PAYMENT – SHIPPING – RETURN – COMPLAINT – WARRANTY
POLICY
(Applicable for website alouraltd.com – Aloura Co., Ltd.)
1. General Introduction
- Website alouraltd.com is the official e-commerce channel owned and operated by Aloura
Co., Ltd.
- By accessing, registering an account, or placing an order on the website, customers
acknowledge that they have read, understood, and agreed to all contents of this policy.
- This policy is designed to:
- Ensure transparency in online transactions.
- Protect the legal rights and interests of Aloura Co., Ltd.
- Minimize risks arising from transactions and shipping processes.
- Customers are responsible for regularly monitoring updates, as Aloura Co., Ltd. reserves
the right to change the policy at any time without prior notice.
2. Payment Methods
- Customers can choose one of the following payment methods:
- Direct payment at the store.
- Bank transfer.
- Payment via electronic payment gateway, international credit/debit card (if
integrated).
- Orders will only be processed and shipped after Aloura confirms full receipt of payment
from the customer.
- If a transaction is pending, declined, or a system error occurs from the bank/payment
gateway, the order will be automatically canceled without liability from Aloura.
3. Payment Deadline
- All payments must be completed within 24 hours from the order placement time.
- If the payment is not completed within this time, the order will be canceled without
prior notice.
4. Customer Information Responsibility
- Customers are responsible for providing complete and accurate personal information,
including: full name, shipping address, phone number, and email.
- If incorrect or incomplete information leads to delivery failure:
- Aloura Co., Ltd. will not refund under any circumstances.
- If the customer still wants to receive the order → all additional shipping costs
will be borne by the customer.
- Customers are fully responsible for the accuracy and timeliness of the information
provided.
5. Shipping Policy
- Delivery time and costs will be clearly displayed at the time of order placement.
- Aloura Co., Ltd. reserves the right to split orders into multiple shipments if products
are from different warehouses.
- Any shipping costs arising from split orders or multiple deliveries (if any) will be
notified, and the customer is obliged to pay.
- Aloura Co., Ltd. is not responsible for delays due to force majeure events such as
natural disasters, epidemics, fires, wars, technical failures beyond control, or
logistics partner policy changes.
- Customers are responsible for checking the goods immediately upon receipt to ensure
accuracy and completeness.
6. Order Cancellation Rules
- Before the order is handed over to the shipping unit, customers may request
cancellation. However, if payment has been made, it will not be refunded.
- Once the order is in transit, customers cannot cancel or request a refund. If customers
refuse to receive it, the order is considered invalidly canceled, and the full payment
will not be refunded.
7. Complaints & Order Completion Confirmation
- Upon receiving the goods, customers must inspect the products immediately.
- If issues are found such as wrong model, wrong size, missing items, or damage during
shipping, customers must notify Aloura Co., Ltd. within 24 hours of receipt.
- After 24 hours from receipt without feedback, the order is considered successfully
completed. Customers waive any complaint rights related to the delivered products and
are not entitled to a refund or exchange.
- For complaints, customers must provide valid evidence (photos, unboxing videos) to prove
the issue.
8. Return Policy
- The return policy applies only for products with manufacturing or technical defects.
- Return period: 07 days from the date of receipt.
- Conditions: product must have intact labels, tags, unused, unwashed, and include all
invoices and documents.
- Returns are not applicable for:
- Products under promotional programs or special discounts.
- Products damaged due to improper customer usage or external impacts.
- All shipping costs incurred during returns are borne by the customer.
9. Refund Policy
- General principle: Aloura Co., Ltd. does not refund customers.
- Exception: only refunds if Aloura cannot deliver due to out-of-stock or business
discontinuation.
- Refund method and processing time:
- Refund will be made via the original payment method.
- Processing time: 07 – 10 business days.
- Aloura Co., Ltd. is not responsible for delays from banks or payment gateways.
10. Warranty Policy
- Aloura products are warranted for 07 days against manufacturing defects such as
stitching, zippers, or accessory damage.
- The warranty does not apply to natural wear, incorrect washing, impacts, external
damages, or customer modifications.
11. International & Foreign Currency Payment Policy
- If customers pay with foreign currency, the issuing bank or payment gateway will convert
it to VND at the exchange rate at the transaction time.
- All currency conversion fees, international transaction fees, and bank fees are borne by
the customer.
12. Payment Security & Safety Policy
- The website alouraltd.com is secured using SSL encryption and international security
measures.
- Payments via credit/debit cards require 3D Secure (3DS) authentication.
- Once the transaction is successfully authenticated via 3DS, the cardholder is fully
responsible. Aloura Co., Ltd. is not liable if the cardholder exposes information,
shares OTP, or unauthorized transactions occur.
- Customers must secure their card information, OTP, 3DS code, and personal devices.
13. Anti-Fraud & Anti-Money Laundering Policy
- Aloura Co., Ltd. reserves the right to hold or cancel orders if any abnormal activity is
detected, such as unauthorized card use, money laundering, promotion abuse, or other
fraudulent behavior.
- All suspected cases will be reported to the issuing bank and relevant authorities.
14. Data Storage Policy
- Order and transaction information will be stored by Aloura Co., Ltd. for at least 1 year
or according to Vietnamese law.
- Upon official request from authorities, Aloura will provide data legally.
15. Policy for International Customers
- All transactions on alouraltd.com are governed by Vietnamese law, regardless of customer
nationality or residence.
- Disputes will be resolved in competent courts in Vietnam.
- The official language of terms is Vietnamese. Translations are for reference only.
16. Refusal of Delivery Policy
- If a customer refuses delivery without valid reason, the order is considered invalidly
canceled.
- The customer loses all payment made.
- If the customer still wants the goods, they must pay all additional shipping costs.
17. Notification & Contact Policy
- All official notifications, confirmations, or contacts from Aloura Co., Ltd. will be
sent via:
- Customer registered email.
- SMS or call to the provided phone number.
- Customers must monitor and respond promptly. Lack of response will be considered
agreement.
18. Taxes & Fees Policy
- Product prices displayed on the website are final, including:
- Taxes as per law.
- Card/transaction fees.
- Shipping fees (if any).
- Customers do not need to pay any additional fees beyond the listed price at the time of
order.
19. Ownership Policy
- Ownership of goods is officially transferred to the customer only after Aloura Co., Ltd.
receives full payment.
- Once owned, the goods belong to the customer and the order is non-refundable.
20. Purchase Limit & Transaction Refusal Policy
- Aloura Co., Ltd. may refuse or limit the number of products in an order if:
- Reselling or speculative purchase is detected.
- Customer has a history of order cancellations, dishonest disputes, or fraud.
- Aloura’s decision is final and effective immediately.
21. Force Majeure Policy
- Aloura Co., Ltd. is not liable for any damage or delay if caused by force majeure events
such as natural disasters, epidemics, fires, wars, strikes, telecom infrastructure
failures, or third-party system errors.
- In such cases, Aloura may postpone, suspend, or cancel orders without compensation.
22. Liability Limitation & Disclaimer
- Maximum liability of Aloura Co., Ltd. does not exceed the order value paid by the
customer.
- Aloura is not responsible for:
- Bank/payment gateway errors.
- Delivery issues beyond control.
- Indirect damages or loss of profit.
- Errors from customer-provided information.
23. Policy Effectiveness & Changes
- This policy takes effect from the date published on the website.
- Aloura Co., Ltd. reserves the right to modify or adjust the policy at any time without
prior notice.
- In case of conflicts with other policies on the website, this policy will take
precedence.
- If any provision is invalid under law, the remaining provisions remain effective.
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