RETURNS & EXCHANGES

GENERAL

At BY ALIA, we are committed to delivering high-quality products and services. While we strive for complete customer satisfaction, we do not offer returns or exchanges under normal conditions.

RETURN AND EXCHANGE POLICY

1. Eligibility:

Products eligible for returns and exchanges must be unused, in their original packaging, and in the same condition as received. Items should not be used, washed, or damaged. All original tags, labels, and accessories must be intact.

2. Timeframe:

Customers can request a return or exchange within 30 days of receiving the product. This allows sufficient time to inspect the product and ensure it meets expectations.

3. Condition:

Returned items must be in pristine condition—unused, unworn, unaltered, and with all original packaging. Items that show signs of use, damage, or modifications will not be eligible for return or exchange.

4. Refund Process:

  • Upon approval of a return request, refunds will be processed via the original payment method within 7-10 business days.
  • Customers will receive an email notification once the refund is processed.
  • The actual refund appearing in the account may vary depending on the payment provider.

5. Exchange Process:

  1. Contact Customer Support – Reach out within 30 days of receiving the product.
  2. Provide Order Information – Share order details and the reason for exchange.
  3. Verification – We will review the eligibility of the item(s).
  4. Select a Replacement – If eligible, choose a replacement item.
  5. Price Adjustments – Any price differences between exchanged items will be managed accordingly.
  6. Return Shipping Instructions – Follow the provided instructions for returning the original item.
  7. Receive the Replacement – After we receive the returned item, the replacement will be shipped.

6. Shipping:

Customers are responsible for return shipping costs. These costs are non-refundable. We recommend secure packaging and insurance to prevent damage during transit.

7. Procedure:

  1. Contact Customer Support – Email Byalia.dubai@hotmail.com to initiate a request.
  2. Provide Order Information – Include order number, items for return/exchange, and the reason.
  3. Submit Request – Follow the instructions given by our team.
  4. Await Approval – Our team will review and approve eligible requests.
  5. Receive Confirmation – Once approved, you will receive confirmation and further instructions.
  6. Return or Exchange Processing – Ship the item as per the instructions.
  7. Completion – Upon receiving and verifying the item, we will process the refund or exchange.

8. Communication:

Customers will receive timely email updates regarding the status of their return or exchange.

9. Liability:

  • Customers must ensure the returned items meet the eligibility criteria.
  • BY ALIA is responsible for processing approved returns and exchanges.

10. Exceptions:

  • Items marked as final sale are non-returnable and non-exchangeable.
  • Personalized or custom-made products cannot be returned or exchanged.

11. Dispute Resolution:

We aim to handle disputes fairly. For concerns, contact our customer support team for prompt resolution.

DEFECTIVE PRODUCTS

1. Quality Assurance:

We conduct thorough quality checks at various production and packaging stages to ensure all products are defect-free.

2. Notification of Defect:

If you receive a defective product, notify us within 48 hours of receiving the item by emailing Byalia.dubai@hotmail.com . Provide the following details:

  • Order number
  • Description of the defect
  • Clear photos/videos showing the defect

3. Return Process for Defective Items:

  • Contact us within 48 hours with defect details.
  • Upon approval, securely pack the item and ship it to our return address.
  • Once received, we will assess the defect and offer a replacement, store credit, or refund (if eligible).

4. Investigation:

We will conduct a thorough inspection upon receiving the defective product. This includes documentation review and internal quality checks.

5. Refund or Replacement:

  • Refunds are only issued in exceptional cases, at our discretion.
  • Generally, we offer replacements instead of refunds.

6. Brand Discretion:

The final decision on refunds and replacements rests with BY ALIA.

CANCELLATION POLICY

1. Eligibility:

Customers may cancel their order within 24 hours of placing it. After this period, cancellation requests may not be accommodated.

2. Timeframe:

  • Orders must be canceled within 24 hours of placement.
  • Contact customer support immediately with your order number.

3. Refund Process:

  • If a cancellation is approved, refunds will be issued as store credit, valid for one month.
  • Processing refunds may take 7-14 business days from the cancellation approval date.

4. Exceptions:

The following items cannot be canceled or refunded:

  • Final sale items
  • Personalized or custom-made products

5. Procedure:

To cancel an order, email Byalia.dubai@hotmail.com with your order number and reason for cancellation.

6. Communication:

Customers will receive an email or SMS confirmation of the cancellation request status.

7. Liability:

  • Customers must provide accurate order details and cancel within the timeframe.
  • [Your Store Name] is responsible for processing cancellations in accordance with this policy.

8. Policy Updates:

Any changes to the cancellation policy will be communicated via email and updated on our website.

For any further questions, contact us at Byalia.dubai@hotmail.com