Order cancellation

All orders can be cancelled before they are shipped. If you have made payment and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, the order can no longer be cancelled.

Refunds

Your satisfaction is our number one priority. Therefore, you can request a refund for faulty products.

If you do not receive the product within the guaranteed time (30 business days not including 2-5 days processing), you can request a refund or a reshipment. If you received the wrong item, you can request a refund or a reshipment. If you do not want the product you have received, then you may request a refund but you must return the item at your own expense and the item must be unused.

You are NOT eligible for a refund if:

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
• Your order did not arrive due to exceptional circumstances outside the control of ALANAS Innovations (i.e. delayed by a natural disaster).
• Other exceptional circumstances outside the control of ALANAS Innovations.

NOTE: You can submit refund requests within 15 days after the guaranteed period for delivery (30 days) has expired. You can do so by sending us a message via the Contact Us page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Refund processing times

Your bank might need extra time to process a refund. The refund timelines for different refund payment methods are:

Possible charges following an advanced refund or replacement order

To avoid charges after receiving an advance refund or replacement order:

• Return items by the date shown in your return confirmation email

• Return items in their original condition only

• Use the correct return label

• Drop off your returns at approved locations.

Partial refunds

All returns are inspected against the expected item and refunds are reduced for signs of:

• Customer use

• Damage

• Missing parts, accessories, or manuals.

For currency-converted orders, we refund in your local currency at the original exchange rate.

Types of return fees are:

Exchanges

If for any reason you would like to exchange your product, perhaps for a different colour, then you must contact us first and we will guide you through the steps. In the event of any exchanges, you are responsible for paying the return shipping cost.

Please do not send your purchase back to us unless we authorize you to do so. Thank you.

Returns

Find your return status

You can track a return by:

• Selecting Return/Refund Status in your return confirmation email, or

• Going to Your Returns:

  1. Go to Your Returns to display items you’ve returned in the last three months.

  2. Select your item to display the latest return and refund information.

Return status types

Return statuses include:

• Return requested on [DATE]: We’ve accepted your return request and we’re waiting to receive your item.

• Refund issued: We’ve processed your return and issued a refund.

• This item is no longer eligible for return: After delivery, you can return most items within 30 days. You’ll find information about exceptions and non-returnable items in our returns policy.

To cancel a return:

1. Go to Your Returns.

2. Find the requested return Select the item you want to cancel.

3. Select Manage return / Cancel.

4. To cancel the return, select Cancel this return.

You’ll have the option to create a new return after you’ve canceled the existing return.

If you requested a pickup for your return, you can ignore the pickup attempts or contact the carrier to cancel the pickup.

If you don’t return the item in time:

1. We’ll send a reminder

2. If we don’t receive the return, we’ll notify you and charge your account for the advance refund or replacement

3. Once we receive and process your return, any charges will be reversed.

Refund processing times

Your bank might need extra time to process a refund. The refund timelines for different refund payment methods are:

Possible charges following an advanced refund or replacement order

To avoid charges after receiving an advance refund or replacement order:

• Return items by the date shown in your return confirmation email

• Return items in their original condition only

• Use the correct return label

• Drop off your returns at approved locations.

Partial refunds

All returns are inspected against the expected item and refunds are reduced for signs of:

• Customer use

• Damage

• Missing parts, accessories, or manuals.

For currency-converted orders, we refund in your local currency at the original exchange rate.

Types of return fees are: