Returns & Exchange Policy

1. INTRODUCTION

Welcome to AL2OY.

At AL2OY, every product is designed with the intention of balancing craftsmanship, durability and contemporary design. We take great care in sourcing the best materials, developing original hardware and ensuring that every product leaving our workshop reflects the standards of our brand.

We understand that, on certain occasions, an exchange may become necessary. This Returns & Exchanges Policy ("Policy") has been prepared to provide customers with a clear, transparent and consistent understanding of the circumstances under which an exchange may be requested, the process for submitting a request, and the responsibilities of both the customer and AL2OY.

This Policy applies to all purchases made through the official AL2OY website and any other sales channel expressly authorised by AL2OY.

By placing an order with AL2OY, you acknowledge that you have read, understood and agreed to this Policy.

2. PURPOSE

The purpose of this Policy is to establish a fair and transparent process for resolving eligible post-purchase concerns while preserving the quality standards associated with AL2OY products.

As a design-led brand specialising in leather goods, AL2OY follows an exchange-based model rather than a general refund model. Exchanges are accepted only under the circumstances expressly described in this Policy.

This Policy has been prepared with reference to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and other applicable laws of India.

Nothing contained in this Policy shall be interpreted as restricting any statutory rights available to consumers under applicable law.

3. DEFINITIONS

Unless the context requires otherwise, the following expressions shall have the meanings assigned below.

AL2OY, we, our, or us refers to AL2OY and its authorised representatives.

Customer means any individual or legal entity purchasing products directly from AL2OY.

Product means any merchandise offered for sale by AL2OY, including full-grain leather belts and any accessories introduced in the future.

Exchange means the replacement of an eligible product with the same product in another size or another appropriate remedy as determined under this Policy.

AL2OY Credit means store credit issued by AL2OY when an approved exchange cannot be completed due to stock unavailability. AL2OY Credit is non-transferable, cannot be redeemed for cash and may only be used for future purchases made through the official AL2OY website.

Manufacturing Defect means a defect arising during the manufacturing process that materially affects the intended functionality or structural integrity of the product.

Delivery Date means the date on which the logistics partner records the shipment as successfully delivered.

Business Day means any day excluding Saturdays, Sundays and officially recognised public holidays in India.

4. SCOPE

This Policy governs all exchange requests relating to products purchased directly from AL2OY.

Products purchased through third-party retailers, marketplaces or unauthorised resellers shall be governed by the respective seller's policies unless otherwise required by applicable law.

AL2OY reserves the right to verify every exchange request before approval and may request reasonable supporting documentation where necessary.

5. EXCHANGE ELIGIBILITY

Exchange requests will only be considered under the following circumstances:

5.1 Size Exchange

Customers may request an exchange for a different size of the same product, provided that:

The request is made within seven (7) calendar days of delivery;
The product remains unused;
The product is returned in its original condition;
All original packaging, tags and accessories are included.
Size exchanges are subject to product availability. Only one size exchange is permitted per order.

5.2 Manufacturing Defects

If a product contains a verified manufacturing defect, AL2OY will, after inspection, offer an appropriate resolution which may include:

replacement of the product;
repair where appropriate; or
AL2OY Credit where replacement is unavailable.

Examples of manufacturing defects may include:

defective stitching;
hardware failure under normal intended use;
structural defects affecting functionality;
faulty assembly identified upon inspection.

5.3 Incorrect Product Delivered

If the product received differs from the product ordered due to an error by AL2OY, customers should notify us within 48 hours of delivery.

Upon verification, AL2OY will arrange the appropriate resolution at no additional cost to the customer.

5.4 Product Damaged During Transit

If a shipment arrives visibly damaged due to transportation, customers should notify AL2OY within 48 hours of delivery.

Customers may be requested to provide:

photographs of the product;

photographs of the outer packaging;

photographs of the shipping label;

any additional information reasonably required for verification.

Following verification, AL2OY will provide an appropriate resolution.

