Return Policy, Refunds & Backorders
Our Return Policy is Simple. We Guarantee Customer Satisfaction.
If you are not satisfied with your order from Alohatherapy, you can return it for a refund within 10 days. Please send us an email with the date of purchase, your full name and email address used for the purchase and which items you wish to return. We really want this information in writing and appreciate if you don’t call us about this. Massage Oils, Body Lotions, special orders and sample sizes are custom made for you to guarantee freshness and cannot be returned. Please read details below:
Returns
The best shipping to Hawaii is with USPS flat rate envelopes or boxes. Unfortunately, shipping costs are not refundable. We subtract a small 5 % restocking fee. You can always share your product with a friend who might enjoy it. We will gladly issue a refund for product(s) returned or exchange it for another item. Keep in mind, you may have to cover the cost for additional shipping in some cases.
If you receive items in damaged condition, please do not send back without contacting us first. Especially if you are in another country, please open the package and find out what is damaged. Send us a picture and we will refund the items which were damaged or we will send them again.
Mahalo for your kokua (cooperation), we will do our best to be sure you’re a satisfied customer!
Backorders
If all of the items included in your order are out of stock you will be notified via e-mail that your order has been cancelled due to lack of inventory, and you will be issued a full refund of your order total (including shipping and handling and tax, if applicable).
If some but not all of the items included in your order are out of stock you will be notified via e-mail that your order has been placed on hold due to lack of inventory; and you will be asked to advise Alohatherapy to:
(a) Hold your entire order until the item or items that are out of stock are re-stocked;
(b) OR Cancel your entire order and issue a full refund of your order total (including shipping and handling and tax, if applicable).
Alohatherapy will hold your entire order until either:
(a) You respond to this email;
(b) OR the item(s) that are out of stock are re-stocked.
International orders
Customs’s fees which may occur are the obligation of the buyer to pay. We are not responsible for packages which are returned “unclaimed” or were “undeliverable”.