Last Updated: August 2026

At ALOY (thealoy.com), customer satisfaction is our priority. We strive to provide authentic skincare and beauty products in excellent condition. Please read our Refund & Return Policy carefully before placing an order.

By purchasing from thealoy.com, you agree to the terms outlined below.

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1. Eligibility for Returns

You may request a return if:

• You received the wrong product.
• You received a damaged product.
• You received a defective product.
• You received an incomplete order.
• The product was damaged during delivery.

To be eligible for a return:

• The product must be unused.
• The product must be in its original condition.
• The original packaging, labels, and seals must remain intact.
• The return request must be submitted within 3 days of receiving the product.

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2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for:

• Opened skincare products
• Used products
• Products with broken seals
• Products damaged due to customer misuse
• Products purchased during special clearance or final sale campaigns

ALOY reserves the right to refuse any return request that does not meet our policy requirements.

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3. Damaged or Incorrect Products

If you receive:

• A damaged product
• A defective product
• An incorrect item

Please contact us within 24 hours of delivery and provide:

• Order Number
• Product Photos
• Packaging Photos
• A brief description of the issue

Our support team will review the request and provide further instructions.

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4. Return Process

To request a return:

Step 1

Contact our customer support team.

Step 2

Provide:

• Order Number
• Product Name
• Reason for Return
• Supporting Photos (if applicable)

Step 3

Wait for approval from our support team before sending any product back.

Step 4

Once approved, return the product according to the instructions provided by our team.

Unauthorized returns may not be accepted.

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5. Refund Policy

Refunds may be issued when:

• A returned product is approved and received.
• A product is confirmed to be unavailable after payment.
• An order is canceled by ALOY due to stock or fulfillment issues.

Refunds will not be issued for:

• Change of mind after product delivery.
• Incorrect product selection by the customer.
• Failure to read product descriptions before purchase.
• Minor packaging variations from manufacturer updates.

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6. Refund Processing Time

Approved refunds are generally processed within:

• 7–14 business days

The actual time may vary depending on the payment provider, banking institution, or payment method used.

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7. Order Cancellation

Customers may request order cancellation before shipment.

Orders that have already been shipped cannot be canceled and must follow the Return Policy if eligible.

ALOY reserves the right to cancel any order due to:

• Product unavailability
• Pricing errors
• Fraud concerns
• Payment verification issues

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8. Shipping Charges

• Original shipping charges are generally non-refundable.
• Return shipping costs may be the responsibility of the customer unless the return is due to our error.
• If an incorrect or damaged product is delivered, ALOY may cover the return shipping cost after approval.

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9. Inspection and Approval

All returned products are inspected upon receipt.

ALOY reserves the right to:

• Approve or reject return requests.
• Determine eligibility for refunds or replacements.
• Request additional information before processing claims.

The final decision regarding returns and refunds rests with ALOY.

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10. Exchange Policy

Eligible products may be exchanged instead of refunded when:

• The wrong item was delivered.
• The product arrived damaged.
• The product was defective upon delivery.

Exchanges are subject to product availability.

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11. Contact Us

For any return, refund, or exchange inquiries, please contact us:

ALOY
Website: thealoy.com
Email: support@thealoy.com

Please include your Order Number in all communications to help us process your request more efficiently.

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At ALOY, we are committed to providing authentic skincare products and a trustworthy shopping experience for every customer.