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Refund and Returns Policy

Refund and Exchange Policy

At Aluno The Brand, we take pride in offering quality products designed with care and attention to detail. We understand that sometimes, despite our best efforts, a purchase may not meet your expectations. To ensure your satisfaction, we offer an exchange-only policy with strict guidelines outlined below.

NO REFUNDS
Please note that we do not offer refunds for any purchases. Once a transaction has been completed, it is considered final. Instead, we provide exchanges under certain conditions as described below.

EXCHANGES

We are happy to offer an exchange if you are not fully satisfied with your purchase, provided that the following conditions are met:

1. Eligibility for Exchange

  • Items must be returned within 14 days of the delivery date.
  • Items must be in original condition, unworn, unwashed, and with all original tags and packaging intact.
  • Items that show signs of wear, have been altered, or are not in the same condition as when received will not be accepted for exchange.
  • Sale items and customized pieces (such as special occasion dresses tailored to individual specifications) are final sale and are not eligible for exchange.

2. Exchange Process

  • To initiate an exchange, please contact us at sales@alunothebrand.co.za with your order number, details of the item you wish to exchange, and the reason for the exchange.
  • Once your exchange request is approved, you will receive instructions on how and where to return the item.
  • The customer is responsible for return shipping costs, except in cases where the item was faulty or damaged upon arrival.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without tracking.

3. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us immediately at sales@alunothebrand.co.za with a description and photographic evidence of the issue.
  • We will assess the situation and, if deemed appropriate, offer an exchange for the same item or provide store credit to the value of the damaged item.
  • Exchanges for damaged items will be provided free of charge, and we will cover the return shipping costs for faulty or damaged items.

4. Non-Eligible Items for Exchange

  • Sale items: All items purchased on sale or during promotional events are final sale and cannot be exchanged.
  • Customized or Personalized Orders: Products that have been customized, altered, or made-to-order based on specific customer requirements cannot be returned or exchanged.

EXCHANGE OPTIONS Once your returned item has been inspected and accepted, you will have the following exchange options:

  1. Exchange for a Different Size or Color: If the item you purchased doesn’t fit or you want a different color, we will gladly exchange it for another available size or color of the same item.

  2. Exchange for Store Credit: If the desired item is no longer available in your size or color, we will issue you a store credit equal to the value of your purchase, which you can use for a future purchase. Store credit is valid for 12 months from the date of issuance.

IMPORTANT NOTES

  • Shipping Fees: Original shipping costs are non-refundable. When exchanging items, customers are responsible for the shipping fees associated with sending the item back to us, unless the exchange is due to a defect or error on our part.

  • Processing Time: Exchanges are processed within 5-10 business days after we receive the returned item. You will receive a confirmation email once your exchange has been processed.

  • International Orders: Customers outside South Africa are also responsible for return shipping fees, and we recommend selecting a tracked and insured shipping option to ensure your package arrives safely. Customs duties, taxes, and shipping fees are non-refundable.

QUESTIONS? If you have any questions or concerns regarding our Exchange Policy, please contact us at sales@alunothebrand.co.za, and our customer service team will be happy to assist you.

By making a purchase at Aluno The Brand, you agree to comply with the terms of this Refund and Exchange Policy. We are committed to providing the best possible service and ensuring you are satisfied with your shopping experience.