Refund policy

This Return and Refund Policy explains how returns, exchanges, cancellations, and refunds for orders from Altovaire™ are handled.

In addition to all mandatory rights you may have under applicable consumer protection law, we offer a voluntary 30-day return period.

Nothing in this Policy excludes, restricts, or replaces your statutory rights.

Voluntary 30-Day Return Period

You may request a return within 30 calendar days after delivery of your order.

If your order is delivered in multiple packages, the 30-day period begins when the last item from that order is delivered.

Once a return has been approved, you must generally send the item back within 14 calendar days after receiving our return instructions.

We may close a return request if the item is not dispatched within this period, unless applicable law gives you a longer period.

To be eligible for a return under our voluntary change-of-mind return policy, an item must generally:

be in the same condition in which you received it,
be unworn, unused, unwashed, and unaltered,
be free from stains, odours, damage, or signs of use,
be returned with the original tags still attached,
where reasonably possible, be returned in its original packaging,
and be accompanied by your order confirmation or another reasonable proof of purchase.

Clothing or footwear may be tried on to the same extent as would normally be possible in a physical retail store, provided the item remains clean, undamaged, and suitable for resale.

These conditions apply to our additional voluntary return policy.

They do not restrict your right to inspect an item under applicable statutory cancellation or withdrawal rules, nor do they restrict your rights where an item is faulty, damaged, not as described, or otherwise not in conformity with the contract.

How to Request a Return

To request a return, contact us at:

Email: info@altovaire.com

Please provide:

your full name,
your order number,
the item or items you wish to return,
and photos or videos if the item is damaged, faulty, or you received the wrong item.

If you are exercising your statutory right of withdrawal or cancellation, you do not need to provide a reason.

For other returns, providing a reason helps us process your request and improve our products and service.

After reviewing your request, we will provide you with the correct return address and further instructions.

Our returns facility may be located at a different address from the address shown on the package or shipping label.

Please do not return an item to the address shown on the original package unless we have confirmed that address to you in writing.

Returning an item to an unconfirmed address may delay processing or result in the shipment not reaching the correct returns facility.

We recommend using a tracked shipping service and keeping your proof of postage until the return and refund have been fully completed.

Return Shipping Costs

For an eligible change-of-mind return, you are responsible for the direct cost of returning the item unless:

we have expressly offered free returns,
the item is damaged, faulty, or incorrectly supplied,
we did not inform you that you would be responsible for return shipping costs,
or applicable law requires us to cover the costs.

If we provide you with a prepaid return label for a change-of-mind return, the cost of that label may be deducted from your refund.

We will inform you of the amount before the label is issued.

If an item is damaged, faulty, not as described, or is not the item you ordered, we will provide a prepaid return label or reimburse reasonable return shipping costs where required by law.

Original delivery charges are generally not refunded for voluntary change-of-mind returns made outside a statutory withdrawal or cancellation period.

Where statutory cancellation or withdrawal rights apply in the United Kingdom, the EU, or other countries, eligible standard delivery costs will be refunded as described below.

Import duties, customs charges, or taxes paid directly to a customs authority, postal service, or shipping provider are outside our control and may need to be reclaimed directly from the relevant organisation.

Taxes collected directly by Altovaire™ will be refunded where required by applicable law.

Damaged, Faulty, or Incorrectly Supplied Items

Please inspect your order as soon as reasonably possible after delivery.

the item is damaged,
the item is faulty or does not function properly,
the item materially differs from its description,
you received the wrong item,
or part of your order is missing.

Please provide your order number and clear photographs of the item, packaging, shipping label, and any visible damage.

Do not dispose of the item or its packaging before we have reviewed your claim, as the shipping or logistics provider may require this evidence.

After reviewing the issue, we will arrange an appropriate remedy.

Depending on the circumstances and applicable law, this may include:

repair,
replacement,
price reduction,
full refund,
or partial refund.

Prompt notification helps us investigate the issue.

However, failing to contact us immediately does not automatically result in the loss of your statutory rights.

The voluntary 30-day return period does not restrict any longer-lasting rights you may have in relation to faulty, incorrectly described, or non-conforming goods.

Right of Withdrawal in the United Kingdom and European Union

If you are a consumer in the United Kingdom or European Union and purchase an eligible product online, you generally have the right to withdraw from or cancel the purchase without giving a reason.

You must normally inform us of your decision to withdraw or cancel within 14 calendar days after the day on which you, or a person designated by you other than the carrier, received the goods.

If an order is delivered in multiple packages or parts, the cancellation or withdrawal period normally begins after receipt of the final item, package, or part.

After informing us of your withdrawal or cancellation, you must normally return the goods within a further 14 calendar days.

You may exercise your right of withdrawal or cancellation by:

sending a clear cancellation or withdrawal statement by email to info@altovaire.com,
using the model cancellation form provided below,
or, for EU orders, using the electronic withdrawal function in your customer account or on the order status page.

Use of the model form is optional.

Any clear statement that allows us to identify you, your order, and your decision to withdraw or cancel is sufficient.

Condition of Returned Goods During the Statutory Withdrawal Period

During the statutory withdrawal or cancellation period, you may handle or inspect an item to the extent reasonably necessary to establish its nature, characteristics, and functionality.

This corresponds to the way you would be able to inspect an item in a physical retail store.

We may deduct a reasonable amount from your refund if the value of an item has been reduced as a result of use or handling beyond what was reasonably necessary.

This may include, for example:

wearing the item for an extended period,
washing it,
removing attached hygiene seals,
or damaging it.

Missing or damaged original packaging does not automatically result in the loss of your statutory right of withdrawal or cancellation.

However, damage or unnecessary use may, where permitted by law, affect the amount of your refund.

