At Alabanza, we want customers to have a clear understanding of our return, refund, and exchange process. This policy explains the general conditions that apply to purchases made through our ecommerce store.
This page is general business policy content and not legal advice. For case-specific help with a return, refund, damaged parcel, or exchange request, please contact our support team at [email protected].
Items may be considered for return only if they are received in unused, unworn, unwashed, and resalable condition, with original tags, accessories, and packaging where applicable. Returns should be requested within a reasonable time after delivery and must meet the conditions of this policy.
We reserve the right to refuse returns that show signs of use, damage caused after delivery, missing parts, altered packaging, or any condition that makes the item unsuitable for resale, unless the issue resulted from our error.
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us at [email protected] as soon as possible after delivery. Include your order number, a description of the issue, and clear photos of the item and packaging if available.
We review such cases individually and may offer a replacement, exchange, store adjustment, or refund depending on stock availability, inspection results, and the nature of the issue.
Some items may not be eligible for return or exchange due to hygiene, safety, customization, clearance status, or the nature of the product. Examples may include:
If you are unsure whether a product is returnable, please contact support before requesting a return.
To request a return or report a problem with an order, contact [email protected] with your order details and reason for the request. We may ask for photos, delivery information, and any other details needed to review the case.
Please do not send items back without receiving return instructions from our support team. Unauthorized returns may be delayed, refused, or returned to sender.
Once a returned item is received, it will be inspected to verify its condition and eligibility. Approval of a return, refund, or exchange is not automatic and depends on whether the item meets our policy requirements.
If a return is rejected after inspection, we may notify you of the reason and discuss available next steps where appropriate.
Approved refunds are generally processed to the original payment method where possible. If the original method is unavailable or unsuitable, an alternative refund method may be used where operationally appropriate.
Refund timing can vary depending on payment provider processing times, banking channels, and order review requirements. Shipping fees, handling fees, or other non-product charges may be non-refundable unless the return is due to our error or a verified defective or incorrect item.
Where eligible and stock is available, we may offer an exchange for the same item, a replacement for a defective item, or another suitable resolution. Exchange requests are subject to product availability and approval after review.
Customers may be responsible for return shipping costs unless the item was received damaged, defective, or incorrect due to our mistake. Original shipping charges are generally not refundable unless required as part of an approved resolution for an error on our side.
We recommend using a secure and trackable shipping method when returning approved items, as we are not responsible for return parcels lost or damaged in transit before receipt.
If you need to cancel an order, please contact us as soon as possible at [email protected]. Orders that have already been processed, packed, shipped, or handed to the courier may not be cancellable. If cancellation is no longer possible, the order may instead fall under the return process if eligible.
Customers should report delivery issues and submit return or refund requests promptly after receiving the order. Delayed requests may affect eligibility, especially where item condition, availability, or verification becomes difficult over time.
If you need help with a specific order, want to request a return, or need case-specific support, please contact Alabanza at [email protected].
