RETURNS AND REFUND POLICY
Thank you for shopping at AROHA! We want to make sure you are completely satisfied with your purchase. Please review our return policy below for activewear items:
Returns:
- We accept returns within 20 days from the date of purchase.
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To be eligible for a return on faulty products the item must be unused, unwashed, and in the same condition as received, with all tags and labels attached.
- We do not accept refunds for change of mind or incorrect size of choice. Alternatively a store credit or exchange will be offered.
- FAULTY items will only be approved for refunds.
Return Process:
- Navigate to our ‘Return an Order’ tab at the bottom of the website.
- Enter your order number and email used to place the order.
- Once you are in the portal, you will be able to select which items you would like to return or exchange and reason why.
- Once your return is approved, we will provide you with a return authorisation and instructions on how to proceed.
Return Shipping:
- The customer is responsible for return shipping costs unless the return is due to a manufacturing defect or an error on our part.
- We recommend using a trackable shipping method to ensure the safe return of your items.
Refunds:
- Refund Policy
At AROHA. we strive to provide our customers with the best shopping experience possible. We understand that sometimes a product may not meet your expectations or there may be a need for a refund. To ensure transparency and fairness, we have implemented the following refund policy:
1. Eligibility for Refund:
You may be eligible for a refund if you meet any of the following criteria:
- The item you purchased is defective or faulty.
- You received the wrong product.
2. Timeframe for Refund Requests:
To request a refund, you must notify us within 10 days from the date of purchase. Refund requests made after this timeframe may not be accepted.
3. Refund Process:
To initiate the refund process, please follow these steps:
- Contact our customer service team through, email, or in-person at our store. Provide your order details, a clear explanation of the issue, and any supporting evidence such as photographs.
- Our team will review your request and determine if it meets the eligibility criteria for a refund.
- If approved, we will provide you with instructions on how to return the item.
4. Return Process:
When returning an item, please ensure that it is in its original condition, unused, and in its original packaging (if applicable).
- The return shipping costs may be your responsibility unless the return is due to our error.
5. Inspection and Verification:
Once we receive the returned item, our team will inspect it to verify the issue reported. We may contact you for further clarification or evidence if needed.
6. Refund Options:
If your refund request is approved, we offer the following refund options:
- Refund to the original form of payment: We will refund the amount directly to the credit card, debit card, or other payment method used for the purchase.
- Store credit: If you prefer, we can issue a store credit that can be used towards future purchases.
7. Refund Processing Time:
We strive to process refunds as quickly as possible. However, please allow 5-7 business days for the refund to be processed and reflected in your account. The exact timeframe may vary depending on your financial institution.
8. Exclusions:
Please note that our refund policy does not cover the following situations:
- Change of mind or buyer's remorse.
- Damage caused by misuse, mishandling
Damaged or Defective Items:
Store Policy for Faulty Items
At AROHA. we strive to provide high-quality products to our valued customers. However, we understand that there may be instances where a product is found to be faulty or defective. To ensure your satisfaction, we have implemented the following policy regarding faulty items:
1. Inspection upon Receipt:
Upon receiving your purchase, we kindly request that you inspect the item(s) thoroughly for any faults or defects. It is important to notify us immediately if any issues are discovered.
2. Reporting a Faulty Item:
If you find that the item is faulty or defective, please contact our customer service team within 5 days of receiving the product. You can reach us by email, or in person at our store. Provide us with your order details, a clear description of the fault, and any supporting evidence such as photographs if applicable.
3. Return or Exchange:
For faulty items, we offer the following options:
a. Exchange: We will gladly exchange the faulty item for a new, identical product, subject to availability. If the same item is not available, we will offer you a comparable alternative or store credit.
b. Repair: In some cases, where applicable, we may offer to repair the faulty item. Our customer service team will guide you through the repair process and provide estimated timeframes.
c. Refund: If neither an exchange nor a repair is feasible, we will provide a full refund for the faulty item. The refund will be issued in the original form of payment used for the purchase.
4. Conditions for Return or Exchange:
In order to qualify for a return, exchange, or refund for a faulty item, the following conditions must be met:
a. The item must be returned within 14 days of reporting the fault.
b. The item should be in its original packaging.
c. The fault or defect must not be a result of misuse, mishandling, or normal wear and tear.
5. Return Process:
To initiate the return process for a faulty item, please follow these steps:
a. Contact our customer service team to report the fault on customerservice@arohacollective.co
b. Pack the item securely, ensuring that it is protected during transit.
c. Ship the item back to us using a reliable shipping method. Please keep the tracking details
Final Sale/ Clearance Items:
At AROHA. we understand the excitement of finding great deals and discounts on clearance or sale items. However, due to the significantly reduced prices on these items, we have implemented a strict no refunds or exchanges policy for clearance or sale items. Please carefully read and understand the following policy before making a purchase:
1. Eligibility:
All clearance or sale items are final sale and are not eligible for refunds or exchanges. This policy applies to both in-store and online purchases.
2. Condition of Items:
All clearance or sale items are sold in their current condition. We make every effort to accurately describe the condition of the items, including any known defects or imperfections. Please review the product description and any provided photos before making a purchase.
3. Exclusions:
This policy does not apply if the item you received is significantly different from the description provided on our website or in-store. In such cases, please contact our customer service team immediately to discuss a resolution.
4. Defective or Damaged Items:
If you receive a clearance or sale item that is defective or damaged, please notify us within [7] number of days from the date of purchase. We will assess the situation on a case-by-case basis and may provide a remedy or replacement if deemed appropriate.
5. Exceptions:
We understand that exceptional circumstances may arise, and we reserve the right to make exceptions to this policy at our discretion. If you believe you have a valid reason for a refund or exchange of a clearance or sale item, please contact our customer service team to discuss your situation.
6. Final Sale Notice:
All clearance or sale items will be clearly marked as "Final Sale" in-store and online. By purchasing any clearance or sale item, you acknowledge and agree to our no refunds or exchanges policy.
We strive to provide accurate product descriptions and ensure customer satisfaction. However, due to the nature of clearance or sale items, we cannot accommodate refunds or exchanges. We appreciate your understanding and cooperation in abiding by this policy.
If you have any questions or concerns regarding this policy, please contact our customer service team for further assistance.
Shipping Policy:
Not Responsible for Lost or Stolen Parcels
At AROHA.we make every effort to ensure that your order is delivered safely and promptly. However, once the package has been handed over to the designated shipping carrier, we cannot be held responsible for any lost or stolen parcels. Please carefully read and understand the following policy before placing an order:
1. Delivery:
We utilize reputable shipping carriers to deliver your orders. Once your package is in their possession, the responsibility for safe and timely delivery rests with the carrier. We will provide you with a tracking number to monitor the progress of your shipment.
2. Lost or Stolen Parcels:
In the unfortunate event that your package is lost or stolen during transit, we are unable to assume responsibility. It is important to note that any claims or inquiries regarding lost or stolen parcels should be directly filed with the shipping carrier. We recommend contacting the carrier's customer service department to initiate an investigation.
3. Accurate Shipping Information:
To minimize the risk of delivery issues, please ensure that you provide accurate and complete shipping information at the time of purchase. This includes your correct address, contact details, and any specific delivery instructions. We are not responsible for any delivery issues arising from incorrect or incomplete information provided by the customer.
Thank you for choosing AROHA, and we appreciate your understanding and cooperation with our return policy!