Refunds Following Statutory Withdrawal

If you validly cancel or withdraw from an eligible complete order under UK or EU withdrawal or cancellation rights, we will refund:

the purchase price paid for the cancelled goods,
and the cost of the least expensive standard delivery option we offered at the time of the order.

If you selected express, premium, or another more expensive delivery method, we are not required to refund the additional amount above the cost of standard delivery.

For a partial cancellation or withdrawal, the original delivery charges will only be refunded to the extent required by applicable law.

The refund will be made using your original payment method unless you have expressly agreed to another method.

You will not incur any fees for receiving the refund.

We will issue the refund within the applicable statutory time limit.

Where permitted by law, we may withhold the refund until:

we have received the returned goods,
or you provide evidence that you have sent the goods back,

whichever occurs first.

For a change-of-mind withdrawal or cancellation, you are normally responsible for the direct cost of returning the goods unless we have offered to cover those costs, failed to inform you that you would be responsible for them, or applicable law requires us to cover them.

Mandatory consumer protection laws in your country may provide you with additional or broader rights.

Where such laws apply, they take precedence over any conflicting provision of this Policy.

Exceptions and Items Excluded From Exchange or Return

Our voluntary return policy and, in some cases, statutory withdrawal rights may not apply to certain items, including:

goods made to your individual specifications or clearly personalised,
perishable goods or goods that deteriorate rapidly or have a short expiry period,
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed after delivery,
personal care or beauty products that have been opened or used, or where the protective seal has been removed,
sealed audio, video, or computer software after the seal has been removed,
digital content once supply has begun, where you expressly agreed to immediate supply and acknowledged that doing so would result in the loss of your withdrawal right,
gift cards or store credit after they have been used or redeemed, unless otherwise required by law,
and hazardous materials, flammable liquids, gases, or other items that cannot legally or safely be returned using ordinary postal services.

Do not attempt to return hazardous, restricted, or flammable goods without contacting us first.

We will provide appropriate instructions and will not require an unsafe or unlawful return.

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly described, incorrectly supplied, or otherwise covered by mandatory consumer protection law.

Please contact us before placing your order if you are unsure whether a particular product can be returned.

Discounted Items and Items Marked “Final Sale”

Products purchased as part of a discount promotion or special offer retain all statutory withdrawal or cancellation rights and rights relating to faulty or incorrectly described goods.

An item expressly marked “Final Sale” may be excluded from our additional voluntary 30-day change-of-mind return policy.

However, a “Final Sale” designation does not exclude any mandatory statutory right to withdraw from or cancel an eligible online purchase, or any right to a remedy in relation to an item that is faulty, damaged, incorrectly supplied, or incorrectly described.

The fact that a product was sold at a discounted price does not, by itself, remove your statutory rights.

Gift Cards and Store Credit

Gift cards and store credit generally cannot be redeemed for cash and are non-refundable once they have been used or redeemed, unless applicable law requires otherwise.

If an eligible refundable purchase was paid for using a gift card or store credit, an approved refund will normally be credited back to the same gift card or store credit account.

This does not affect your return or refund rights in relation to an eligible product purchased using a gift card.

Exchanges

The most reliable way to receive a different size, colour, or product is to return the original item and, once your return has been accepted, place a new order.

All products are subject to availability.

We cannot reserve replacement stock or guarantee that the original price or a particular promotion will still be available.

If an item is faulty, damaged, or incorrectly supplied, we may arrange a replacement directly as one of the available remedies.

Inspection of Returns and Possible Deductions

We will notify you after we have received and inspected your return.

A voluntary return may be refused or, where permitted, a reasonable deduction may be made from the refund if:

the returned item is not the item purchased from us,
parts, accessories, tags, or other components are missing,
the item has been worn, used, washed, altered, or damaged,
the item has a smell of smoke, perfume, traces of cosmetics, pet hair, or other characteristics that make it unsuitable for resale,
a hygiene or protective seal has been removed from a product that is excluded from the right of withdrawal,
or the return is made outside the applicable return period.

Any deduction will be based on the actual reduction in value or another amount permitted under applicable law.

This section will not be used to restrict mandatory rights relating to faulty or non-conforming goods.

Refund Processing Times

Once a refund has been approved, it will normally be issued to your original payment method within 10 working days, subject to any shorter period required by applicable law.

The amount of time it then takes for the refund to appear in your account depends on your bank, card issuer, or payment service provider.

We have no control over this additional processing time.

If more than 15 working days have passed since we confirmed that your refund was issued, please contact us at:

info@altovaire.com

and provide your order number.

Cancelling an Order Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at:

info@altovaire.com

We will make reasonable efforts to process your request.

However, we cannot guarantee that an order can still be amended or cancelled after order processing has begun.

If the order has already been dispatched, you may need to wait for delivery and then follow the return procedure described in this Policy.

This does not affect any statutory cancellation or withdrawal rights that apply before or after delivery.

Model Cancellation Form for Consumers in the United Kingdom and EU

You may use the following wording to exercise your statutory right of withdrawal or cancellation.

You are not required to use this exact format.

To: Altovaire
Email: info@altovaire.com

I hereby give notice that I withdraw from the contract concluded by me for the purchase of the following goods:

Order number:
Description of goods:
Order date:
Date received:
Customer's full name:
Customer's address:
Email address used for the order:
Date of cancellation/withdrawal:

Changes to This Policy

We may update this Return and Refund Policy to reflect changes to our products, fulfilment arrangements, Shopify settings, business practices, or legal obligations.

The current version will be published on our website with an updated “Last Updated” date.

Changes to our voluntary return policy will not retrospectively restrict rights that applied to an order placed before the change.

Your statutory consumer rights remain unaffected.

Contact

If you have questions regarding a return, cancellation, exchange, or refund, please contact us at: