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 (60 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 (60 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.
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.