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Alurea Skincare

ALURÉA Return & Refund Policy

Timeless Glow, Effortless You.
Operated by Aluna Skin Sdn Bhd

1. Our Commitment

At ALURÉA, we want you to feel confident in every purchase. If something isn’t right with your order, we’re here to help — please read below for how returns, exchanges, and refunds work.

2. Eligibility for Returns

Due to the hygiene-sensitive nature of skincare products, we can only accept returns for the following situations:
  • Damaged or defective items — product arrived broken, leaking, or with a manufacturing fault
  • Incorrect item received — you received a different product or size than what you ordered
  • Missing item — an item from your order was not included in the parcel
We are unable to accept returns or exchanges for:
– Change of mind
– Opened, used, or partially used products (for hygiene and safety reasons)
– Products without original packaging, box, or seal
– Items purchased on promotion, bundle, or clearance, unless defective

3. Time Frame

Please contact us within 3 days of receiving your parcel to report a damaged, defective, incorrect, or missing item. Claims made after this period may not be eligible.

4. How to Request a Return or Refund

  1. Message us on WhatsApp Business with your order number
  2. Include clear photos/videos of the product, packaging, and shipping label
  3. Our team will review and confirm eligibility within 1–2 business days
  4. If approved, we’ll provide instructions for the next steps (return shipping, replacement, or refund)

5. Refund Method & Timing

– Approved refunds are issued to the original payment method
– Refunds are processed within 5–7 business days after approval
– Return shipping costs are covered by ALURÉA only when the return is due to our error (damaged, incorrect, or missing item)

6. Exchanges

Exchanges are available for incorrect item or damaged/defective item claims, subject to stock availability. If your preferred replacement is out of stock, a refund will be offered instead.

7. Contact Us

WhatsApp Business: +6019-3021353
Email: admin@alunaskin.co
Business hours: Mon-Fri, 9am-5pm