Return & Refund Policy

Overview

We want you to love your Alora products. If something is not right, we are here to make it easy. Please read the full policy below before initiating a return.

Return Window

You may request a return within 30 days of the delivery date shown on your tracking confirmation. Requests received after 30 days will not be accepted.

Eligibility

To be eligible for a return, your item must meet all of the following conditions:

• Unused and in the same condition you received it
• Sealed or unopened — skincare products that have been opened cannot be returned for hygiene reasons, unless the product arrived damaged or defective
• In its original packaging with all components included (e.g. Gua Sha tool, box, and any inserts)

Non-Returnable Items

The following items cannot be returned:

• Opened skincare products (for hygiene and safety reasons)
• Items marked as final sale or purchased at a clearance discount
• Gift cards
• Items showing signs of use, damage caused by the customer, or missing components

Damaged or Defective Items

If your order arrived damaged, defective, or incorrect, please contact us within 7 days of delivery with a photo of the item and your order number. We will arrange a replacement or full refund at no cost to you, including return shipping.

How to Initiate a Return

1. Email us at support@alora.com with your order number and the reason for your return
2. We will respond within 2 business days with return instructions and a prepaid return label (for eligible orders)
3. Pack the item securely and drop it off at the designated carrier location

Please do not ship items back without contacting us first — unrequested returns may not be processed.

Refund Processing

Once we receive and inspect your return, we will notify you of the outcome within 3 business days. If approved, your refund will be issued to your original payment method within 5–7 business days. Processing times may vary depending on your bank or card provider.

You will receive an email confirmation when the refund has been initiated.

Late or Missing Refunds

If you have not received your refund after 7 business days from our confirmation email, please first check your bank account and contact your card issuer. If the issue persists, email us at support@alora.com and we will investigate promptly.

Exchanges

We do not offer direct exchanges at this time. If you need a different item, please return the original (if eligible) and place a new order. Your refund will be processed once we receive the return.

Contact Us

Questions about a return or refund? Reach us at support@alora.com. We aim to respond within 1–2 business days.