Returns & Refunds Policy

Last updated: September 22, 2026

We want order issues handled clearly and fairly. This policy does not limit any consumer right or remedy that cannot lawfully be excluded.

Damaged, defective, incorrect, or non-conforming orders

If you receive an item that is damaged, defective, incorrect, materially incomplete, or does not conform to the order, contact ALLU as soon as reasonably possible through our Contact page. Include your order number and, where available, clear photos or other information that helps us review the issue.

Depending on the circumstances and applicable law, the appropriate remedy may include replacement, refund, or another remedy available under consumer law. When the issue is attributable to ALLU or fulfillment, the customer will not be required to bear a return cost that applicable law places on the seller.

Change-of-mind requests

Change-of-mind returns are not automatically guaranteed. Because some products may be personal-use, sterile, sealed, temperature-sensitive, or otherwise unsuitable for resale after opening or handling, eligibility may depend on the product condition and applicable law. Contact ALLU before sending anything back.

Opened or used products

For hygiene, safety, quality-control, and chain-of-custody reasons, opened or used products may not be eligible for a change-of-mind return. This does not remove rights that apply when a product is defective, incorrect, unsafe, damaged, or otherwise covered by mandatory consumer protections.

Cancellations

If you need to cancel an order, contact ALLU as soon as possible. A cancellation may be possible before preparation, courier booking, or dispatch has begun. Once fulfillment or delivery has progressed, cancellation may no longer be possible and the applicable return/refund process will apply.

Refund processing

Approved refunds are processed using an appropriate available method after the return or claim has been reviewed. Processing time can vary depending on the payment method or financial service involved.

How to request help

Use our Contact page and include your order number, the issue, and any supporting information. Do not send a return without receiving return instructions first.