Return and Refund Policy - Domestic (Australia)
At Alua Active, we want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below:
Store Credit Policy
We accept returns for store credit within 14 days of the order date. If you need a different size, color, or item, simply return your original piece for store credit and place a new order using your credit.
We do not offer direct exchanges.
Once your return is received and approved, you’ll receive a store credit gift card via email, valid for 12 months from the date of issue.
Refund Policy
We accept refund requests within 14 days of the order date. Please note that a 15% restocking fee will be deducted from the refund amount to help cover processing, handling, and payment transaction costs.
Refunds are issued to the original payment method within 10 business days after your return is received and approved.
Condition of Items
Items must meet the following criteria for a successful return:
- Unworn, unwashed, and in original condition.
- All tags must be attached and returned in its original packaging.
- Free from stains, marks, pet fur, hair, dust or scents (including deodorant, perfume, cologne, fake tan, makeup, etc).
- Final Sale items cannot be returned.
Packaging & Return Label
- Please ensure the product is in its original packaging.
- You can generate your return label directly from our Return's portal for a fee of $20 AUD or opt to use your own return label from any post office.
Processing Time
Once your return is received, please allow 3-5 business days for processing. After processing, we will send you an email with updates on your return.
Estimated Return Timeline:
Returns typically take 7-21 business days to reach Alua Active.
Defective Products or Wrong Item Received
If you believe you have received a defective product or wrong item, you have 14 days from the order date to notify us. Please visit our returns portal, select the option for defective products or wrong item received, and upload an image along with a comment for our production team to review your return.
Guest Checkout
Please note that if you checked out as a guest, we are unable to provide store credit, as you do not have an account with us. We recommend always checking out while signed in to your account.
How to Initiate a Return
To begin the return process, please visit our page "Start Your Return". For any questions or assistance, feel free to reach out to our support team.
Return Shipping Address
Alua Active
1/19 Narabang Way
Belrose, NSW, 2085
Australia
Contact Us
Our team is here to help with any questions regarding returns. You can email us at support@aluaactive.com or connect with us via WhatsApp.
Return and Refund Policy - International
Store Credit Policy
We accept returns for store credit within 21 days of the order date. If you need a different size, color, or item, simply return your original piece for store credit and place a new order using your credit.
We do not offer direct exchanges.
Once your return is received and approved, you’ll receive a store credit gift card via email, valid for 12 months from the date of issue.
Refund Policy
We accept refund requests within 21 days of the order date. Please note that a 15% restocking fee will be deducted from the refund amount to help cover processing, handling, and payment transaction costs.
Refunds are issued to the original payment method within 10 business days after your return is received and approved.
Conditions for Return:
Items must meet the following criteria for a successful return:
- Unworn, unwashed, and in original condition.
- All tags must be attached and returned in its original packaging.
- Free from stains, marks, pet fur, hair, dust or scents (including deodorant, perfume, cologne, fake tan, makeup, etc).
Important Information:
- Original shipping costs, international customs duties, clearance fees, and sales taxes are non-refundable.
- Final Sale items cannot be returned.
- Once your return is received, please allow 3-5 business days for processing.
Estimated Return Timeline:
Returns typically take 7-21 business days to reach Alua Active.
Defective Products or Wrong Item Received
If you believe you have received a defective product or wrong item, you have 21 days from the order date to notify us. Please visit our returns portal, select the option for defective products or wrong item received, and upload an image along with a comment for our production team to review your return.
Guest Checkout
Please note that if you checked out as a guest, we are unable to provide store credit, as you do not have an account with us. We recommend always checking out while signed in to your account.
Initiating a Return:
To start your return, please visit our page "Start Your Return". For any questions or further assistance, reach out to our support team.
For international returns, please note that we do not provide return labels. You will be responsible for arranging and covering the costs of return shipping.
Return Shipping Address
Alua Active
1/19 Narabang Way
Belrose, NSW, 2085
Australia
Contact Us:
For support, email us at support@aluaactive.com or connect with us via WhatsApp.