Effective Date: 6 October 2026
At thealoy.com, we are committed to providing our customers with authentic, high-quality beauty, skincare, hair care, and personal care products. We carefully inspect and package every order before dispatch.
However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to assist you.
1. Return & Exchange Eligibility
A product may be eligible for return or exchange if:
- You received a wrong product that does not match your order.
- The product was damaged during delivery.
- The product is defective or unusable upon arrival.
- The product is missing from your order.
- The product received is significantly different from the product description or order details.
For hygiene and safety reasons, we generally do not accept returns of products that have been opened, used, tested, or tampered with, unless the product itself is defective or damaged upon delivery.
2. Products That Cannot Be Returned
For health, hygiene, and product-safety reasons, the following products are generally non-returnable:
- Opened or used skincare products
- Opened cosmetics or makeup products
- Used hair care or personal care products
- Products with broken safety seals caused after delivery
- Products damaged due to customer misuse or improper storage
- Products without their original packaging
- Products returned after the applicable return period
- Products purchased under conditions specifically marked as non-returnable
Note: We recommend checking your product immediately after delivery and before opening or using it.
3. Return Period
Customers must contact thealoy.com within 48 hours of receiving the order if they wish to report a damaged, defective, incorrect, or incomplete product.
Requests submitted after this period may not be accepted.
To request a return or exchange, please contact our customer support team with:
- Order ID
- Customer name
- Contact number
- Reason for return
- Clear photos of the product
- Clear photos of the packaging and shipping label
- Video evidence, if required
Our team will review the request and inform you whether the return or exchange is approved.
4. Unboxing Video Requirement
For damaged, broken, leaking, missing, or incorrect products, customers are strongly recommended to record a continuous unboxing video from the moment the package is opened.
The video should clearly show:
- The unopened package
- The shipping label
- The condition of the package
- The product inside the package
- Any visible damage, leakage, breakage, or incorrect item
An unboxing video can help us investigate delivery-related issues and process your claim faster.
5. Return & Exchange Process
If your return request is approved:
Step 1: Contact us within the applicable return period.
Step 2: Provide your Order ID and required photos/videos.
Step 3: Our team will review your request.
Step 4: If approved, we will provide instructions for returning the product.
Step 5: After receiving and inspecting the returned product, we will process the applicable replacement, exchange, or refund.
Please do not send a product back without receiving confirmation from our customer support team.
6. Refund Policy
If your refund request is approved, the refund amount will depend on the circumstances of the return.
A refund may be issued when:
- The ordered product is unavailable after payment.
- You received a damaged or defective product and a replacement is not available.
- You received an incorrect product and a suitable replacement cannot be provided.
- We approve a refund under exceptional circumstances.
Refunds will normally be processed after the returned product has been received and inspected, where applicable.
The time required for the refund to reach your account may vary depending on the payment method and financial service provider.
7. Delivery Charges
If the return is caused by an error from thealoy.com, such as:
- Wrong product sent
- Damaged product received
- Defective product received
- Missing product due to our fulfillment error
we may cover the applicable return/replacement delivery cost, subject to verification.
If a return is requested for reasons not caused by thealoy.com, any applicable delivery or return charges may be the customer's responsibility.
8. Wrong Address or Failed Delivery
Customers are responsible for providing a correct and complete delivery address and contact information when placing an order.
If an order cannot be delivered because of:
- Incorrect address
- Incorrect phone number
- Customer unavailable during delivery
- Customer refusing to receive the package
- Failure to respond to the delivery agent
additional delivery charges may apply for re-delivery.
If the order is returned to us because of customer-related delivery failure, any refund will be subject to applicable delivery and handling charges.
9. Order Cancellation
Customers may request cancellation of an order before the order has been dispatched.
Once an order has been shipped or handed over to the delivery service, cancellation may no longer be possible.
For prepaid orders, any approved cancellation refund will be processed according to our refund procedure and applicable payment-provider processing times.
10. Product Condition for Returns
If a return is approved, the product should be returned:
- In its original condition
- With original packaging
- With labels and seals intact, where applicable
- With accessories or promotional items supplied with the order
- Without signs of customer use, damage, or tampering
Returns that do not meet these conditions may be rejected after inspection.
11. Damaged Package at Delivery
If the package appears severely damaged, opened, wet, leaking, or tampered with at the time of delivery, customers are advised to:
- Take photographs of the package before opening it.
- Record an unboxing video.
- Inform our customer support team as soon as possible.
This will help us investigate the issue with the delivery service.
12. Refund Processing Time
Once a refund has been approved, we will initiate the refund through the applicable payment method.
The actual time for the amount to appear in your account may depend on your bank, mobile financial service, card issuer, or payment gateway.
thealoy.com is not responsible for delays caused by third-party financial institutions or payment providers after the refund has been initiated.
13. Exchanges
Where applicable, an eligible product may be exchanged for the same product or an appropriate replacement.
Exchange availability depends on product stock.
If the replacement product is unavailable, we may offer an alternative solution, such as a refund, subject to our policy.
14. Promotional & Discounted Products
Products purchased during special promotions, flash sales, clearance sales, or with promotional discounts may have specific return or exchange conditions.
If a promotional product is marked as Final Sale or Non-Returnable, it will not be eligible for return or exchange except where required due to a damaged, defective, or incorrect product.
15. Free Gifts & Promotional Items
If an order includes a free gift or promotional item, the gift may need to be returned along with the main product if the order is being returned or refunded.
Failure to return applicable promotional items may affect the final refund amount.
16. Fraudulent or Abusive Return Requests
thealoy.com reserves the right to refuse return, exchange, or refund requests where there is evidence of:
- Product misuse
- Intentional damage
- Repeated unreasonable return requests
- Tampering with products
- Fraudulent claims
- Missing or altered product components
- Any attempt to abuse our return or refund policy
Our decision will be based on the information and evidence available to us.
17. Important Note About Cosmetic & Skincare Products
Individual results from skincare, hair care, makeup, and personal care products may vary from person to person.
A product will not normally qualify for a return or refund simply because:
- The customer did not like the product's smell or texture.
- The customer expected a different result.
- The product did not produce the expected personal result.
- The customer experienced an individual reaction after using a product.
Customers are advised to read the product description, ingredients, usage instructions, and precautions carefully before purchasing and using any product.
If you experience an unexpected reaction or irritation, discontinue use and seek appropriate professional medical advice.
18. Contact Us
If you have any questions regarding our Refund & Return Policy or wish to report an issue with your order, please contact our customer support team.
Website: thealoy.com
Email: [Your Support Email]
Phone: [Your Contact Number]
Business Hours: [Your Business Hours]
When contacting us, please include your Order ID so that we can assist you more quickly.
Policy Statement
By placing an order through thealoy.com, you acknowledge that you have read and agreed to the terms and conditions outlined in this Refund & Return Policy.
thealoy.com reserves the right to update or modify this policy when necessary. Any changes will be published on this page with the updated effective date.