Refund policy

Right of Withdrawal

In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days after receiving your order.

To exercise this right, you must notify us by email within 14 days of delivery and include your order number.

After notifying us, you have an additional 14 days to return the item.

Return Eligibility

At Alune Luxe Hair, customers may inspect the product carefully upon delivery. However, products showing signs of use or handling beyond normal inspection cannot be returned for hygiene reasons.

To be eligible for a return:

The security label/tag attached to the hair bundle must remain fully intact and may not be removed.
The product must be unused, unworn, unwashed, unstyled, uncut and unaltered.
The product must be returned in its original packaging and condition.

Hygiene & Safety

For hygiene reasons, returns cannot be accepted if:

The security label/tag has been removed;
The product shows signs of wear, styling, brushing, washing, cutting, coloring or damage.

Any item returned in a condition that is unsuitable for resale may be refused.

We reserve the right to reject returns that do not meet these conditions.

Pre-Orders

Pre-order items are specially reserved and ordered for the customer.

For this reason:

Pre-orders cannot be cancelled once the order has been confirmed and processing has started.
Refunds for pre-orders are not issued before the item has been delivered.
After delivery, customers remain entitled to their legal right of withdrawal as described above.

If a pre-order item arrives defective or incorrect, please contact us immediately so we can provide a suitable solution.

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective or incorrect.

We strongly recommend using a tracked shipping service, as we are not responsible for lost or missing returns.

Refunds

Once the returned product has been received and inspected, approved refunds will be processed within 14 days to original payment method.

We reserve the right to reduce the refund amount if the product has been handled beyond what is necessary to inspect it.

Faulty or Incorrect Items

If you receive a defective, damaged or incorrect item, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos of the issue

We will assess the situation and provide an appropriate solution as quickly as possible.

At Aluna Luxe Hair, we are committed to delivering premium-quality products and carefully processing every order. Please review our cancellation policy below.

Order Cancellations (Standard Products)

Orders may be cancelled free of charge provided they have not yet been processed or shipped.

To request a cancellation, please contact our customer service as soon as possible and include your order number.

Once an order has been processed or shipped, cancellation is no longer possible. In such cases, customers may refer to our Return & Refund Policy after receiving the order.

Pre-Orders

Pre-order items are specially reserved and/or sourced specifically based on your purchase.

Therefore:

Pre-orders cannot be cancelled or modified once the order has been placed and confirmed.
Refunds are not issued before delivery of the pre-order item.
After delivery, customers remain entitled to their legal rights under our Return & Refund Policy.

By placing a pre-order, you explicitly agree to these terms and the estimated processing and delivery timeframe.