Returns & Refund Policy

Unclaimed Products Policy

Purpose

At Alan Truman, we are committed to providing prompt and reliable after-sales support. To ensure efficient servicing and warehouse management, this policy governs products received by Alan Truman or its authorised service partners for inspection, diagnosis, servicing, repair or warranty evaluation.

Applicability

This policy applies to all products received by Alan Truman or its authorised service partners, irrespective of whether the service request was initiated through our website, email, WhatsApp, telephone, an online marketplace or any other authorised channel.

Customer Notification

Once the inspection, diagnosis, servicing or warranty evaluation is completed, we will notify the customer that the product is ready for return.

Notifications may be sent through one or more of the following channels using the contact details provided by the customer:

- Email
- WhatsApp
- SMS
- Telephone

The holding period begins from the date of the first notification informing the customer that the product is ready for return.

Holding Period

Alan Truman will securely store the product for *30 calendar days* from the date of the first notification.

During this period, customers are requested to confirm their delivery address, arrange collection (where applicable), or provide any information required to complete the return process.

Reminder Communications

If no response is received, Alan Truman may send one or more reminder communications during the holding period using the contact details available in our records.

Unclaimed Products

If the customer does not respond or fails to provide the necessary information for return of the product within the 30-day holding period, the product will be classified as an *Unclaimed Product*.

Disposal of Unclaimed Products

Products classified as Unclaimed Products may, at Alan Truman's sole discretion, be:

- recycled;
- dismantled for parts;
- responsibly disposed of; or
- otherwise dealt with in accordance with our operational requirements.

Once an Unclaimed Product has been disposed of, Alan Truman shall have no further obligation to return the product or provide any compensation in respect of it.

Products Found to be Functioning Normally
Where a product has been inspected and found to be operating in accordance with its intended design and specifications, it will be returned to the customer.

Requests for replacement, exchange or refund based solely on personal preference, expected styling results, change of mind or dissatisfaction where no manufacturing defect is identified shall not qualify under the warranty policy.

Customer Responsibilities

Customers are responsible for:

- providing accurate and up-to-date contact information;
- responding to communications within the prescribed time;
- providing a complete return address where required; and
- cooperating with the after-sales process.

Alan Truman shall not be responsible for delays or non-delivery arising from incorrect, incomplete or outdated contact information provided by the customer.

Policy Updates:
Alan Truman reserves the right to amend this policy from time to time. The version published on our official website at the time the product is received for service shall apply.