Refund Policy
Refund Policy
Return Requirements
You have the right to request a return within 14 calendar days of receiving your order.
To exercise your right of withdrawal, you must clearly inform us, within this period, that you wish to return your order or part of it.
The item may only have been inspected or tried on to the extent that would also be possible in a physical store.
Where possible, the item should be returned with all original tags attached and in its original packaging.
We also require the receipt, order number, or other suitable proof of purchase.
How to Request a Return
To initiate a return, please contact us through the form on our "Contact Us" page, or by email at:
Once we have received your return request, we will send you a return label along with instructions on how and where to send the package.
Important: Items sent back without a prior return request, to a return address not confirmed by us, may not be properly matched or processed.
Please send returns only to the address provided by our customer service. The sender address shown on the original package is not necessarily the valid return address.
Return Shipping Costs
For a proper return made within the applicable return period, we will provide you with the necessary return information and the designated return label.
If an item has been used or damaged by the customer beyond what is necessary to inspect its nature, characteristics, and functioning, we may deduct a reasonable amount from the refund for the resulting loss of value.
Additional, verifiable costs directly resulting from improper use, damage caused by the customer, or an improperly performed return may be charged to the customer or deducted from the refund, to a reasonable extent.
Incorrect or Incomplete Delivery Address
The customer is responsible for providing a complete and correct delivery address when placing the order.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, any resulting additional costs for redelivery or reshipment may be charged to the customer.
Reshipment can take place once the correct delivery address has been confirmed and any additional shipping costs, if applicable, have been paid.
This does not apply if the address or delivery error was caused by Allura Outlet, a service provider engaged by us, or the shipping company.
Damages, Defects, and Incorrectly Delivered Items
Please inspect your order as soon as possible after receiving it.
If an item arrives defective or damaged, or if you received the wrong item, please contact us immediately at:
Please provide your order number and, where possible, include clear photos or other suitable evidence so we can review the issue and offer an appropriate solution.
If a confirmed product defect, transport damage, or incorrect delivery is confirmed, you will not incur any additional costs for the required return.
Your statutory warranty rights are not affected by this policy.
Items Excluded from the Right of Withdrawal
The statutory right of withdrawal may be excluded for certain goods. This may include, in particular:
- goods that are liable to spoil quickly or whose expiration date would soon be exceeded;
- goods made to customer specifications or clearly personalized;
- sealed goods not suitable for return for health or hygiene reasons, if their seal was removed after delivery;
- goods that, by their nature, have been inseparably mixed with other items after delivery;
- other goods or services for which the right of withdrawal is excluded under applicable law.
Please contact us if you have any questions about whether a specific item can be returned.
Discounted Items
Discounted items may generally be returned within the applicable return period, provided no legal exception applies and the other requirements of this policy are met.
Exchanges
The fastest way to receive the item you want is to return the item you already have and then place a new, separate order.
A direct exchange may not always be possible, depending on stock availability and the circumstances of the order.
Refunds
We will notify you once we have received and inspected your return. We will then inform you of the status of your refund.
Any refund due will generally be processed within 14 days of the day on which we were informed of your withdrawal.
However, we may withhold the refund until we have received the returned goods, or until you have provided suitable proof of return, whichever occurs first.
Refunds are generally issued using the original payment method, unless otherwise expressly agreed.
In the case of a full withdrawal, we will also refund the cost of the cheapest standard delivery option we offer. Additional costs for a more expensive shipping method chosen by the customer will not be refunded.
If the returned item has lost value due to handling beyond what was necessary for inspection, a reasonable amount may be deducted from the refund.
Please note that your bank, credit card provider, or payment service provider may require additional time to process the refund and credit it to your account.
Contact
If you have any questions about returns, refunds, or damaged items, please contact us through the contact form on our website or by email at:
Email: support@alluraprime.com