE ALPEP LLC WEBSITE AND ALL PRODUCTS SOLD ON OUR WEBSITE ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
Exception: Notwithstanding the foregoing, the UniSUC Frame and UniSUC Whisper Fluid Collection System come with the limited warranties described on our Warranty Information page.
Contact Information
If you have any questions regarding these policies, please contact us:
Email: support@alpepllc.com
Toll Free 877-709-0536