Refund policy

Alura Lab Return & Refund Policy

Last updated: October 20, 2026

At Alura Lab, we hold our skin-tech products and facial self-care essentials to the highest standards of quality and hygiene. If you are not entirely satisfied with your purchase, we are here to assist you.

Return Window & Eligibility

We offer a 30-day return policy for eligible items. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return:

  • The item must be in the exact condition you received it: unused, unwashed, and completely unopened in its original brand packaging with all original seals intact.

  • You must provide proof of purchase or order confirmation.

Non-Returnable & Hygienic Exceptions

Due to strict personal care, health, and hygiene standards, the following items cannot be returned once opened, unsealed, or used:

  • Topical skincare products (e.g., Collagen Night Wrapping Masks, Microcurrent Conductive Gel Primers, Eye Mask Sets, and Hydrocolloid Pimple Patches).

  • Facial electronics, cleansing devices, and accessories where original tamper-evident seals have been broken or removed, unless verified as defective/damaged upon arrival.

  • Gift cards or promotional items.

How to Initiate a Return

  1. Contact our Customer Care team at aluralabofficial@gmail.com with your order number and reason for return.

  2. If your return is approved, we will provide you with the return authorization and shipping instructions. Items sent back to us without prior return approval will not be accepted.

  3. Return Shipping Costs: Unless the item is defective, damaged, or incorrect upon delivery, you are responsible for paying all return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Damages, Defective Items & Order Issues

Please inspect your order immediately upon delivery. If your item arrives defective, damaged, or if you receive the wrong product, contact us within 48 hours of delivery at aluralabofficial@gmail.com with photo/video evidence. We will evaluate the issue and immediately send a replacement or issue a full refund at no extra cost to you.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (once approved) and make a separate purchase for the new item.

European Union (EU) & United Kingdom (UK) 14-Day Right of Cancellation

If goods are delivered to the European Union or the United Kingdom, consumers have the right to cancel or return their order within 14 days of delivery for any reason, under applicable law.

  • Items must still adhere to hygiene exceptions (unopened and sealed for skincare/personal care items).

  • Returns must be dispatched back to us within 14 days of your cancellation request.

  • Eligible cancellations will be refunded for the product cost and standard delivery fees (express or premium shipping upgrades are non-refundable).

Refunds

Once we receive and inspect your return, we will notify you if your refund was approved or rejected. If approved, your refund will automatically be processed back to your original payment method within 5–7 business days. Please note that your bank or credit card company may require additional time to post the credit to your account.

Contact Us

For any questions regarding returns, order cancellations, or product quality, please contact our support team at: Email: aluralabofficial@gmail.com