6. CONDITIONS FOR ELIGIBILITY

All approved exchange requests must satisfy each of the following conditions.

The product must:

remain unused;

not have been worn except for reasonable size testing;

be free from scratches, stains, odours or signs of use;

include all original tags;

include original packaging;

include any accessories supplied with the product;

be accompanied by proof of purchase if requested.

Failure to satisfy these conditions may result in rejection of the exchange request.

7. PRODUCTS NOT ELIGIBLE FOR EXCHANGE

AL2OY does not accept exchanges under the following circumstances:

change of mind;

preference for another colour, finish or design;

incorrect selection made by the customer;

requests received after seven (7) calendar days from delivery;

products showing signs of wear;

products that have been altered or customised;

products damaged due to misuse;

water damage;

improper storage;

accidental damage occurring after delivery;

products returned without original tags;

products returned without original packaging;

products damaged during return transit due to inadequate packaging by the customer;

products purchased during clearance or marked as Final Sale (unless defective or otherwise required by law).

Natural characteristics of leather shall not constitute grounds for exchange.

8. NATURAL CHARACTERISTICS OF LEATHER

AL2OY products are crafted using full-grain leather.

As leather is a natural material, each product will display unique characteristics that distinguish it from another.

These characteristics may include:

natural grain variation;

wrinkles;

growth marks;

healed scars;

pore patterns;

slight differences in texture;

minor colour variation;

natural creasing;

gradual development of patina through use.

These are not defects.

They are natural characteristics of leather and contribute to the individuality of every AL2OY product.

Accordingly, such characteristics shall not qualify for exchange or replacement.

9. EXCHANGE REQUEST PROCESS

Customers wishing to request an exchange must initiate the process within seven (7) calendar days from the date of delivery.

Exchange requests submitted after this period shall not be eligible for consideration, except where required under applicable law.

To initiate an exchange request, customers must contact AL2OY through the designated customer support email at support@al2oy.com and provide the following information:

Order Number

Full Name

Registered Email Address

Reason for Exchange

Photographs of the Product

Photographs of the Original Packaging (where applicable)

For claims relating to manufacturing defects, transit damage or incorrect products, AL2OY may request additional photographs or an unedited unboxing video to assist in verifying the claim. Failure to provide such information will not automatically invalidate a claim; however, it may limit AL2OY's ability to determine the cause of the reported issue.

Upon receipt of a complete exchange request, AL2OY will review the submission and endeavour to respond within two (2) Business Days.

Approval of an exchange request does not guarantee acceptance of the returned product. Every returned product remains subject to inspection upon receipt.

10. RETURN SHIPPING

Once an exchange request has been approved, the customer shall be responsible for arranging and paying for the return shipment of the product to AL2OY.

Customers are encouraged to use a reputable courier service that provides shipment tracking.

AL2OY shall not be responsible for products lost, delayed or damaged while being returned by the customer.

The returned product should be securely packaged to prevent damage during transit. Any damage resulting from inadequate packaging may render the product ineligible for exchange.

Upon successful inspection and approval of the returned product, AL2OY will dispatch the replacement product at no additional shipping cost to the customer.

11. INSPECTION & APPROVAL

Every returned product undergoes a quality inspection before an exchange is approved.

Inspection is conducted to verify that:

the product satisfies the eligibility requirements outlined in this Policy;

the reported issue corresponds with the customer's exchange request;

the product has not been used beyond reasonable size testing;

all original packaging, tags and accessories are present;

the product has not sustained damage after delivery.

Inspection generally takes two (2) to five (5) Business Days from the date the returned product is received by AL2OY.

AL2OY reserves the right to reject any exchange request where the returned product fails to satisfy the conditions prescribed under this Policy.

Where an exchange request is declined, AL2OY may return the product to the customer at the customer's expense.

12. PRODUCT AVAILABILITY

All exchanges are subject to inventory availability.

If the requested size is available, AL2OY will dispatch the replacement product following successful inspection of the returned product.

