Return Policy

Your Shipping Selection Comes with Trade-Offs

Choosing the FREE SHIPPING (Without Tracking) method means you'll receive a Proof of Shipping from us, but you won't have the ability to follow your package's journey. The possibility of non-delivery rests with you in this scenario. Should 60 days pass without your order arriving, the matter moves to our tier 2 support team, and we will refund your money, no questions asked.

For any order over $75, we strongly advise selecting STANDARD SHIPPING (With Tracking). This gives you continuous visibility on your package's location right up to the point of delivery.

Initiating a Return

You have a window of 45 days from receiving your order to get in touch with us if you're looking to send something back. When you do, your order number and the reason for your return are essential pieces of information. Our customer service team will assess the request and, upon approval, provide the next steps.

Returns are only accepted for purchases made directly through https://alohalook.com. Anything bought from an authorized retailer must be handled through that retailer's own return process.

The item itself needs to come back to us unused, in the same condition that we sent it to you, and inside its original packaging with all accessories, manuals, and documentation included. We cannot accept items with stains, folded cards, or broken seals/plastic foiling. If the condition of the product we receive back isn't acceptable, we reserve the right to not refund or exchange. Personalized products are final sale and cannot be refunded or exchanged.

What Can't Be Sent Back

We won't process returns for items purchased through retailers, incorrect products you've bought, or products damaged through customer mishandling. A return attempted without a receipt may be refused, and Alohalook reserves the right to deny any return.

When an Item Arrives Faulty, Wrong, or Damaged

If you've received a faulty unit, the wrong product, or are simply not satisfied, reach out to our Customer Support team to begin the return process. You'll need to supply your order number, proof of purchase, a video or photo of the faulty product (if applicable), your complete delivery address, and a contact telephone number. In some cases, providing that video or photo of the defective product is necessary as proof before we can issue a refund or replacement.

After You've Placed the Order

To modify or cancel an order, contact us as soon as possible with your order number and the modification you would like to make. We'll confirm once it's done. Be aware that any cancellation after an order has been placed incurs a cancellation fee of 30% of the Total Price, regardless of how quickly you cancel—even if it is just a second later. This is because the merchant processor/credit card charges us a fee for cancellations. Orders that have already been packed or shipped cannot be canceled.

The Refund Process

Processing a return can take up to 14 business days from the day we receive it. We'll send a confirmation email once it's processed. Depending on the situation, a full or partial refund will be issued for the returned items.

Refunds go back to your original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 14 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your account is up to the bank, so contact them directly if you have questions about posting times. If you haven't seen the credit yet, checking with your bank or credit card company is the right first step, as it may take some time before the refund is posted to your account.

To obtain the return address, please contact our Customer service at [email protected]. Once we see that the logistics status is normal, we will process the refund for this order as soon as possible; the refund time is within 30 days of receiving the goods.