Refund and return policy

Last Updated: January 1, 2025

Thank you for shopping at TheAlona.com, powered by Powerlux LLC. We take pride in our unique collection of wooden handmade handbags and custom-designed clothing and accessories for on-demand printing. Please read our Refund and Return Policy carefully to understand your rights and our procedures regarding refunds, returns, and exchanges.

1. General Policy Overview

At TheAlona.com, we strive to deliver products of exceptional quality and craftsmanship. If you are not completely satisfied with your purchase, please review the guidelines below to determine if you qualify for a refund or return. Note that due to the custom nature of many of our products, certain items may be ineligible for return or refund except in cases of damage, defect, or error on our part.

2. Eligibility for Returns and Refunds

A. Wooden Handmade Handbags

Defective or Damaged Items: If you receive a handbag that is defective or damaged, please contact us within 14 days of receiving your order. We may request photos and a description of the issue.
Incorrect Item Received: If you received a product that does not match your order, please notify us within 14 days for a replacement or refund.

B. Custom-Designed Clothing and Accessories for On-Demand Printing

Custom Orders: Due to the personalized nature of custom-designed items, returns or refunds are generally not accepted unless the product is defective or there has been an error on our part (e.g., incorrect design, color, or sizing).
Defective or Damaged Items: If your custom order arrives with a defect or damage, please contact us within 14 days of delivery with a detailed description and supporting photographs. We will review your case and offer a replacement or refund if deemed appropriate.
Shipping Errors: If an incorrect item is delivered due to a shipping error, please inform us immediately so we can rectify the issue.

C. Third-Party Fulfillment

Some products are produced or fulfilled by trusted third-party partners. In such cases, our policies remain in effect; however, please note that the return shipping process or restocking fees may vary. We will work with our partners to ensure a satisfactory resolution.

3. Non-Returnable Items

The following items are generally not eligible for return or refund:

Personalized or Custom-Made Items: Items that have been made or customized to your specifications are non-returnable unless they are defective or an error was made in fulfilling your order.
Final Sale Items: Products clearly marked as “Final Sale” at the time of purchase are not eligible for return or refund.

4. How to Initiate a Return or Refund Request

If you believe you are eligible for a return or refund, please follow these steps:

Contact Us: Email our customer support team at info@thealona.com within 14 days of receiving your order. Include your order number, a description of the issue, and any supporting photographs.
Review and Approval: Our team will review your request and respond within 3-5 business days with instructions on how to proceed.
Return Shipping: If your return is approved, you will be provided with a return authorization and shipping instructions. You may be responsible for paying the return shipping costs unless the return is due to our error or a defective product.
Inspection and Resolution: Once we receive the returned item(s), we will inspect them and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product due to a defect or damage, please contact us using the process outlined above.

6. Late or Missing Refunds

Processing Time: Refunds are processed within 7-10 business days after we receive and inspect your return.
Bank Processing: If you haven’t received a refund within the specified time, please check with your bank or credit card company, as processing times may vary.
Contact Us: If you still have not received your refund, please contact us at info@thealona.com.

7. Changes to this Refund and Return Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about our practices.

8. Contact Us

If you have any questions or concerns about this Refund and Return Policy or your order, please contact us at:

Email: info@thealona.com
Website Contact Page: https://thealona.com/contact

Thank you for choosing TheAlona.com. We value your business and are committed to ensuring your satisfaction with our products and services.