Refund policy

AlaTry Refund Policy

At AlaTry, we strive to ensure our food items reach you in perfect condition. Because our products are perishable, we strictly do not accept returns. However, your satisfaction is important to us, and we offer refunds exclusively in cases where the item arrives damaged, defective, or if you receive the wrong item.

Mandatory Unboxing Video

To ensure a fair and transparent resolution, an unboxing video is strictly required for all damage and defect claims.

  • The video must clearly show the original, sealed courier package being opened.

  • The video must be continuous (no cuts or edits) and clearly highlight the damage, defect, or incorrect item.

  • Please note: Claims submitted without a valid unboxing video, or where the inner packaging appears tampered with, will not be accepted.

Damages and Issues

Please inspect your order immediately upon reception. If your food item is defective, damaged, or incorrect, please contact us at support@alatry.com within 48 hours of delivery (as per courier tracking status).

When contacting us, please include:

  • Your order number and proof of purchase.

  • A brief description of the issue (e.g., melted, crushed, incorrect item).

  • The continuous unboxing video showing the sealed package and the damaged/incorrect item.

  • Your preferred refund method (AlaTry Store Coins or Original Payment Method).

Delivery Failures (RTO)

As our products are perishable, we cannot accept returns of packages that are rejected by the customer at the time of delivery or are marked as "Undelivered" due to an incorrect address provided by the customer. If a package is returned to us for these reasons, no refund will be issued.

Exceptions / Non-Returnable Items

As a food company, all our products are perishable goods. For health, safety, and quality control reasons, we cannot accept physical returns of any food items under any circumstances. We also cannot offer refunds on sale items or gift cards.

Refund Options and Process

We will notify you once we’ve reviewed your unboxing video and claim details to let you know if your refund was approved.

If your claim is approved, you can choose how you would like to receive your refund:

  • Option 1: AlaTry Store Coins (Fastest Resolution): Once your claim is approved, the full refund amount will be credited to your AlaTry account as Store Coins immediately. You can apply these coins toward any future purchase.

  • Option 2: Original Payment Method (Standard): Refunds to your original payment method are processed within 10 business days of approval. Please note that it can take additional time for your bank or credit card company to process and post the refund.

If you selected a refund to your original payment method and more than 15 business days have passed since we approved your claim, please contact us at support@alatry.com.