Refund policy

At Alura, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Returns

We accept returns within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging.

  • The product must be in the same condition as received.

  • Proof of purchase or order confirmation is required.

Due to hygiene and safety reasons, opened, used, or damaged cosmetic and skincare products cannot be returned unless they arrived damaged or defective.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

To help us process your request quickly, please provide:

  • Your order number

  • Clear photos of the product and packaging

  • A brief description of the issue

We will review your request and arrange a replacement or refund where applicable.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to the original payment method.

  • Processing times may vary depending on your payment provider.

  • Shipping charges are generally non-refundable unless the return is due to our error.

Non-Refundable Items

The following items are not eligible for refunds or returns:

  • Opened or used skincare and cosmetic products

  • Products damaged due to misuse or improper handling

  • Sale, clearance, or promotional items (unless defective)

  • Gift cards

Exchanges

We only replace items if they are defective, damaged, or if the wrong item was sent.

Return Shipping

Customers may be responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item sent by Alura.

We recommend using a trackable shipping service when returning products.

Order Cancellation

Orders may only be canceled before they have been processed or shipped. Once an order has been dispatched, it cannot be canceled.

Contact Us

If you have any questions regarding returns or refunds, please contact our support team:

Email: support@alura.pk

We are committed to providing a smooth and reliable shopping experience for all our customers.