Refund Policy

This Refund Policy is formulated by aloha-collectionussale.com to standardize the return application, refund review, refund execution, fund arrival and related constraint rules of all orders on the platform. This policy is applicable to all users who complete purchase transactions on aloha-collectionussale.com, and is associated with the Return Policy of the platform. All refund behaviors on the website must be carried out in strict accordance with the terms hereof. The purpose of formulating a standardized refund policy is to fully protect the legitimate consumption rights and interests of customers, standardize the after-sales operation process of the platform, and maintain a fair and orderly shopping environment for all users. All terms of this policy are based on the principle of fairness, rationality and transparency, and cover all links from return application to final fund arrival.

Combined with the 60-day free return service of aloha-collectionussale.com, all eligible returned goods will trigger the corresponding refund process. Only the products that meet the return conditions and complete the formal return procedures can enter the official refund review link. We implement a unified standard of 60-day return window for all commodities on the platform. The calculation starting point of the 60-day return period is the date when the customer signs for and receives the package. Within 60 days from the signing date, customers who are not satisfied with the purchased products, or have product quality problems, order errors and other legitimate reasons, can initiate a return and refund application to our platform. Applications beyond the 60-day return period will not be accepted in principle, unless there are special quality problems confirmed by our professional inspection team.

All products sold on aloha-collectionussale.com are ALOHA Collection splash-proof travel bags, backpacks, duffles, weekender bags, pouches and other travel accessories. To be eligible for a full refund, the returned products must remain in original unused condition, with complete original packaging, labels, tags and attached accessories. The products shall not have artificial damage, stains, scratches, water soaking, wear, disassembly, modification or secondary use traces. If the product is damaged, polluted or lost accessories due to the customer’s personal use, storage or improper carrying, the return and refund application will be rejected.

All transactions on aloha-collectionussale.com are settled in United States Dollar (USD), so all refund funds will also be settled in USD uniformly. We do not support currency conversion refund, and the refund amount is calculated according to the actual payment amount of the customer’s original order. The free shipping service enjoyed by the original order is a platform benefit, and it will not be deducted from the refund amount separately when returning goods for refund. Our platform provides free return service, so customers do not need to bear additional return shipping fees, which is included in our full after-sales guarantee.

According to different application reasons and order status, the refunds on aloha-collectionussale.com are divided into three main categories: pre-delivery order cancellation refund, post-receipt return refund, and partial refund for abnormal products. All types of refunds follow independent process specifications and time limit rules.

If the customer places an order and completes the payment, but the warehouse has not yet arranged shipment (within 1-3 business days of order processing period), the customer can apply for order cancellation and full refund independently. After receiving the cancellation application, our order management team will review it within 1 business day. Once the review is passed, the refund process will be started immediately. Since the goods have not been shipped, there is no logistics cost or product loss involved in this type of refund, and we will refund 100% of the actual payment amount of the customer.

If the order has been handed over to the logistics carrier and officially shipped, the application for direct cancellation of the order will no longer be accepted. At this time, the customer can only wait for the package to be delivered, and then initiate a return and refund application after receiving the goods in accordance with the post-receipt return rules.

This is the most common refund type, corresponding to the 60-day free return service. After the customer receives the goods and confirms that the products meet the return conditions, complete the online return application on aloha-collectionussale.com, fill in the return reason, upload the real photos and videos of the products, and send the goods back to the designated return address in accordance with the return guidelines. After our warehouse receives the returned goods, the quality inspection team will inspect the returned products comprehensively to confirm whether they meet the return standards.

After the inspection is passed, the refund department will officially start the refund procedure. The whole cycle from the completion of product inspection to the arrival of refund funds is 5 to 10 business days. Business days do not include weekends and statutory holidays. This time period covers internal financial review, fund scheduling, payment channel processing and other links. All full refunds will return all the actual payment amount of the original order to the customer’s original payment account. We do not set any deduction items under the premise of complying with return rules.

