A. REFUND ELIGIBILITY
The Customer is entitled to a refund if a cancellation request is submitted within five (5) working days from the date of receipt of the parcel and is accepted by Alrento. Upon acceptance and receipt of the returned Product in good condition, Alrento will process the refund within thirty (30) working days, and the amount will be credited back to the original payment method used for the order.
B. NON-REFUNDABLE SITUATIONS
Alrento does not accept returns or provide refunds for the following situations:
This above list is not exhaustive, and Alrento reserves the right to determine other situations where returns or refunds may not be applicable.
C. GROUNDS FOR REFUND
The Customer is eligible for a refund under the following circumstances, subject to Alrento’s verification:
| Grounds for Refund | Criteria |
| Receipt of Expired Product | Product must be in its original packaging and in unused condition. |
| Receipt of Incorrect Product | Product must be in its original packaging and in unused condition. |
| Lost and/or Undelivered Parcel | Confirmation of delivery status by the delivery partner. |
D. REQUESTING A REFUND AND INFORMATION REQUIRED
To request a cancellation or refund, the Customer must contact their sales representative if the issue falls under Item C above. After the sales representative verifies the request, the Customer must report to Alrento’s Careline at 1800-888-111 within five (5) working days from the date of receipt of the parcel for further processing.
Then reporting to Alrento’s Careline, the Customer must provide the following information and supporting documents for refund requests:
E. RETURN PROCESS AND CONFIRMATION
If the refund request is approved, the Customer will receive a confirmation email with a return consignment number. The Customer must then return the parcel to Alrento’s delivery partner at any DHL hub within five (5) working days from receiving the confirmation email. Only one free return delivery is allowed per invoice.
F. CONDITION OF RETURNED PRODUCTS AND MULTIPLE PRODUCTS
The return parcel must be in its original condition. Alrento reserves the right to reject returned Products that do not meet this requirement. If an invoice includes multiple products, the Customer must return all items; partial returns are not accepted.
G. ORDER CANCELLATION BY Alrento
Even after an order has been accepted and all relevant payments have been made by the Customer, Alrento reserves the right to cancel any order at its discretion. This includes situations where the Product becomes unavailable after processing. The Customer will be notified via email, and a refund will be issued to the original payment method.
H. UNAUTHORISED PURCHASES
Purchases made through unauthorised platforms or sales persons are not eligible for returns or refunds.
I. POLICY COMPLIANCE
Alrento reserves the right to reject any cancellation or refund request that does not comply with the conditions specified or for any other reasons deemed appropriate by Alrento.
