Refund policy


A few things to know upfront:

  • Returns aren't required for products shipped from Chinese suppliers, as return shipping costs are prohibitively high, same as shipping the item back to my residential country South Africa. Customers keep the item and Alura Luxe issues a refund or replacement.

  • Alura Luxe doesn't provide product warranties, but this policy covers defects, damage, and fulfilment errors.

  • Alura Luxe may also offer partial refunds to let the customer keep the item and get a 50% refund


Order credits


Refunds

Alura Luxe issues refunds only when we're at fault. Here's what qualifies:

 

Order refund policy

Refunds or replacements for physical product orders are available only when Alura Luxe is at fault (e.g., delivery failure, damaged product, missing or incorrect items) and must follow the conditions below:

 

a. Order delays

  • If an order shows no tracking information, remains pending or in transit, or expires beyond:

    • 60 days from the shipping date (global)

    • 45 days (U.S. orders)

    • 110 days (Brazil orders)
      Alura Luxe will, at its discretion, resend the product or issue a refund.

b. Delivered orders

  • Refunds/replacements will not be processed if tracking indicates the order was delivered.

  • If the package was not received, a non-delivery certification from the carrier/postal authority is required.

c. Damaged products

  • A full refund or replacement will be issued if items arrive damaged.

  • Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to aluraluxe.store.

    • Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on the item.

    • If the packaging is damaged but the product itself is intact and functioning, we can't process a refund. Refunds only apply when the product arrives damaged or broken.

d. Incorrect or missing products

  • A full refund or replacement will be issued for incorrect or missing items.

  • Requires photo or video evidence within the applicable timeframe.

    • Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

e. Order Cancellation

  • A full refund is available if the order is cancelled before processing or shipping.

  • Certain products (e.g., Print-on-Demand or preorder inventory) cannot be cancelled once payment is made.

f. Refund eligibility window

  • Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

  • Any order older than 90 days is automatically ineligible, regardless of the reason.

How does the refund process work for defective or wrong items?

Defective items

If you receive a defective product, follow these steps:

  1. Capture images and/or videos displaying the defect clearly (e.g., the product not working).

  2. Submit the evidence via the aluraluxe.store support portal.

  3. Upon verification of the defect, Alura Luxe will offer:

    • A refund to the original payment method.

    • A replacement product, if applicable.

  4. Returns are generally not required; customers may keep defective items.

Wrong items delivered or redelivered

When a wrong item or an incorrect redelivery is received, here are the steps:

  1. Provide an image of the received item and its original packaging.

  2. Indicate what part of the order was incorrect (e.g., SKU, color, or size).

  3. Submit this information through aluraluxe.store designated channels.

  4. If confirmed, Alura Luxe processes refunds within 5–10 business days to the original payment method.

What are the evidence requirements for a refund?

  • Refunds or replacements will only be issued if Alura Luxe is responsible for the issue.

  • All required evidence (photos, videos, certifications) must be provided to validate claims.

  • All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.

  • Alura Luxe initiates the refund within 24 hours of validation. Funds then take 5–10 business days to appear in your account, depending on your bank or payment provider.

How to submit a refund request

To submit a refund or replacement claim, you'll need to provide the following evidence through the aluraluxe.store support portal:

  • Photos or videos clearly showing the issue (defect, wrong item, damaged packaging where the product itself is affected)

  • Tracking details for the order in question

Special circumstances

In rare cases, Alura Luxe may issue a one-time courtesy refund outside of standard policy, for example, if an order is seized by customs. These exceptions require supporting documentation and are reviewed on a case-by-case basis. They are not guaranteed and do not set a precedent for future requests.

 

If your refund hasn't arrived

Alura Luxe initiates refunds within 24 hours of approval. If funds haven't appeared within 5–10 business days, follow these steps:

  1. Contact your bank or payment provider first. Delays are most often caused by the financial institution, not Alura Luxe.

  2. Contact Alura Luxe Support, the team can confirm whether the refund was issued and provide a reference number (ARN) you can use to trace it with your bank.