Return Policy
Last Update: 15/02/2025
At Altera Brand, we strive to ensure your complete satisfaction with our products. If for any reason you are not satisfied with your purchase, you may request a return in accordance with the following policy.
1. Right of Withdrawal (EU Customers)
1.1. If you are a customer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the product, without providing a reason, in compliance with applicable consumer protection laws.
1.2. To initiate a return, you must inform us of your decision by contacting our customer service at [Company Email].
1.3. The product must be returned in the same condition in which it was received, complete with its original packaging, accessories, and any documentation.
2. Return Conditions
2.1. The return must be requested within the period specified in section 1.1.
2.2. Products must not show signs of wear, damage, or use beyond what is necessary to determine their nature, characteristics, and functionality.
2.3. Certain items, such as personalized or custom-made products, are non-returnable, unless they have a manufacturing defect (see section 3).
2.4. If the product is returned in a condition that does not meet the above requirements, we reserve the right to refuse the refund or issue only a partial refund.
3. Return Procedure
3.1. To start a return, please follow these steps:
-Contact us at [Company Email] within the return period, providing your order number and reason for return (if applicable).
-Our customer service team will provide you with instructions on how and where to return the product.
3.2. Once we receive and inspect the returned item, we will process the refund within 14 days using the original payment method.
3.3. Shipping costs for returns are the responsibility of the customer, unless the item is defective or incorrect.
4. Warranty and Defective Products
4.1. If you receive a defective or damaged product, please contact us at [Company Email] within 7 days of receiving your order.
4.2. We will assess the issue and, if confirmed, will offer a replacement or a full refund at no additional cost.
4.3. In case of accidental breakage of a component of Altera eyewear, we commit to providing a replacement part free of charge, upon verification.
5. Refunds
5.1. Approved refunds will be issued to the original payment method within 14 business days of receiving the returned item.
5.2. Original shipping costs (if applicable) are non-refundable, unless the return is due to a defective or incorrect product.
5.3. Depending on your bank or payment provider, it may take additional time for the refund to be reflected in your account.
6. International Returns
6.1. Customers outside the EU must also request a return within 14 days of receiving the product.
6.2. Any customs duties, import taxes, or additional fees for returning an item from outside the EU are the responsibility of the customer.
6.3. Refunds will be processed once the returned item has been received and inspected.