Refund policy

Refund, Resend & Returns Policy

At AlluraGo, customer satisfaction is important to us. We want every order to arrive safely and as expected. Please review our Refund, Resend, and Returns Policy below to understand how we handle order issues, damaged items, missing products, and returns.

1. Refund, Resend, or Return Eligibility

We may offer a refund, replacement, resend, or return solution in the following cases:

Order Delays

If your order has no valid tracking update or remains in transit for an unusually long period, please contact us for assistance.

For US orders, an order may qualify for review if it has not arrived within 45 days after shipment.

Please note that delivery delays may occur due to customs processing, local carrier delays, incorrect address information, or packages waiting for collection at the local post office.

Orders Not Received

If tracking shows that your order was delivered, we may not be able to issue a refund or resend unless the carrier confirms a delivery issue.

If you have not received your package, please contact your local post office or shipping carrier first. In some cases, we may request proof of non-delivery from the carrier before processing a refund or replacement.

Damaged Products

If your item arrives damaged, please contact us within 7 days of delivery and include clear photos or videos of the damage.

We may offer:

A full refund or replacement for items that arrive badly damaged.
A partial refund or replacement for minor damage that does not affect normal use.

Please note that damage to outer packaging alone may not qualify for a refund, as packaging can be affected during shipping.

Incorrect or Missing Products

If you receive the wrong item, wrong size, wrong color, or an order with missing parts, please contact us with photos of the item and packaging.

Depending on the issue, we may offer a refund, replacement, resend, or partial refund.

For size-related issues, please provide photos showing the item with clear measurements so we can review the case accurately.

Order Cancellations

Orders can only be canceled before they are processed or shipped.

Once an order has been processed, shipped, customized, or prepared for fulfillment, it may no longer be eligible for cancellation.

2. How to Request Help

To request a refund, resend, replacement, or return, please contact us at:

support@allurago.com

Please include the following information:

Your order number
Your full name
A short explanation of the issue
Clear photos or videos, if the item is damaged, incorrect, or missing parts
Any communication or proof from the shipping carrier, if available

Providing complete information helps us resolve your request faster.

3. Return Policy

Returns must be approved by AlluraGo before the item is sent back.

Unauthorized returns may not be accepted or refunded.

If your return is approved, we will provide instructions on where and how to send the item. Items should be returned within 30 days of delivery when applicable.

Returned items must be unused, in their original condition, and include all original packaging and accessories when possible.

Customers may be responsible for return shipping costs unless the return is due to our mistake, such as sending the wrong item or a defective product.

4. Non-Refundable Situations

Refunds or replacements may not be provided in the following cases:

The customer changes their mind after the order has shipped.
The wrong shipping address was provided at checkout.
The package was marked as delivered by the carrier.
The item was damaged due to misuse, improper handling, or normal wear.
The item does not match personal preference but has no quality issue.
The customer ordered the wrong item, size, color, or variant.
The return was sent without approval.
Delays were caused by customs, severe weather, natural disasters, carrier disruptions, or other events outside our control.

5. Force Majeure and Shipping Delays

AlluraGo is not responsible for delays or losses caused by events beyond our control, including but not limited to:

Natural disasters
Severe weather
Customs inspections or customs delays
War, strikes, or political unrest
Carrier delays
Epidemics or public health emergencies

We will do our best to assist customers and provide updates whenever possible.

6. Final Decision

All refund, resend, replacement, and return requests are reviewed on a case-by-case basis. AlluraGo reserves the right to approve or deny requests depending on the order status, tracking information, product condition, and evidence provided.