Return policy

1. Money-back guarantee for damaged or incomplete delivery:
If a product is damaged during transport or arrives incomplete, you have the right to contact our customer service. After reviewing the case, we will offer you a replacement or a full refund. Please note that returning the damaged product may be necessary.

2. Exceptions to Returns
For hygiene reasons, some products are excluded from returns. This applies in particular to:

  • Tight-fitting clothing
  • underwear
  • Opened beauty and cosmetic products, creams and oils

These items cannot be returned unless they are damaged or faulty.

Discounted products are excluded from returns.

3. Returns Process
To initiate a return, please contact us at info@alurela.de with your order number and a brief description of the problem. Our customer service team will guide you through the rest of the process. Unauthorized returns without prior consultation will not be accepted.

4. Refusal of Shipments
If a shipment is refused by the customer without prior consultation with our customer service team, we reserve the right to issue only a partial refund. A full refund is not possible in such cases, as refusing acceptance does not comply with the established returns process. Any return shipping costs and processing fees may be deducted from the refund amount.


Important information about our products and return policy

We place great importance on offering you high-quality products that meet your needs. For this reason, we have established clear and fair policies to ensure that every customer receives flawless and unused products.

Our products are carefully inspected, securely packaged, and intended for individual use. Please note that some items are excluded from exchange or return due to their nature or for hygiene reasons.

All information about your rights and the procedure in case of a cancellation can be found below.


Right of withdrawal

  1. Right of withdrawal:
    You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

  2. Limitations and exclusions of the right of withdrawal:
    In order to guarantee fair conditions for all customers and to ensure the quality of our products, the right of withdrawal is excluded for the following goods:

    • Sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery (e.g. cosmetic products, creams, oils).
    • Custom-made, personalized, or specially tailored goods designed to meet your needs.
    • Products that, due to their nature, are not suitable for return or can spoil quickly.
    • Products that have already been used or tested, as they can no longer be resold.

This policy is intended to ensure that all customers receive only high-quality and unused products.

  1. Cancellation Policy To exercise your right of cancellation, please contact us (Nexus Global Commerce Ltd., 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
    , United Kingdom, email: info@alurela.de ) with a clear statement (e.g., by email). You may use the attached model cancellation form, but this is not obligatory .

  2. Consequences of cancellation:
    In the event of a valid cancellation, we will refund the purchase price and standard shipping costs immediately, but no later than 14 days after receiving your cancellation notice. This is conditional upon the product being returned unused and in its original packaging, unless it is a product for which the right of cancellation is excluded.

For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise.

  1. Return shipping costs:
    You bear the costs for the return shipping yourself, unless the delivered goods are faulty or damaged.