Refund policy

(Applicable to all purchases made through the official ALULA website)

Policy Scope

This policy outlines the terms governing purchases made through the official ALULA website. By placing an order with ALULA, the purchaser agrees to the terms and conditions outlined below.

For the purpose of this policy, the terms “Client”, “Customer”, or “Purchaser” refer to the individual placing an order through the ALULA website.

Product Representation & Colour Disclaimer

ALULA makes every effort to display garments and products as accurately as possible. However, variations in colour, tone, texture, and finish may occur due to lighting conditions, photography, screen resolutions, and individual display settings.

Such variations are natural and shall not be considered defects. They do not qualify for return or exchange.

Natural Characteristics of Materials

Many ALULA pieces are created using artisanal techniques and specialised textile processes. Natural characteristics of fabrics, dyes, and handcrafted production methods may result in slight irregularities in texture, finish, or appearance.

These characteristics are inherent to the materials and craftsmanship used and form part of the design aesthetic. They shall not be considered defects and do not qualify for return or exchange.

Hand-Painted & Artwork-Based Pieces

Certain ALULA garments feature original artwork that is either individually hand-painted or created as original hand-painted artwork and later digitally reproduced as textile prints.

For fully hand-painted pieces, slight variations in brush strokes, detailing, texture, or motif placement may occur. Each piece is individually finished and therefore inherently unique.

For digitally reproduced artwork prints, the design remains consistent; however, minor variations in placement, scale, or alignment may occur due to fabric cutting, pattern construction, and garment assembly.

These variations are a natural outcome of artisanal and production processes and form part of the design aesthetic. They shall not be considered defects and do not qualify for return or exchange.


Returns Policy

ALULA does not accept returns on any products.

Refunds will only be considered in rare cases of a verified manufacturing defect or incorrect product delivery, subject to inspection and approval by the ALULA team.

All garments undergo quality checks prior to dispatch.

Mandatory Unboxing Video Requirement

To be eligible for any exchange or defect claim, the client must record a clear, uncut, and unedited video of the unboxing process from the moment the sealed package is opened.

The alleged defect or issue must be clearly visible in the same continuous video.

Claims raised without an unboxing video, or with edited or incomplete recordings, will not be eligible for consideration.


Exchanges Policy

Exchanges are permitted within 3 days of delivery, subject to the following conditions:

  • The exchange request must be initiated within 3 days from the date of delivery.
  • The piece must be unused, unworn, unwashed, unaltered, and free from damage.
  • All original tags must remain intact and attached.
  • The piece must be returned in its original packaging.

Exchanges are subject to product availability.
Exchange pieces are non-returnable and non-refundable.

Sale & Discounted Pieces

  • All discounted, promotional, end-of-season, or sale pieces are final sale.
  • No returns or exchanges will be accepted on such pieces.

Policy Updates

ALULA reserves the right to modify or update this policy at any time without prior notice. Any updates will be reflected on the official ALULA website.