If the requested replacement size is unavailable, AL2OY may, at its sole discretion, offer one of the following:

AL2OY Credit equal to the value of the returned product (excluding shipping charges); or

another mutually agreed resolution.

AL2OY shall not be obligated to manufacture or procure additional inventory solely for the purpose of completing an exchange.

13. AL2OY CREDIT

Where AL2OY Credit is issued under this Policy, the following terms shall apply:

AL2OY Credit is issued at the sole discretion of AL2OY in circumstances where an approved exchange cannot be fulfilled.

AL2OY Credit shall be equal to the purchase value of the eligible product, excluding any shipping charges, taxes or duties unless otherwise required by law.

AL2OY Credit is redeemable only through the official AL2OY website.

AL2OY Credit cannot be exchanged for cash.

AL2OY Credit cannot be transferred, assigned or resold.

Unless otherwise specified, AL2OY Credit shall remain valid for twelve (12) months from the date of issue.

Expired AL2OY Credit shall not be reinstated or extended.

14. REFUNDS

AL2OY generally follows an exchange-first approach and does not offer refunds for requests arising from size selection or customer preference.

14.1 Size Exchanges

Where a customer wishes to exchange a product due to an incorrect size, AL2OY will facilitate a one-time size exchange in accordance with this Policy, subject to eligibility and stock availability.

Monetary refunds shall not be provided for size-related exchange requests.

If the requested replacement size is unavailable, AL2OY may issue a refund equal to the value of the eligible product, excluding the original shipping charges.

14.2 Refunds for Verified Fulfilment or Manufacturing Issues

Where an exchange request arises due to:

delivery of an incorrect product;

a verified manufacturing defect; or

product damage sustained during transit prior to delivery,

AL2OY will first endeavour to provide a replacement product at no additional cost to the customer.

If a suitable replacement is unavailable or cannot reasonably be provided, AL2OY may, at its discretion or where required by applicable law, issue a full refund to the original payment method.

14.3 Shipping Charges

Original shipping charges are non-refundable unless the refund arises from an error attributable to AL2OY, including the delivery of an incorrect product, a verified manufacturing defect, or transit damage.

14.4 Statutory Rights

Nothing contained in this Policy limits or excludes any rights or remedies available to consumers under applicable law.

15. ORDER CANCELLATIONS

Orders may only be cancelled prior to dispatch.

Once an order has been packed for shipment or handed over to the logistics partner, cancellation requests cannot be accepted.

Customers wishing to cancel an order should contact AL2OY as soon as possible after placing the order.

AL2OY reserves the right to cancel any order prior to dispatch where necessary, including but not limited to circumstances involving:

payment verification issues;

pricing errors;

stock discrepancies;

suspected fraudulent activity;

circumstances beyond AL2OY's reasonable control.

Where AL2OY cancels an order before dispatch, any payment received shall be refunded through the original payment method in accordance with applicable law.

16. INTERNATIONAL ORDERS

Customers placing orders outside India are responsible for ensuring compliance with all applicable import laws, customs regulations and local taxes applicable in the destination country.

Customs duties, import taxes and clearance charges are the responsibility of the customer unless otherwise stated by AL2OY.

Exchange requests for international orders may be accepted at AL2OY's discretion. All shipping costs, customs charges and applicable taxes associated with international exchanges shall remain the responsibility of the customer unless the exchange arises from an incorrect shipment or a verified manufacturing defect attributable to AL2OY.

Delivery timelines for replacement products may vary depending upon destination country and customs processing.

17. FRAUDULENT OR ABUSIVE CLAIMS

AL2OY reserves the right to refuse any exchange request where it reasonably believes that:

false or misleading information has been provided;

the product has been intentionally damaged;

repeated abuse of the exchange process has occurred;

fraudulent activity is suspected.

Nothing in this clause shall affect any rights available under applicable consumer protection laws.

18. CUSTOMER RESPONSIBILITIES

To facilitate a smooth exchange process, customers are responsible for ensuring that all information submitted in support of an exchange request is complete, accurate and truthful.

