Refund policy
Return & Exchange Policy
At ALH Luxe, we are committed to providing exceptional products and customer service. If you are not completely satisfied with your purchase, we're here to help.
15-Day Return Window
Eligible products may be returned within 15 days of delivery.
To qualify for a return, the item must:
- Be unused and uninstalled.
- Be in its original condition.
- Include all original accessories, manuals, hardware, and packaging.
- Be accompanied by your order number or proof of purchase.
Returns requested after 15 days from delivery are not eligible for refund unless covered by the manufacturer's warranty.
How to Start a Return
Before returning any item, please contact our Customer Support team at:
Include:
- Your order number
- The reason for your return
- Photos or videos (if the item is damaged, defective, or incorrect)
Once approved, we will provide a Return Merchandise Authorization (RMA) and return instructions.
Returns sent without prior authorization may be refused.
Return Shipping
Unless the return is due to our error, a defective product, or shipping damage, customers are responsible for return shipping costs.
For oversized freight items such as saunas, cold plunges, and large wellness equipment, customers are responsible for arranging insured return freight unless otherwise authorized by ALH Luxe.
Original shipping charges are non-refundable unless the return is the result of our error.
Restocking Fees
Certain products may be subject to a restocking fee if returned. Because ALH Luxe partners with multiple manufacturers, restocking fees vary by manufacturer and product category.
Where applicable, the manufacturer-specific restocking fee will apply.
Restocking fees may apply to returns due to:
- Buyer's remorse or change of mind
- Incorrect product selection
- Refused deliveries (when not due to shipping damage or our error)
- Returns of non-defective merchandise
- Opened or partially assembled products (where permitted by the manufacturer)
Typical restocking fees may range from 10% to 30% of the purchase price, depending on the manufacturer. Some manufacturers may charge higher or lower fees, while others may not charge a restocking fee at all.
Restocking fees are determined by the manufacturer and help offset costs associated with inspection, repackaging, handling, freight processing, and administrative costs.
No Restocking Fee
Restocking fees generally will not apply when:
- The wrong product was shipped by ALH Luxe or the manufacturer.
- The product arrives damaged during transit and is reported within the required reporting period.
- The product is confirmed to have a manufacturing defect covered under the applicable return policy or warranty.
Any applicable restocking fee, return freight charges, and non-refundable shipping or service charges will be deducted from the approved refund amount.
Damaged, Defective, or Incorrect Orders
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, or incorrect, notify us within 48 hours of delivery by emailing:
Please include:
- Your order number
- Photos of the product
- Photos of the packaging
- Photos of the shipping label
We will work quickly to provide a replacement, repair, or refund when appropriate.
Oversized Wellness Equipment
Due to the nature of luxury wellness equipment, additional conditions apply.
Products that have been:
- installed,
- assembled,
- filled with water,
- permanently connected,
- modified,
- or otherwise used
may not be eligible for a full refund because they cannot be resold as new.
Approved returns for used equipment may be subject to a reasonable restocking fee based on the product's condition.
Exchanges
Eligible products may be exchanged within 15 days of delivery, subject to product availability.
If exchanging for a product of greater value, you will simply pay the difference.
If exchanging for a product of lesser value, any approved refund will be issued to your original payment method.
Non-Returnable Items
The following items cannot be returned:
- Custom or made-to-order products
- Personalized items
- Clearance or Final Sale products
- Gift cards
- Consumable or personal care products
- Items damaged through misuse, neglect, improper installation, or unauthorized modifications
Order Cancellations
Orders cancelled before shipment will receive a full refund.
Once an order has shipped, it is subject to this Return & Exchange Policy.
Special-order and custom products may not be cancelled once production has begun.
Refund Processing
Once your return has been received and inspected, we will notify you of the approval status.
Approved refunds will be issued to the original payment method within 5–10 business days.
Please note that your financial institution may require additional time before the funds appear in your account.
Policy Abuse
ALH Luxe reserves the right to deny returns, refunds, or exchanges where there is evidence of misuse of this policy, excessive return activity, fraudulent claims, or products returned in unacceptable condition.
Questions?
If you have any questions regarding returns or exchanges, please contact:
ALH Luxe Customer Support
Email: info@alhluxe.com
Website: www.alhluxe.com
We appreciate your trust in ALH Luxe and look forward to helping you create an elevated home wellness experience.