RETURN POLICY
Allora USA will accept returns within 30 days of the original date of purchase.
Written authorization from an Allora USA representative is required for all returns.
- Products must be returned to Allora USA in undamaged, unused condition with original packaging and all accessories included.
- Products must be approved for return by Allora USA before sending. Any items returned without authorization will be subject to disposal and ineligible for credit.
- For items damaged in transit, please email sales@allorausa.com
- Any missing product(s) will be deducted from your refund.
- The customer is responsible for return shipping costs.
- All returns are subject to a 20% restocking fee (Returns for damaged, defective or missing items are excluded from these fees).
Note: Returns to Allora USA are only accepted for orders placed directly from Allora USA. If your item was purchased through another source, please reach out to that seller for return assistance.
DAMAGED RETURNS
Requirements for Parcel Returns
To submit a damage claim correctly, we require clear images of the damaged product and its packaging. These images are essential because it helps us assess the cause of the damage. The photos we require must show the damage to the goods, the external packaging, as well as the material on the inside of the package.
Requirements:
- Photo of Damaged Item & Packaging: Take a clear photo of the damaged item, showing how it was packaged inside the box.
- Close-up photo of Shipping Label: Provide a close-up photo of the shipping label with the tracking number visible.
- External Damage Photo: Submit a photo of the outside of the package, clearly showing any visible damage to the box.
- Package Dimensions: Include the dimensions of the box (height, length, width).
Important
- Do not provide only a close-up or zoomed photograph of the damaged item(s).
- The entire item(s) must be photographed.
- All photos must be clear.
- Retain damaged item(s) as well as the packaging until your claim is settled. Carrier may want to pick up the damaged item and its packaging.
- Provide the current location of the damaged product.
*** Failure to provide all documents and failure to follow any of the instructions listed above will result in the claim being rejected.
Requirements for Freight Returns
If you have received a damaged freight shipment, please contact us immediately. For the product claim, we require clear images of the damaged product and its packaging. These images are essential because it helps us assess the cause of the damage. The photos we require must show the damage to the goods, the external packaging, as well as the material on the inside of the package.
Requirements:
- Full Pallet Photo: Take a photo that shows the entire pallet, including the top and bottom.
- Photo of Damaged Item(s): Photograph the damaged item(s) clearly and ensure the damage is visible.
- Photo of Shipping Labels & Pallet Documents: Provide a close-up of the shipping label and any attached documentation (e.g., packing slips).
Important
- Do not provide only a close-up or zoomed photograph of the damaged item(s).
- The entire item(s) must be photographed.
- All photos must be clear.
- Retain damaged item(s) as well as the packaging until your claim is settled. Carrier may want to pick up the damaged item and its packaging.
- Provide the current location of the damaged product.
*** Failure to provide all documents and failure to follow any of the instructions listed above will result in the claim being rejected.
