Refund Policy for ALO Yogu

At ALO Yogu, we want you to be fully satisfied with your purchase of yoga wear and accessories. This Refund Policy outlines the terms and conditions for requesting and processing refunds, including eligibility requirements, timelines, and procedures. By placing an order on our website (the “Site”), you agree to comply with this Refund Policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

To qualify for a refund, your return must meet all of the following criteria:

  • Timeframe: The request for a refund must be initiated within 60 days of the delivery date of your order. Requests made after this period will not be accepted, unless required by applicable law.
  • Product Condition: Returned products must be unused, unworn, and undamaged, with all original tags, packaging, and accessories (e.g., product labels, dust bags, care guides) intact. Products that have been washed, altered, stained, or damaged by you will not be eligible for a refund.
  • Eligible Products: Most regular-priced products are eligible for refunds. The following items are excluded from our refund policy:
  • Final sale or clearance items (clearly marked as “Final Sale” on the Product page at the time of purchase);
  • Custom or personalized products (if applicable, as these are made to your specific requirements);
  • Gift cards (gift cards are non-refundable and non-transferable, except where required by law).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number, confirmation email, or receipt. This helps us verify your order details and process your refund efficiently.

2. How to Request a Refund

Follow these steps to initiate a refund:

Step 1: Submit a Refund Request

Contact our customer service team at [email protected] to start the refund process. In your email, please include:

  • Your full name (as it appears on your order);
  • Your order number (found in your order confirmation email or account order history);
  • The name(s) of the product(s) you wish to return for a refund;
  • The reason for your refund request (e.g., size mismatch, change of mind, defective product);
  • Photos of the product (if applicable, e.g., for defective or damaged items) to help us assess the issue.

Step 2: Receive Return Authorization (RA)

Once we review your request and confirm eligibility, we will send a Return Authorization (RA) number and detailed return instructions to your email within 1–2 business days. The RA number is mandatory for processing your return—please write it clearly on the outside of your return package. Do not ship products without an RA number, as they may be rejected or delayed.

Step 3: Ship the Returned Products

Package the eligible products securely to prevent damage during transit. We recommend using a trackable shipping method (e.g., USPS, UPS, DHL) for your return, as we are not responsible for lost, stolen, or damaged return shipments.

  • Return Shipping Costs: You are responsible for covering the cost of return shipping, unless the refund is due to an error on our part (e.g., we shipped the wrong product, the product was defective upon arrival, or we sent an incorrect size). In such cases, we will provide a prepaid shipping label or reimburse your reasonable return shipping costs (please include a copy of your shipping receipt for reimbursement).
  • Return Address: Use the address provided in the RA email—do not ship to our general warehouse address, as this may cause delays.

Step 4: Product Inspection

Once we receive your returned package (typically within 3–7 business days of shipment, depending on your location), our team will inspect the products to confirm they meet the eligibility criteria outlined in Section 1. We will notify you via email within 2–3 business days of receiving the package to confirm either:

  • Approval of your refund (if the products meet all requirements); or
  • Rejection of your refund (if the products are ineligible, with a detailed explanation of why).

3. Refund Processing Timelines and Details

3.1 Refund Approval and Disbursement

If your refund is approved, we will process the refund to the original payment method used for your purchase (e.g., credit card, debit card, PayPal) within 1–2 business days of inspection approval.

  • Refund Currency: All refunds are processed in United States Dollars (USD), consistent with our pricing policy. If your original purchase was made in a different currency (due to currency conversion by your payment provider), the refund amount will be converted back to your local currency at the current exchange rate of your payment provider. ALO Yogu is not responsible for any fees or fluctuations in exchange rates imposed by your bank or payment processor.
  • Refund Amount: You will receive a full refund of the product purchase price (excluding any original shipping costs, though ALO Yogu offers free global shipping on all orders, so this rarely applies). If your order included a promotional discount or gift with purchase, the discount will be pro-rated, and the gift must be returned (unused) to qualify for a full refund.

3.2 Refund Arrival Time

While we process refunds promptly, the time it takes for the refund to appear in your account depends on your payment provider’s processing times. Typically:

  • Credit/debit card refunds: 5–10 business days (some banks may take longer, especially for international transactions);
  • PayPal or digital wallet refunds: 3–5 business days;
  • If you do not receive your refund within the expected timeframe, please contact your payment provider first (as delays often occur on their end). If the issue persists, reach out to our customer service team at [email protected] with your refund reference number.

4. Special Cases and Exceptions

4.1 Defective or Damaged Products

If you receive a product that is defective, damaged, or has a manufacturing defect (e.g., broken seams, incorrect stitching, faulty zippers) upon delivery, please contact us within 7 days of receiving the order. Include photos of the defect/damage and your order number in your email. We will:

  • Cover the cost of return shipping (by providing a prepaid label);
  • Process a full refund to your original payment method without requiring you to return the product (in some cases, to avoid inconvenience); or
  • Offer to send a replacement product (if available) at no additional cost, instead of a refund (your choice).

4.2 Incorrect or Missing Products

If we shipped the wrong product (e.g., wrong size, color, or style) or if an item is missing from your order, please notify us within 5 days of delivery. Provide your order number and photos of the received products (and packaging) to help us resolve the issue. We will:

  • Ship the correct product to you for free (if available); or
  • Process a full refund for the incorrect/missing item within 1–2 business days, with no return required for the incorrect product (we may ask you to donate or discard it to avoid shipping delays).

4.3 Cancelled Orders

If you cancel an order before it has been processed or shipped (typically within 1–3 business days of order placement), we will process a full refund within 2–3 business days of cancellation. If the order has already been shipped, you will need to follow the regular return and refund process outlined in Section 2.

5. Refund Denials and Appeals

We may deny a refund request if:

  • The product does not meet the eligibility criteria (e.g., used, damaged, beyond the 60-day window);
  • The RA number is missing or invalid;
  • No proof of purchase is provided;
  • The product is a final sale or excluded item.

If your refund is denied and you believe the decision is incorrect, you may submit an appeal by replying to the denial email with additional information (e.g., new photos, clarification of the issue). Our team will review the appeal within 3 business days and notify you of the final decision.

6. Contact Us

If you have any questions, concerns, or need assistance with a refund, please contact our customer service team at:

  • Email: [email protected]
  • We respond to all refund-related inquiries within 1–2 business days and will work with you to resolve any issues promptly.

Note: This Refund Policy is subject to change without prior notice. Any updates will be posted on this page, and the “last updated” date will be revised. Your continued use of the Site after changes are posted constitutes your acceptance of the updated policy.