Refund policy

Last updated: November 4, 2026

We want you to be happy with your Aluréla order. If something isn't right, our customer service team is here to help.

14-day return window

You may request a return within 14 days of receiving your order. To be eligible, items must be unused, in their original condition and original packaging.

Damaged, defective or incomplete orders

If an item arrives damaged, defective or incomplete, please contact us within 14 days of delivery at info@alurela.com with your order number and a photo of the issue. After reviewing your request, we will offer a free replacement or a full refund of the item. In some cases we may ask you to return the item.

Non-returnable items

For health and hygiene reasons, the following items cannot be returned unless they arrive damaged or defective:

Opened or used beauty, cosmetic and skincare products, including creams, serums and oils
Underwear, intimate apparel and close-fitting garments
Personal care devices that have been used or unsealed
Items marked as final sale

How to start a return

Email info@alurela.com with your order number and the reason for your return.
Our team will reply with return instructions and the return address.
Ship the item back within 14 days of receiving our instructions.

Returns sent without prior authorization, or sent to an address other than the one we provide, cannot be accepted.

Return shipping costs

Return shipping costs are the customer's responsibility unless the item arrived damaged, defective or incorrect.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method, usually within 5–10 business days. Your bank or card issuer may need additional time to post the refund.

Refused deliveries

If a package is refused at delivery without first contacting our customer service team, we may only be able to offer a partial refund. Return shipping and handling costs may be deducted from the refund amount.

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