Refund, Return & Cancellation Policy

Alora Luka
Email: aloraluka@gmail.com
Return Address: To Courier Guy – Rooiberg, Thabazimbi, South Africa

Last Updated: 02 March 2026

1. Introduction

This Refund, Return & Cancellation Policy governs purchases made from Alora Luka (“we,” “us,” or “our”). By purchasing our products, you agree to this policy.

Due to the nature of health and wellness products, strict hygiene, safety, and consumer protection standards apply.

This policy is designed in accordance with the Consumer Protection Act 68 of 2008 (South Africa) where applicable.

2. Nature of Products Sold

Alora Luka sells health and wellness products intended for personal use. These products may include ingestible, topical, or hygiene-sensitive items.

For health, safety, and contamination prevention reasons, certain returns are restricted.

3. Cooling-Off Period (Direct Marketing Purchases)

If your purchase was made as a result of direct marketing, you may cancel the transaction within 5 (five) business days after:

The date of concluding the agreement, or
The date of delivery of the goods

as permitted under Section 16 of the Consumer Protection Act.

The product must be returned unopened, unused, and in original condition.

Return shipping costs for cooling-off cancellations are the responsibility of the customer.

4. Standard Returns (Non-Defective Goods)

Returns will only be accepted if:

The return request is made within 7 (seven) days of delivery.
The item is unopened, unused, and in its original sealed packaging.
The product is in resalable condition.
Proof of purchase is provided.

We reserve the right to refuse a return if:

The safety seal is broken.
The product has been opened or used.
The product is not in its original condition.
The return is requested outside the stated return window.

5. Defective, Damaged or Incorrect Products

In accordance with Section 56 of the Consumer Protection Act, customers are entitled to return goods within 6 (six) months if the product:

Is defective
Is unsafe
Is not of good quality
Does not match the description provided

If a product is confirmed defective, you may choose:

A repair
A replacement
A refund

We may require photographic evidence and/or return inspection before approving the claim.

6. Products That Cannot Be Returned

For hygiene and safety reasons, the following items are strictly non-returnable:

Opened health supplements
Used personal care products
Items with broken seals
Products damaged due to misuse
Products stored improperly after delivery
Items returned without proof of purchase

We are not responsible for allergic reactions. Customers are responsible for reviewing ingredient information before purchase.

7. Return Procedure

To request a return, customers must:

Email: aloraluka@gmail.com
Include:
- Full name
- Order number
- Date of purchase
- Reason for return
- Clear photographs (if damaged/defective)

No returns will be accepted without prior written approval.

8. Return Address

Approved returns must be couriered to:

To Courier Guy
Rooiberg
Thabazimbi
South Africa

Customers are responsible for arranging their own courier unless the return is due to confirmed defect or incorrect supply.

We are not liable for returned parcels lost or damaged in transit.

9. Refund Processing

Once the returned product has been received and inspected:

You will receive written confirmation of approval or rejection.
Approved refunds will be processed within 7–14 business days.
Refunds will be issued via the original payment method.

Original shipping fees are non-refundable unless the return is due to our error.

We reserve the right to deduct reasonable handling or restocking fees where permitted by law.

10. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it will be treated as a return and subject to this policy.

11. Limitation of Liability

Alora Luka shall not be liable for:

Indirect or consequential damages
Misuse of products
Failure to follow instructions
Health conditions not disclosed prior to use

Our products are not intended to diagnose, treat, cure, or prevent any disease unless explicitly stated.

Customers should consult a qualified healthcare professional before using any health product.

12. Policy Amendments

We reserve the right to update or modify this policy at any time without prior notice. The version published on our website at the time of purchase shall apply.