Alaufa Shipping, Cancellation & Refund Policies
Shipping Policy
Domestic Shipping:
We charge for Shipping on actuals. Normally orders placed before 1pm on a business day, we aim to ship the same day, providing card security checks are complete, payment received and stock availability is confirmed. Orders placed after 1pm will be shipped the next business day. Orders Received on Sunday or during H
olidays are dispatched the following Monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays. The orders cannot be shipped to PO boxes or military addresses, rural domestic addresses & pin-codes where Courier companies do not have service. Orders requiring engraving or any customization will require additional time and will be shipped in 10 working days. Any other taxes or levies charged by the government or local bodies are to be borne by customer. In case of international shipping, customs and other duties are to be borne by the customer. Typically paid by courier company and charged separately to you at time of delivery. In cases of refusal, either the cost of the goods or return service costs will be assessed. Cancellation of Order by User
• Cancellation of order within 6 hours without penalty, except the 4% Bank Charges
After placing an order, customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, you will have to get in touch with our Customer Support Team by sending an email giving your Order Number. General Scenario
In case we receive a cancellation messege and till that time the order has already been "processed" by us, the order cannot be canceled. Alaufa has complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by alaufa and accept alaufa decision regarding the cancellation. Cancellation of Order by Alaufa
Alaufa reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment been received. The 100% payment shall be refunded and the User shall be informed of the same. If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by Alaufa for re-delivery shall be claimed from the User. Replacement/ Return Policy by Alaufa
In 7 days except the following:
1. An item not returned in the condition it was received.
3. Any item received by us in a damaged condition.
4. Items sourced or delivered outside Malaysia.
5. Products perishable in nature
We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:
• the item may be damaged during transit
• or there might be a manufacturing defect
• or that a wrong item is delivered to you
In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement / return of item is made within the stipulated time-frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above. To get a replacement, email us your Order Number and the Reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return / replacement without our confirmation. Returns Policy
Our Return Policy:
• Replacement request must be made within 7 days of purchase and must not be part of above list. Since all our products are unique, we will replace with the nearest product we deem fit.
• There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.
• In case of a replacement, our logistics partners will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked, etc., the customer shall still be charged for the order.
• In case of perishable items or custom-made non-perishable items, neither Alaufa nor our enabling partners will be able to accept any returns or replacement of such items. Refund Policy by Alaufa
Cases of goods unavailability or service problem:
• If the item sent for replacement is not available, we will try to give you best possible alternatives, but at the end choice of customer will be final
• If the order is confirmed by us and order is not able to ship the product on time, then we give refunds to customer, if customer demands
• 100% refund will be given, if product is not available or vendor is not able to ship the products
• For courier products, If the delivery address is out-side the service area, then only 100% refund will be given
Cases of customer demanding refunds:
• Refund will be 90% of Order Cost, in case of customer don't want suitable and available replacement of product • In express-orders only 90% refund will be given, If the delivery address is out-side the service area
International Shipping & Return Policy:
Terms and Conditions
Each item in your order is sold by Alaufa. Those items for shipment to countries outside of the Malaysia may be subject to taxes, customs duties and fees levied by the destination country. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. With respect to each item for which Import duty fees have been calculated, you authorize Alaufa to designate a courier company or freight forwarder to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise, process and remit your actual Import duty fees for such item. The import duty may be collected by Courier Company on or before delivery. Limitations
For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products may not be designed in accordance with destination country standards, specifications, and labelling requirements; and the products may not conform to destination country standards. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Alaufa, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Privacy
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs and/or postal authorities. Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs and/or postal authorities in order to facilitate customs clearance and comply with local laws. About Customs, Duties & Taxes:
When ordering from Alaufa, you're responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the Malaysia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country. If customs clearance procedures are required, it can cause delays beyond our original delivery estimates. International Returns:
Items must be returned in their original packaging and in a re-saleable condition within 15 days of receipt of your goods. Alaufa does not reimburse any customs or import duties, brokerage fees, or taxes paid on shipments. These charges are the sole responsibility of the customer. We will refund the purchase price paid for the item, but we will not refund any shipping costs, duties, fees, or taxes. In addition, Alaufa reserves the right to charge you for any import duty or taxes paid while goods are returned and we are charged by custom department for recovering the returned package. You are responsible for all the costs associated with returning the goods back to us. Your refund will be processed once we receive your returned item. Note: The shipment of any returned product that might be shipped if there's a problem with the original shipment. If you return a product to us, you'll be the exporter from the original shipping destination responsible for compliance with all export laws of that country. Title and risk of loss transfer to us upon receipt at our warehouse. When you return goods, please mark your parcel as "returned goods" otherwise it may get held up at customs which will cause your refund to be delayed. Shipping Returned Merchandise:
We recommend shipping returned merchandise via courier or insured parcel post for tracking purposes. Alaufa does not take any responsibility for reimbursement or compensation in the event that any returned packages are lost, stolen, or mishandled. We do not refund shipping or insurance costs. Items Damaged in Shipping:
Alaufa is not responsible for items lost or damaged in shipping. However, all packages are insured; if your item is lost or damaged, please hold onto the item, with the original packaging, and call us immediately at 60132966257. We will contact Courier Company on your behalf and file an insurance claim. Once courier company has approved and paid the claim to Alaufa, we will forward the applicable amount to you (note: original insurance cost is not refundable). An email notification will be sent once the return has been processed.
