Refund policy
RETURN & REFUND POLICY
At ALANNA®, we are committed to providing you with high-quality skincare products. As our products are intended for personal use and come into direct contact with the skin, we do not accept returns, exchanges, or refunds for products once they have been delivered, except in the specific cases mentioned below.
1. No Returns, Exchanges or Refunds
Due to the nature of skincare and personal-care products, we do not accept returns or exchanges for:
- Change of mind or incorrect product selection.
- Products that have been opened or used.
- Products that do not suit your skin type.
- Allergic reactions, irritation, sensitivity, or other individual skin reactions.
- Products purchased during a sale or promotional offer, unless they qualify under the damage/defect exceptions below.
- Orders where the customer simply wishes to return the product after delivery.
No cash refunds will be provided for change of mind, skin reactions, or dissatisfaction with product results.
2. Damaged, Defective or Incorrect Products
We will consider a replacement or refund only if the product:
- Was delivered in a physically damaged condition.
- Has leaked or appears to have been damaged during transit.
- Has a manufacturing defect.
- Is missing parts or accessories, where applicable.
- Is materially different from the product ordered.
If you receive a damaged, defective, leaking, or incorrect product, please contact us within 48 hours of delivery at sales@alanna.co.in.
Please provide:
- Your order number.
- Clear photographs/videos of the product.
- Photographs of the inner and outer packaging.
- Photographs of the shipping label.
- The product batch number.
- A brief description of the issue.
Our team will review the information and may request additional details or photographs.
3. Quality Assessment
In case of a suspected manufacturing or quality issue, we may require the product to be returned to us for inspection and quality assessment.
The product may be evaluated by our quality team, and the assessment may take up to 7 working days after the product is received.
If the product is determined to have a manufacturing defect or quality issue covered under this policy, we may provide a replacement or refund, at our discretion.
Products damaged due to neglect, improper storage, misuse, incorrect application, or failure to follow the product instructions will not be eligible.
4. Skin Reactions & Allergies
Every individual's skin is different. Returns, exchanges, or refunds will not be provided due to allergic reactions, irritation, sensitivity, or incompatibility with an individual's skin.
We strongly recommend reviewing the ingredients and performing a patch test before using a new skincare product.
If you experience a significant or unexpected reaction, discontinue use and consult a qualified medical professional.
5. Refunds
Where a refund is approved under this policy, the refund will be processed to the original payment method used for the order.
Refund processing timelines may vary depending on the payment method and financial institution.
6. Order Cancellation
Orders can be cancelled only before they are shipped.
If a prepaid order is cancelled after it has been shipped, a cancellation/processing charge of ₹100 may be deducted from the refundable amount, where applicable.
Any loyalty points redeemed against a cancelled order will be deducted from the customer's account and cannot be restored.
Once an order has been delivered, it cannot be cancelled or returned except as specifically provided under the damaged/defective product provisions above.
7. Contact Us
For any questions or concerns regarding your order, please contact our customer care team:
Email: sales@alanna.co.in
Please include your order number in the subject line of your email so that we can assist you promptly.
By placing an order on our website, you acknowledge and agree to the terms of this Return & Refund Policy.