Returns & Refunds Policy

Last updated: February 1, 2026

Effective from January 1, 2025, our Returns & Refunds Policy outlines the following terms:

In this policy, “Site” means ahlife.store and any official Ahlife® checkout pages.

This policy applies only to purchases made through our Site, unless stated otherwise on the product page. Nothing in this policy limits any rights you may have under applicable consumer protection laws.

This policy outlines the terms under which returns, refunds, and claims are handled to ensure transparency and fairness. Refunds are available for items that are damaged, mislabelled, misprinted, defective, missing from your order, incorrect, or lost during transit. Where appropriate, we may offer a replacement, reprint, or refund depending on the issue and what is available. We do not offer refunds for buyer’s remorse, incorrect size selection, or last minute cancellations except where required by applicable consumer protection laws (last minute cancellations refers to a cancellation that occurs after a purchase has been made). We do not offer exchanges, unless required by applicable consumer protection laws.

Our catalogue features primarily on demand products, with select releases offered as limited drops. This on demand production model reduces textile waste, conserves natural resources, minimises environmental impact, and helps ensure each item is made uniquely for you. Limited drops follow the same policy as the rest of our catalogue, unless stated otherwise on the product page or required by law.

To prevent any inconvenience, we recommend carefully reviewing your order details and the sizing charts provided in the product description for each item. Please ensure that you are confident in your purchase before completing your order to help support your satisfaction. Because most items are produced on demand, changes to size, colour, design, or address may not be possible once production begins.

Cancellations and Order Changes

Cancellation requests must be submitted as soon as possible. Because most items are produced on demand, we may not be able to cancel or change an order once production begins.

Customer Returns and Claims

Take a moment to familiarise yourself with the specific terms and conditions of our Returns & Refunds Policy. Adhering to these terms will help ensure a smooth process.

Proof of purchase: Please keep your purchase receipt or confirmation email. This will be required for any claims related to your order.

Condition on arrival: Please inspect your order as soon as it arrives. Reporting issues before the item is worn, washed, or altered helps us assess and resolve your claim faster.

Before reporting a lost package: Confirm the shipping address on your confirmation email, check your tracking updates, and contact the carrier or your local post office. Also check with neighbours or your building reception. If it’s still missing, proceed to the next step.

Reporting an issue: When reporting an issue, please provide a detailed description of the problem, along with any relevant details, your order number, and clear photos of the defective or problematic products. Photo evidence is required for most product related claims, and we may request additional information to assess the claim. This helps us address your concerns more efficiently. We may refuse claims that appear fraudulent, abusive, or do not meet the requirements of this policy, except where required by applicable consumer protection laws. To submit a claim, contact us via our Contact page. For damage in transit claims, please include photos of the item and the external packaging, including any visible shipping label.

Before initiating any product return, please contact our customer support team so we can assist with the next steps. If a return is required, we will confirm eligibility and provide return instructions before you send anything back. Items must be returned in the condition requested in our return instructions and, where possible, unworn, unwashed, and unaltered, unless the return relates to a verified defect. If you believe there is an issue with your order, please contact us first so we can review and resolve it. Unresolved chargebacks may delay our ability to assist while the payment provider investigates.

Please do not send items back without contacting us first, as we need to confirm eligibility and provide return instructions.

Response and Assessment Timeframes

We aim to respond as soon as possible. Once we receive the required details such as photos and order information, we will assess your claim promptly. Assessment timeframes can vary by issue type, carrier processes, time zones, and region.

Incorrect Address

If the address provided is deemed insufficient by the courier, the shipment will be returned to our partner facilities. Returned parcels may be held for up to 30 days. After that, where permitted by law, it may be returned to sender, disposed of, or donated to charity, and it may not be recoverable.

You will be responsible for reshipment costs after confirming an updated address with us (if applicable).

To avoid delays, double check your shipping address before completing your purchase. Where practical, we may attempt to contact you using the order details provided to help resolve address issues before final disposal.

Reporting Issues

To help us resolve claims fairly and efficiently, please contact us within the timeframes below.

• Claims for misprinted, mislabelled, damaged, or defective items must be reported within 30 days of receiving the product.

• Claims for packages lost during transit must be submitted within 30 days of the estimated delivery date.

• If tracking shows Delivered but you did not receive the parcel, please contact us as soon as possible and within 30 days of the delivery scan so we can assist with the carrier investigation process. Timeframes and outcomes can vary by carrier and region.

• If you receive the wrong item or an item is missing from your order, please contact us within 30 days of delivery with your order number and photos of what you received.

We may ask you to complete carrier steps such as a claim, investigation, or confirmation of delivery details, and outcomes depend on the carrier’s findings and applicable law. If tracking shows Delivered, outcomes may depend on carrier evidence such as GPS data, photo proof, or signature records, and on applicable law.

If you contact us outside these timeframes, we may not be able to process the claim, unless required by applicable consumer protection laws. These timeframes are designed to support a smooth process and do not limit any rights you may have under applicable law.

