Refund & Return Policy

Our Commitment to You

At Alunė, we are committed to providing premium products and a seamless shopping experience. We know that sometimes things don’t go as planned, and we want you to feel secure knowing that you can shop with confidence. Our Refund & Return Policy is designed to be fair, transparent, and customer-friendly, while protecting both you as a buyer and us as a brand.

Please read this policy carefully before completing your purchase, as it outlines your rights, obligations, and the steps to follow in case you wish to request a return, exchange, or refund.

 

 

Eligibility for Returns

To ensure a smooth return process, please make sure your item meets the following conditions:

  • Return period: You may request a return within 14 calendar days of receiving your order.

  • Condition of items:

    • Items must be unused, undamaged, and in their original packaging (including boxes, tags, protective covers, and accessories where applicable).

    • Any product returned with signs of use, wear, alteration, or damage not caused by transit or manufacturing defects will not be eligible for a refund.

  • Non-returnable products: For hygiene, safety, or regulatory reasons, certain items cannot be returned or refunded (e.g., cosmetics, personal care items, custom-made products, or sale/clearance items). These exceptions will always be clearly indicated on the product page.

 

 

Refund Process

Once your return is received at our facility:

  1. Inspection – Our team will inspect the returned product to ensure it meets the eligibility requirements.

  2. Notification – You’ll receive an email confirming whether your return has been approved or declined.

  3. Refund timeline – If approved, your refund will be issued back to your original payment method within 5–10 business days, depending on your bank or card issuer.

Important Notes:

  • Original shipping fees are non-refundable, unless the return is due to a defective, damaged, or incorrect item.

  • Refunds will not be processed to alternative payment methods or accounts other than the original one used at checkout.

 

 

Exchanges & Replacements

We understand that sometimes you may prefer a replacement over a refund. If your order arrives defective, damaged, or incorrect, please:

  1. Contact us within 24 hours of delivery at alune.coo@gmail.com

  2. Provide your order number and clear photos of the product and packaging.

  3. Once verified, we will:

    • Arrange a replacement item (if available), or

    • Issue a full refund for the affected item.

In cases where the product is out of stock, we will automatically issue a refund.

 

 

Return Shipping Costs

  • Customer responsibility: Unless your item arrived defective, damaged, or incorrect, you are responsible for covering the return shipping fees.

  • Recommended practice: We strongly suggest using a trackable and insured shipping method, as we cannot be held responsible for items lost or damaged in transit.

  • Defective or incorrect items: If the error is on our side, Alunė will cover all shipping costs related to the return or replacement.

 

 

How to Start a Return

To request a return, please follow these steps carefully:

  1. Email us at alune.coo@gmail.com with:

    • Your order number

    • The reason for your return

    • Photos of the product (if applicable)

  2. Our team will review your request and provide you with the return shipping address and instructions.

  3. Securely pack the item in its original packaging and ship it back using a trackable courier service.

  4. Once we receive and inspect the item, we’ll notify you and process your refund or replacement promptly.

 

 

Late or Missing Refunds

If you haven’t received your refund within the expected timeline, please:

  1. Re-check your bank or credit card account.

  2. Contact your card provider – sometimes refunds take additional time to be posted.

  3. If you’ve done both and still don’t see your refund, email us at alune.coo@gmail.com, and we’ll investigate immediately.

 

 

Cancellations

  • Orders may be cancelled before they are shipped by contacting us at alune.coo@gmail.com.

  • Once an order has been dispatched, it can no longer be cancelled but may still be returned under this policy.

 

 

Exceptions & Special Circumstances

  • Sale or discounted items may not be eligible for returns unless defective or damaged.

  • Gift cards, digital downloads, and personalized/custom items are strictly non-refundable.

  • Bundles or promotional offers: Items purchased as part of a bundle must be returned together. Partial returns will not be accepted unless otherwise agreed.

 

 

Our Right to Refuse Returns

Alunė reserves the right to decline a return or refund request if:

  • The item is returned outside the allowed timeframe.

  • The product shows signs of use, damage, or alteration not caused during transit.

  • The product is missing original packaging, accessories, or documentation.

 

 

Need Assistance?

We’re here to help. If you have questions regarding our Refund & Return Policy or need personalized assistance with your order, please contact us at:

📧 alune.coo@gmail.com

⏰ Customer Support Hours: Monday – Friday, 9 AM – 6 PM (local time)

 

 

Disclaimer

This Refund & Return Policy applies exclusively to purchases made through alunė.com. It is subject to change at any time without prior notice, in accordance with updates to our business practices and legal requirements. We encourage customers to review this page periodically for the latest version.