We want you to be happy with your Alyana purchase. If something goes wrong with your order, please contact us so we can help.
Damaged or Faulty Products
If your product arrives damaged, defective or faulty, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or video showing the issue
- Photographs of the product packaging where relevant
We may need this information to assess the issue and work with our supplier or fulfillment partner.
Where a product is confirmed to be faulty, damaged, or otherwise eligible for a remedy, we will work with you to provide an appropriate solution in accordance with applicable Australian consumer law.
Incorrect Product
If you receive an item that is different from what you ordered, contact us as soon as possible with your order number and photographs of the product received.
We will investigate the issue and arrange an appropriate solution.
Change of Mind
Change-of-mind returns are subject to the applicable product and supplier return conditions.
Some products may not be eligible for change-of-mind returns, particularly where the supplier does not accept them or where the product is made to order, personalized, hygienic, or otherwise excluded.
Please contact us before returning any product so we can confirm whether a return is available and provide the appropriate instructions.
Return Authorization
Please do not send a product back without contacting us first.
Returns sent without prior authorization may be delayed or may not be accepted.
Refunds
When a refund is approved, it will generally be processed back to the original payment method.
The time for the funds to appear in your account may depend on your payment provider or financial institution.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
Our policies do not replace your statutory consumer guarantees.
Contact Us
If you need help with a return, damaged product, faulty item, or refund, please contact Alyana through our Contact page and include your order number and relevant details.