Remedies and Refunds

Where a claim is approved, we will provide an appropriate remedy such as a replacement, reprint, or refund, depending on the issue and what is available. Where permitted by law, we may choose the remedy offered (replacement, reprint, or refund) based on the issue and what is available. Where required by law, you may have additional rights and remedies, including in some cases the right to choose a refund or replacement. Where a claim relates to only part of an order, remedies apply to the affected item or items only.

Approved refunds are issued to the original payment method. Once processed, timing depends on your bank or payment provider and can take several business days. Shipping charges, customs duties, and taxes are not refundable unless required by applicable law or unless we confirm the issue was our responsibility.

Minor variations in colour, print placement, and sizing can occur due to production methods and screen settings and are not considered defects.

Normal wear and tear, damage caused by misuse, accidents, or failure to follow care instructions is not covered.

If we ask you to return an item, we recommend using a trackable shipping method to help ensure successful delivery. Return shipping costs may be covered or reimbursed where required by law, or where we instruct the return.

Where a return is approved due to our error, a confirmed defect, or a verified issue during transit, we will cover the return cost or provide instructions. Otherwise, return shipping and any reshipment fees may apply, where permitted by law.

Claims determined to be our responsibility will be covered by us.

Return Address

Returns are only accepted if we confirm eligibility and provide return instructions. The return address will be the relevant partner facility for your order and may differ by product and location. Items sent without authorisation may be refused, returned to sender, disposed of, or donated to charity, where permitted by law. Once a return is received and processed by the facility, an automated email notification may be issued to you.

If we approve a return, please ship the item within a reasonable time after receiving the return instructions, unless we confirm otherwise.

Unclaimed Shipments and Failed Delivery Attempts

If a shipment is unclaimed or delivery attempts fail, the parcel may be returned to our partner facilities. Returned parcels may be held for up to 30 days. Reshipment fees may apply, including any return to sender, storage, or redelivery costs charged by the carrier or our fulfilment partners. To help prevent unclaimed returns, please monitor tracking and ensure someone is available to receive delivery. Where practical, we may attempt to contact you using the order details provided to help avoid returns due to missed delivery.

Unclaimed Returns

Items not claimed within 30 days may be returned to sender, disposed of, or donated to charity, where permitted by law, and may not be recoverable after that time.

Carrier Handling and Customs Returns

Delivery attempts and return handling are managed by the carrier. Once a parcel is in transit, we may not be able to reroute or change delivery instructions. If a parcel is refused at delivery or returned due to unpaid customs duties or taxes, reshipment fees may apply.

Consumer Rights

Consumer rights vary by country and region. Nothing in this policy limits any rights you may have under applicable consumer protection laws. Where permitted by law, change of mind returns may be limited or excluded for items produced on demand or made specifically for you. We aim to communicate clearly and work towards a fair resolution based on the circumstances and applicable law.

Australian Consumer Notice

Under the Australian Consumer Law, consumers have rights that apply automatically. Nothing in this policy limits those rights, and we are committed to supporting you and treating you with fairness.

If a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, or refund, depending on the nature of the issue.

Custom made or personalised items are not excluded from consumer guarantees. If an item is faulty, unsafe, or not as described, Australian Consumer Law remedies may still apply.

If you are unsure what applies to your situation, contact us and we will help you understand your options and work towards a fair outcome.

For more information, visit the Australian Competition and Consumer Commission (ACCC) website.

EU Consumer Notice

If you are located in the European Union, you generally have a 14 day right of withdrawal for distance purchases, subject to exceptions. Nothing in this policy limits any rights you may have under applicable law, and we are committed to supporting you and treating you with fairness.

The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.

The right of withdrawal may also be excluded for certain sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons, where applicable.

These exceptions are set out in Directive 2011/83/EU, including Article 16(c) and Article 16(e).

If you are unsure what applies, contact us and we will help you understand your options and work towards a fair outcome.

For more information, visit official European Union consumer rights website. If that page is temporarily unavailable, you can also visit the European Commission website.

USA Consumer Notice

Consumer rights vary by state. Nothing in this policy limits any rights you may have under applicable law, and we are committed to supporting you and treating you with fairness.

As a general guide, change of mind returns are not always required by law, but you may have rights and remedies if goods are faulty, unsafe, or not as described.

If you are unsure what applies where you live, contact us and we will help you understand your options and work towards a fair outcome.

For more information, visit Federal Trade Commission (FTC) website.

Canada Consumer Notice

Consumer rights vary by province and territory. Nothing in this policy limits any rights you may have under applicable law, and we are committed to supporting you and treating you with fairness.

As a general guide, you may have rights and remedies if goods are faulty, unsafe, or not as described.

If you are unsure what applies where you live, contact us and we will help you understand your options and work towards a fair outcome.

For more information, visit the Government of Canada Office of Consumer Affairs (OCA) website.

Governing Language

This policy shall be governed and interpreted in accordance with the English language, to the extent permitted by law, regardless of any translations provided for any purpose.