Customers are expected to:

Review the product description, specifications and Size Guide carefully before placing an order.

Inspect the product promptly upon delivery.

Notify AL2OY within the timelines specified in this Policy if an eligible issue is identified.

Return the product in accordance with the instructions provided by AL2OY.

Ensure the returned product is securely packaged to prevent damage during transit.

Retain proof of shipment until the exchange process has been completed.

Failure to comply with these responsibilities may delay or affect the outcome of an exchange request.

19. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, AL2OY shall not be liable for any indirect, incidental, consequential, special or punitive damages arising out of or relating to the purchase, use or inability to use any product.

AL2OY's total liability in connection with any claim relating to a product shall not exceed the purchase price paid for that product.

AL2OY shall not be responsible for delays or failures in performance arising from circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, governmental actions, labour disputes, pandemics, transportation disruptions or failures of third-party logistics providers.

20. PRODUCT REPRESENTATION

AL2OY makes every reasonable effort to accurately display product colours, finishes, textures and dimensions across its website and marketing materials.

However, actual colours and appearance may vary due to factors including:

individual screen settings;

monitor calibration;

lighting conditions;

photography;

the natural characteristics of full-grain leather.

Such variations are normal and shall not be regarded as manufacturing defects or grounds for exchange.

21. CARE OF LEATHER PRODUCTS

AL2OY products are crafted using full-grain leather, a natural material that evolves with use.

To maximise the longevity of your product, customers are encouraged to:

avoid prolonged exposure to water;

avoid excessive heat and direct sunlight for extended periods;

store the product in a cool, dry environment;

avoid contact with harsh chemicals, solvents and oils;

clean using appropriate leather care products.

Damage resulting from improper care, misuse or failure to follow reasonable care practices is not covered under this Policy.

22. PRIVACY DURING THE EXCHANGE PROCESS

Any personal information collected while processing an exchange request shall be handled in accordance with AL2OY's Privacy Policy.

Information submitted by customers will be used solely for the purpose of verifying, processing and resolving exchange requests, complying with applicable legal obligations and improving customer service.

23. CONSUMER RIGHTS

Nothing contained in this Policy shall be interpreted as excluding, restricting or limiting any rights or remedies available to consumers under applicable laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of such conflict.

24. GRIEVANCE REDRESSAL

AL2OY is committed to addressing customer concerns promptly, fairly and transparently.

Customers who wish to raise a concern relating to an exchange request or any matter arising under this Policy may contact us using the details below.

Grievance Officer

Name: Sree Charan

Designation: Grievance Officer

Email: support@al2oy.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (IST), excluding public holidays.

AL2OY will endeavour to acknowledge grievances within 48 hours of receipt and make reasonable efforts to resolve them within 15 Business Days, subject to the complexity of the matter.

25. GOVERNING LAW & JURISDICTION

This Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.

Subject to applicable consumer protection laws, any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Vijayawada, Andhra Pradesh, India.

26. AMENDMENTS

AL2OY reserves the right to modify, update or replace this Policy at any time without prior notice.

Any revised version shall become effective immediately upon publication on the official AL2OY website unless otherwise stated.

Customers are encouraged to review this Policy periodically before placing an order.

27. CONTACT US

For all exchange requests, product-related concerns or questions regarding this Policy, please contact:

AL2OY Customer Support

Email: support@al2oy.com

Website: www.al2oy.com

Response Time: Within 2 Business Days

28. FINAL PROVISIONS

This Policy constitutes the complete Returns & Exchanges Policy of AL2OY and supersedes any previous versions, statements or representations relating to returns and exchanges.

If any provision of this Policy is found to be invalid or unenforceable under applicable law, such provision shall be deemed severable and shall not affect the validity or enforceability of the remaining provisions.

By placing an order through the official AL2OY website, the customer acknowledges that they have read, understood and agreed to the terms set out in this Policy.