Returns & Refund Policy
ALL CLAIMS OR REQUESTS FOR RETURNS OF DEFECTIVE PRODUCTS MUST BE MADE BY THE CUSTOMER TO ALTAVITI WITHIN 72 HOURS OF THE RECEIPT OF THE PRODUCT(S) BY THE CUSTOMER VIA EMAIL at Hello@altaviti.com
To complete your return, we require a receipt or proof of purchase emailed to you when purchased.
Please do not send your purchase back to the manufacturer.
Please do not send your item without prior notification. you can notify us by emailing us at hello@altaviti.com.
2- REFUNDS
Once your return is received and inspected by a third party, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 5-10 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We do not refund postage for lost, unclaimed, refused, or undelivered packages.
If a package is returned as undelivered/unclaimed, it is the customer's responsibility to follow up with the postal carrier.
If a package is returned or abandoned for refusing to pay the country's legal Import tax, it is the customer's responsibility and we reserve the right to refuse the refund.
If a package is refused by the customer after it was shipped, we reserve the right to refuse the refund.
Please note shipping fees are not refundable (if initially covered by us, they will be deducted from the return payment).
All returns are subject to a 25% restocking/disposal fee. (Condition Apply)
The restocking fee will be waived when you choose to exchange an item for a different item of equal or similar value. The product must still be in brand new and unused condition.
3- DELIVERY CLAIMS
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact the carrier to file a claim.
Altaviti is not responsible for packages that have been reported stolen, lost, or misplaced if carrier marks are delivered and are not obligated to issue refund or store credit for these packages.
Altaviti is willing and happy to assist in finding the best solution to get the product to the recipient.
4- LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@altaviti.com.
5- SALES ITEMS
Only regular priced items may be refunded, unfortunately, all items discounted by 40% or more are considered final sale and cannot be returned for store credit or refunded to the original form of payment.
6- EXCHANGE
We only exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@altaviti.com.
7- ORDER CANCELLATION
Customers have 4 hours to cancel their order if they changed their mind for any reason. Unfortunately, we cannot cancel orders as we dispatch all orders within 4 hours.
If you wish to cancel your UNSHIPPED order after 4 hours, we will charge a 6% cancellation fee as payment providers charge this to us to reverse a payment. In order to cover these costs, they will be solely the customer's responsibility.