Refund & Returns

We want every ALA order to arrive exactly as expected. If something isn’t right, our support team is here to help.

Before accepting your order

When your order arrives, take a moment to check the parcel and the product whenever reasonably possible. If the package appears seriously damaged, incorrect, or has clearly been tampered with, please contact ALA support before opening it.

Our team is here to guide you through the next step.

Wrong or damaged product

If you receive a product different from what you ordered, or if the product has a genuine problem caused during manufacturing or delivery, please contact us with:

  • Your order number
  • Clear photos of the product
  • A photo or short video showing the problem, where reasonably possible

Once reviewed, we will communicate the appropriate resolution in line with our applicable policy.

Return eligibility

Products returned to ALA are generally expected to meet these conditions:

  • In original condition, unused except for reasonable inspection
  • Returned with original packaging where applicable
  • Free from intentional damage
  • Accompanied by relevant order information

Items that may not qualify

The following are examples of situations that may not be covered under our returns policy:

  • Products damaged through misuse or improper handling
  • Products intentionally altered or damaged after delivery
  • Normal wear and ageing from regular use
  • Issues caused by improper cleaning or storage
  • Products that cannot reasonably be verified as an ALA purchase

Refunds

Once an eligible return has been received and reviewed, ALA will contact you with the applicable resolution. If a refund is approved, we will communicate the method and any relevant processing information at that time.

Delivery charges

Delivery and return shipping charges may depend on the reason for the return and the specific circumstances of the order. Where the issue is caused by ALA, we will handle the applicable charges fairly. The specific arrangement will be communicated when your case is reviewed.

5-Year VIP Exchange Support

ALA’s 5-Year VIP Exchange Support is a separate paid exchange service and should not be confused with a standard refund, return or free replacement.

This service is available for the G1 Leather Cap and applies to normal wear from regular use. Key terms:

  • Paid service — an exchange charge of 130–180৳ applies per exchange, depending on product condition
  • Delivery charge applies in addition to the exchange charge
  • Original product must be returned when receiving the replacement
  • Condition verification required — approval and charges are confirmed after reviewing your photos
  • Intentional damage is not covered
  • No limit on exchanges — available anytime on request within the 5-year period

Exchange process:

  1. Contact support with your order details
  2. Send clear photos of the product’s current condition
  3. Confirmation and applicable charges communicated after photo review
  4. Replacement cap dispatched to you
  5. Return the original cap at the time of delivery
  6. Pay exchange charge and delivery charge to receive your replacement
View G1 product details →

Need help?

If you are unsure whether your order qualifies for a return, refund or exchange, contact us with your order number. We will review it and explain the next step.