Refund policy

Damages and issues

Please inspect your order upon reception and contact us at info@aluzera.com immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Order Cancellations

If you wish to cancel your order, please contact us at info@aluzera.com as soon as possible.

Once your order has been shipped, we are unable to cancel or stop the shipment. If your order has already been shipped, you will need to wait until you receive it and then request a return in accordance with our return policy.

Returns

You have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Items that have been used or opened beyond what is reasonably necessary to inspect them may not be eligible for a full refund.

To start a return, please contact us at info@aluzera.com. Items sent back to us without first requesting a return may not be accepted.

Return shipping costs are the responsibility of the customer, unless the product is faulty, damaged, or incorrect.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as custom or personalised products and products that cannot be returned for hygiene or health protection reasons once their seal has been broken.

Please contact us at info@aluzera.com if you have questions about whether your specific item can be returned.

Your statutory rights regarding faulty, damaged or incorrectly supplied products are not affected.

Exchanges

The fastest way to get the item you want is to return the item you have. Once your return has been accepted, you can make a separate purchase for the new item.

UK 14-day cooling-off period

If your order is being delivered to the United Kingdom, you generally have the right to cancel an eligible online order within 14 days of receiving it, without giving a reason.

Our 30-day return policy gives you additional time to request a return, subject to the conditions stated above.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember that it can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@aluzera.com.

Aluzera
info@aluzera.com