Refund and Returns Policy

What is your return and exchange policy?

If you have made your purchase in a Bali Alus store, you can exchange it for a similar or higher purchase amount, regardless of the store and the date on which the purchase was made. It is necessary that the product be intact, still in the catalog and that the protective cellophane has not been removed. No refunds are possible at this time.

If your product is defective, you can go directly to the store to obtain a repair or a replacement if necessary. If you are unable to go to the store, you can contact our Customer Care Service. One of our advisors will tell you how to proceed.

If you made your purchase on our website, you can return a product within 30 days of its delivery and receive a refund.

All items must be returned unused, with authentic labels and in original packaging. You are responsible for returning the products to us as soon as possible. All returned goods will be examined upon receipt.

We will not provide a refund if the goods show signs of unreasonable use such as opened packaging. In such circumstances, we will notify you that a refund will not be available and you can choose to arrange for such goods to be returned to you within 30 days of our notification.

Your right to return goods does not apply to goods:

  • which have been clearly personalised (e.g. by being engraved)
  • where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
  • which the protective cellophane has been removed.

Need help?

Contact us at: for questions related to refunds and returns.

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