Refund policy

Return, Refund and Warranty Policy - Alona.com.au

 

Warranty Policy

All products sold by Alona come with a 12-month (1 year) warranty from the date of purchase.

This warranty covers manufacturing defects and faults under normal use. If a product is found to be defective within the warranty period, we will, at our discretion, repair, replace, or refund the item.

Warranty Conditions:

  • The product must be used in accordance with its intended purpose.
  • Proof of purchase is required.
  • The warranty does not cover damage caused by misuse, accidental damage, normal wear and tear, or unauthorized modifications.

For warranty claims, please contact our support team with your order details and a description (and photos if applicable) of the issue.

 

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.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 


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.

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.

Refund Processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 

  • If approved, you’ll be automatically refunded and 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).

European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.