Partial refund is applicable to the situation where individual products in the order have minor quality problems, partial damage or order quantity errors, and the customer chooses to retain most of the goods and does not make a full return. Customers need to take clear pictures and videos of the abnormal parts of the products as proof materials when applying for partial refund. Our customer service and quality inspection team will evaluate the loss level and determine the reasonable partial refund amount after verifying the proof. After both parties confirm the refund amount, the finance team will complete the partial refund within 5 to 10 business days and transfer the funds to the original payment account. Partial refund will not affect the after-sales rights of other qualified products in the order.

The core refund processing time standard of aloha-collectionussale.com is 5 to 10 business days, which is applicable to all post-receipt return full refunds and partial refunds. After our warehouse completes the inspection of the returned goods and confirms that the return is valid, the 5-10 business days refund cycle will start to calculate. During this period, our internal departments will complete multi-link review work to ensure the accuracy and safety of fund transactions.

It should be noted that the 5-10 business days is the internal processing cycle of our platform. The final arrival time of the refund funds will also be affected by the processing efficiency of the customer’s payment institution, bank system or third-party payment channel. Individual banks or payment platforms may have a certain delay in fund arrival, which is an objective factor beyond our control. If the customer finds that the refund has not arrived after exceeding 10 business days, you can contact our customer service team via support@aloha-collectionussale.com, and we will help you check the refund progress and the processing status of the payment channel.

We will record all refund records in the customer’s personal order account of aloha-collectionussale.com. Customers can log in to the account at any time to view the refund application time, review status, processing progress and refund amount details, and all refund records are permanently retained in the system for customers to inquire.

In order to maintain the normal operation of the platform and reasonable rights and interests of the platform, we will reject the refund applications that do not conform to the rules. The main rejection scenarios are as follows: First, the return application is initiated beyond the 60-day return period without special quality problems confirmed by our inspection team. Second, the returned products have obvious use traces, artificial damage, stains, missing original packaging, labels and accessories, which do not meet the return conditions. Third, the customer deliberately damages the products or falsifies problem proof materials to apply for refund. Fourth, the goods are lost, damaged or missing due to the customer’s improper storage, carrying or self-transportation after receiving the goods. Fifth, the free gifts, additional accessories and other non-main product items that are used or damaged alone apply for separate refund.

For all rejected refund applications, our customer service team will send a detailed rejection explanation to the customer through account messages or emails, specifying the specific reasons for rejection and corresponding rule clauses. If the customer has objections to the rejection result, you can provide more valid proof materials to apply for secondary review within the specified time.

aloha-collectionussale.com provides free return service for all eligible return orders, so customers do not need to bear any return shipping fees. All logistics costs generated during the return process are fully borne by our platform. There is no handling fee, service fee, restocking fee, depreciation fee and any other hidden fees in all refund links. The refund amount is strictly calculated based on the actual payment amount of the customer’s original order, and we will not deduct any fees for any legitimate return and refund application.

If the returned goods are lost or damaged again during the return transportation due to the customer’s improper packaging or selection of logistics carriers, the refund application will be terminated, and the relevant losses shall be borne by the customer. We suggest that customers use reliable logistics service providers and complete waterproof and shockproof packaging when returning goods, to ensure that the products can be delivered to our return warehouse intact.

aloha-collectionussale.com has the right to adjust and update this Refund Policy according to the changes of platform operation, after-sales service rules and relevant industry norms. All updated contents will be published on the obvious position of aloha-collectionussale.com, and the new policy will take effect automatically after publication. Customers’ continued use of the platform’s return and refund service means that they accept the updated policy terms.

If you have any questions about refund application, refund progress, refund rules, rejected applications and other related content, please contact our dedicated customer support email support@aloha-collectionussale.com. For media cooperation and policy publicity consultation, please send emails to press@aloha-collectionussale.com; for wholesale customers’ bulk order refund rules consultation, please communicate through wholesale@aloha-collectionussale.com. Our professional team will reply to all your questions in a timely manner. This Refund Policy is exclusively interpreted by aloha-collectionussale.com.