Refund policy

Return & Refund Policy

At AluLife, customer satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and the conditions under which returns and refunds are processed.

By placing an order on our website, you acknowledge that you have read and accepted this Return & Refund Policy.

1. Right of Withdrawal (European Union Customers)

If you are a consumer located within the European Union, you have the right to withdraw from your purchase within 14 calendar days from the day you receive your order, without providing any reason, in accordance with applicable EU consumer protection laws.

To exercise your right of withdrawal, please contact us by email at:

info@alulifeluggage.com

Please include the following information in your request whenever possible:

  • Full name

  • Order number

  • Product(s) you wish to return

  • Reason for the return (optional)

2. Return Eligibility

To qualify for a return, the product must:

  • Be returned within the applicable return period;

  • Be in its original condition;

  • Show no signs of misuse, damage, or excessive wear;

  • Include all accessories, manuals, and original components;

  • Be returned in its original packaging whenever possible.

We reserve the right to reduce the refund amount or refuse a return if the product has been handled beyond what is necessary to establish its nature, characteristics, and proper functioning, as permitted under applicable law.

3. Return Shipping Costs

Unless the return is due to our error, a defective product, or where otherwise required by law, the customer is responsible for the cost of returning the item.

We strongly recommend using a tracked shipping service, as we cannot be held responsible for returns lost during transit.

4. Inspection of Returned Items

Once your return has been received, we will inspect the item to verify that it complies with this policy.

The inspection process may take up to 5 business days after receipt of the returned product.

5. Refunds

If your return is approved, your refund will be issued using the original payment method unless otherwise agreed.

Refunds will be processed within 14 days after we receive the returned product or after you provide satisfactory proof that the item has been shipped back, whichever occurs first.

Where permitted by applicable law:

  • Original shipping charges may not be refundable unless legally required.

  • If you selected a delivery option more expensive than our standard shipping method, the additional shipping cost may not be refunded.

6. Damaged, Defective or Incorrect Items

If you receive a product that is:

  • Damaged during delivery;

  • Defective;

  • Incorrect; or

  • Missing parts,

please contact us within 48 hours of receiving your order by emailing:

info@alulifeluggage.com

Please include:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the product;

  • Photos of the packaging and shipping label.

After reviewing your claim, we may, at our discretion and where appropriate:

  • Replace the product;

  • Replace the defective component;

  • Offer a partial refund;

  • Offer a full refund.

The appropriate solution will depend on the circumstances of each case and applicable consumer protection laws.

7. Non-Returnable Items

Unless required by applicable law, we cannot accept returns for:

  • Personalized or custom-made products;

  • Products damaged due to misuse, negligence, accidents, or improper handling;

  • Products modified or repaired by unauthorized parties;

  • Products returned without essential components originally supplied.

8. Refused or Undeliverable Orders

If an order is returned to us because of:

  • An incorrect or incomplete shipping address provided by the customer;

  • Failure to collect the package;

  • Repeated unsuccessful delivery attempts;

  • Refusal to accept delivery without valid reason,

we reserve the right to deduct any shipping, handling, return, or administrative costs incurred from the refund, where permitted by law.

If the customer wishes to have the order reshipped, additional shipping charges may apply.

9. Order Cancellations

Orders may be cancelled before they enter processing or shipment.

Once an order has been processed or dispatched, cancellation may no longer be possible, and the customer will need to follow this Return & Refund Policy.

10. Delivery Timeframes

We currently offer the following shipping options:

  • Express Shipping: 4–7 business days

  • Standard Shipping: 10–14 business days

These delivery times are estimates and begin once the order has been dispatched.

Delivery times may occasionally be affected by circumstances beyond our reasonable control, including customs procedures, carrier delays, severe weather, public holidays, strikes, or other force majeure events.

While we will make every reasonable effort to ensure timely delivery, estimated delivery dates are not guaranteed.

11. Contact Us

If you have any questions regarding returns, refunds, cancellations, or this policy, please contact us:

Email: info@alulifeluggage.com

Our customer support team will respond as soon as reasonably possible and will work to resolve your request fairly and efficiently.