Refund policy
Return & Refund Policy
1. Money Back Guarantee for Damaged or Incomplete Orders
If your order arrives damaged during shipping or is incomplete, please contact our Customer Support team as soon as possible.
After reviewing your case, we will either:
- Send you a replacement at no additional cost, or
- Issue a full refund of the purchase price.
We may request photos of the damaged item or ask you to return the product before processing your claim.
2. Non Returnable Items
For hygiene and consumer safety reasons, the following items cannot be returned unless they arrive damaged or defective:
- Tight fitting clothing
- Underwear
- Opened beauty and cosmetic products, including creams and oils
Products purchased at a discounted or promotional price are also not eligible for return.
3. Return Process
To request a return, please contact us at support@alurela.store and include:
- Your order number
- A brief description of the issue
Our Customer Support team will guide you through the return process.
Returns sent without prior authorization will not be accepted.
4. Refused Deliveries
If a shipment is refused without first contacting our Customer Support team, we reserve the right to issue only a partial refund.
Any return shipping costs, handling fees, customs charges, or other expenses incurred as a result of the refused delivery may be deducted from the refund amount.
Important Information About Our Products & Return Policy
We are committed to providing high quality products that meet your expectations. Every product is carefully inspected, securely packaged, and intended for personal use.
To ensure every customer receives new, unused products in perfect condition, certain items cannot be returned due to hygiene and health protection reasons.
Please review the return conditions below before requesting a return.
Return Policy
Eligible Returns
We accept returns only for products that meet all of the following conditions:
- The item is eligible for return under this policy.
- The product is unused and in its original condition.
- The item is returned in its original packaging whenever reasonably possible.
- The return has been authorized by our Customer Support team before being shipped back.
Products that have been opened, used, tested, or are no longer in resalable condition are not eligible for return unless they arrived damaged or defective.
Products That Cannot Be Returned
For hygiene and consumer safety reasons, we cannot accept returns for:
- Opened cosmetic products, creams, oils, or other personal care products.
- Personalized or custom made products.
- Products that cannot be resold due to their nature.
- Products that have been used, tested, or are no longer in their original condition.
- Sale or clearance items.
These policies help ensure that every customer receives only brand new, unused products.
How to Request a Return
To request an authorized return, please contact:
Nexus Global Commerce Ltd.
71 to 75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom
Email: support@alurela.store
Phone: +1 249-402-8285
Please include your order number and a clear explanation of the reason for your request.
Our Customer Support team will review your request and provide return instructions if your return is approved.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 14 business days.
Original shipping charges are non-refundable unless the return is due to our error, a defective product, or an item damaged during transit.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The wrong product was delivered.
- The product arrived damaged.
- The product is defective.
If a refund is issued because of our error, we will also reimburse reasonable return shipping costs where applicable.