Terms, Payment & Policies.

ALIO accepts the following payment methods:

• Credit and debit card (Visa / Mastercard) via secure checkout
• EFT — banking details provided at checkout; orders are held for 24 hours pending proof of payment
• 50% deposit with balance due within 21 days (see Deposit Terms below)

All prices are quoted and charged in South African Rand (ZAR) inclusive of VAT. Orders are only confirmed once payment — or proof of payment — has been received. ALIO does not hold stock against unpaid orders.

ALIO offers a split-payment option allowing customers to secure their order with a 50% deposit at checkout. By selecting this option, you agree to the following:

• The deposit of 50% is charged immediately at checkout and confirms your order.
• The outstanding balance of 50% must be settled within 21 calendar days of the deposit being paid — or before your order is dispatched, whichever comes first.
• Your order will not be dispatched until the full balance is paid, regardless of production completion.
• To pay your balance, email info@alio.co.za with your order number and preferred payment method. A payment link or banking details will be provided.
• Extensions are offered on all payment methods accepted at checkout.

ALIO invests in production capacity and materials upon receipt of a deposit. Accordingly, deposits are non-refundable in the following circumstances:

• If the outstanding balance is not paid within 21 calendar days of the deposit date, ALIO reserves the right to cancel the order and retain the deposit in full.
• ALIO will send two automated reminder emails — at 14 days and at 20 days — before exercising this right.
• If you are unable to settle within the 21-day window, you must contact info@alio.co.za before the deadline to request an extension. Extensions are granted at ALIO's sole discretion.
• No credit note will be issued for deposits forfeited as a result of non-payment.
• Where a back-order has been placed and production has commenced, the deposit is non-refundable regardless of the reason for cancellation.

By paying a deposit you acknowledge that you have read, understood and accepted these terms.

Certain ALIO products may be available to order while out of stock. By placing a back-order you confirm that you:

• Understand that your order will be fulfilled within 14–21 working days from confirmed payment.
• Accept the stated lead time and will not request a refund solely on the basis of the fulfilment window.
• Understand that ALIO will notify you by email once your order has been dispatched, with a tracking number.

If ALIO is unable to fulfil your back-order within the stated window, you will be contacted with an updated timeframe. If the updated timeframe is not acceptable, a full refund of any amount paid will be processed within 5 business days.

ALIO accepts returns subject to the following conditions:

• Return requests must be submitted within 14 days of receipt by emailing info@alio.co.za with your order number.
• Products must be unopened and in original sealed packaging. No exceptions.
• Approved returns are subject to a 20% handling fee calculated on the purchase price paid.
• Return courier costs are the responsibility of the customer.
• Hair extensions that have been opened, handled, or installed are not eligible for return under any circumstances. This is a hygiene requirement.
• Colour Kits are non-refundable once dispatched. One free swap is available within 30 days if the shade is not a match.
• Made-to-order and back-order items are non-refundable once production has commenced.
• Deposits paid under the split-payment option are non-refundable once production has commenced or 21 days have passed without balance payment.

Refunds on approved returns are processed within 5–7 business days of ALIO receiving the returned item. Refunds are issued via the original payment method where possible.

ALIO collects only the information necessary to process your order and communicate with you. We do not sell, share or use your personal information for any purpose beyond fulfilling your order and communicating relevant ALIO updates. You may opt out of marketing communications at any time.

ALIO complies with the Protection of Personal Information Act (POPIA) as applicable in South Africa.

Trade pricing is available to approved salons and professional installers. Trade account applications are reviewed within 1–2 working days. ALIO reserves the right to approve or decline any application without providing a reason.

• Trade pricing is only available to accounts tagged approved-salon in the ALIO system.
• Trade accounts may not resell ALIO products at prices below the ALIO consumer RRP without written permission.
• Trade account status may be withdrawn if terms are not met.

Monday – Friday, 08:00 – 16:00. For order queries, include your order number in the subject line.