Return & Refund Policy

Return & Refund Policy - Alona.com.au

At Alona.com.au, we want you to love your purchase. We comply with the Australian Consumer Law (ACL), which means you are entitled to a replacement, repair, or refund in the case of faulty products or products that do not match their description.

 

Change of Mind Returns

  • We do not have to provide a refund or exchange if you simply change your mind.
  • However, we may offer a store credit or exchange at our discretion if the item is:
    • Returned within 14 days of purchase,
    • In its original, unused condition,
    • In its original packaging (where applicable).
  • Return postage for change of mind is the buyer’s responsibility.
  • A restocking fee of 10% will apply. 

 

Faulty or Damaged Products

You are entitled to a refund, repair, or replacement if an item is faulty, damaged, or significantly different from what was described.

  • Please contact us within 7 days of receiving your order with your order number and photos of the fault/damage.
  • We will cover the return shipping costs for faulty or damaged products.
  • Once assessed, we will arrange a replacement, repair, or full refund as required by law.

 

Incorrect or Missing Items

If you receive the wrong item, or something is missing from your order:

  • Contact us within 48 hours of delivery with your order number.
  • We will arrange for the correct item to be sent out at no additional cost.

 

How to Return an Item

  1. Email our customer service team at offers@alona.com.au with:
    • Your order number
    • Reason for the return
    • Photos/video (if applicable)
  2. We will provide you with return instructions.
  3. Once we receive and inspect the item, we will process your refund, replacement, or store credit.

 

Refund Processing

  • Refunds will be issued to your original payment method.
  • Please allow up to 10 business days for the funds to appear, depending on your bank/payment provider.

 

Consumer Guarantees

This policy is in addition to your rights under the Australian Consumer Law. For more information about your rights, visit the Australian Competition & Consumer Commission (ACCC).