At Alafialink, we are committed to providing a smooth and satisfying shopping experience for our customers. This return policy outlines the conditions, procedures, and responsibilities related to returning items purchased on our platform.
Return Eligibility
Products are eligible for return under the following conditions:
The item received does not match the product description or specifications.
The item is defective, damaged, or incomplete upon delivery.
The item has not been used, worn, washed, or altered by the buyer.
The item is returned in its original packaging with all accessories, tags, or included documents.
The following categories are non-returnable, except in cases of defect or damage:
Perishable goods (e.g., food items).
Customized or made-to-order products.
Intimate items, such as underwear and hygiene products.
Makeup and cosmetic products (including skincare, haircare, and associated personal care products) are not eligible for returns, except in cases where the product is damaged or does not match the description.
Opened software, music, or video content.
Return Timeframe
Buyers must submit a return request within 7 calendar days of receiving the item.
Requests submitted after this 7-day period will not be processed.
How to Initiate a Return
To start the return process:
Log in to your Alafialink account and access your order history.
Select the relevant order and click on 'Request a Return'.
Provide clear evidence (photos/videos) highlighting the issue with the product.
Once your request is approved, detailed instructions will be provided for returning the item.
Items must be returned to the address provided by the seller or to the return center designated by Alafialink.
Return Fees
Responsibility for return fees depends on the circumstances:
The buyer covers the fees if the product is as described but the buyer decides to return it (e.g., change of mind).
The seller covers the fees if the product is defective, damaged, or incorrect.
For international buyers, return fees may be higher. Alafialink may reimburse a portion of the return fees upon submission of valid proof.
Refunds and Replacements
After receiving and inspecting the returned item, one of the following resolutions will be applied:
A full refund will be issued within 7 to 10 business days.
A replacement or exchange will be arranged, subject to availability.
Refunds will be processed using the same payment method used for the purchase.
Important Conditions
Returned items must remain in their original condition. Items that have been used, damaged, or altered by the buyer will not be eligible for a refund or replacement.
If a non-eligible item is returned, the buyer will be responsible for the associated return fees.
Alafialink acts as an intermediary between buyers and sellers. While we facilitate the return process, the responsibility for resolving product issues primarily lies with the seller, except in cases of platform fault.
Customer Service
For any assistance regarding the return process, please contact our customer service:
Email: contact@sudequilibre.com
Phone: +234099065954155
Hours: 09:00 - 18:00, Mon-Sat
