Returns and Refunds Policy
We want you to be happy throughout your shopping experience with us and totally satisfied with everything we sell.
There may be times when you need to return a product purchased online or from one of our retail partners. We understand this can be inconvenient and frustrating. This policy is designed to help make returns and refunds with us easy.
Rest assured, the benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law.
When should I return my product?
We may offer you a replacement, credit or refund within 30 days of purchase where products have a major failure, such as:
- when a product is faulty
- when a product has been wrongly described
- when a product is different from a sample shown to you; or
- when a product does not do what it is supposed to do
What if my item is faulty or has been damaged during shipping?
If you believe your item has arrived faulty or has been damaged during shipping, please email us at admin@alohra.com.au. You will be asked to provide your order details and you may be asked to send photos of your item.
Where do I return my product?
Regardless of how you purchased your items, you can return your product via post.
How do I return a product?
How to return via Australia Post
Before returning any items to us you will need to email us at admin@alohra.com.au where our admin team will be able to assist you.
Where do I post my return to?
Once you have emailed us regarding your return, please send your item/s to:
Alohra International Pty Ltd
229 The Entrance Road
Erina NSW 2250
Who pays for your Australia Post return?
You are responsible for paying for the cost of return postage and tracking.
How to track your Australia Post return
For all returns via Australia Post, please keep your tracking number until the return is finalised.
To track your return please see Australia Post tracking (link to https://auspost.com.au/mypost/track/#/search)
Returns via Courier
You may choose to return your item via an alternative courier.
Before returning any items to us you will need to email us at admin@alohra.com.au where our admin team will be able to assist you.
Where do I direct my return to?
Once you have emailed us regarding your return, please send your item/s to:
Alohra International Pty Ltd
229 The Entrance Road
Erina NSW 2250
Please ensure your item is delivered within business hours.
Who pays for expenses related to my return?
For products returned in-store, any expenses related to the return will be paid by you.
For items returned via post or courier, you are responsible for all costs.
How are returns assessed?
Our friendly team members will assess whether your product needs to be repaired, replaced or refunded.
If your product is assessed as having a minor fault it may be repaired and returned to you within a reasonable time frame. If the product is deemed to have a major flaw, we will offer you a replacement or refund.
Are any products excluded from your Returns Policy?
Certain products are excluded under our Returns Policy for change of mind, these include:
- clearance items
- Gift Cards
- wetsuits or other swimwear (hygiene reasons)
In some cases, a refund, replacement, or repair may not be offered if:
- you have simply changed your mind
- your product has been substantially modified
- there is evidence that your product has been used in a way that is contrary to user instructions or packaging labels
What are my rights under the Australian Consumer Law?
The products we sell come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
You are entitled to have the goods repaired or replaced if they fail to be acceptable quality and the failure does not amount to a major failure.
What happens if I’m not happy with the outcome of my return assessment?
If you feel that your rights under consumer law or our Returns Policy have not been met, please let us know by emailing us at admin@alohra.com.au or sending a letter to:
Alohra International Pty Ltd
229 The Entrance Road
Erina NSW 2250
How will my personal information related to my return be kept private?
We will only collect, use and disclose your personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Commonwealth).
See our Privacy Policy