What’s your Christmas return period?
Altura is offering extended dates for Christmas Returns for that extra piece of mind. Standard policy on the condition of the product is as below.
You can return product until 29th January 2019 if purchased between 15th November 2018 and 31st December 2018
What’s your return policy?
If you’ve changed your mind or simply your Altura product just isn’t right for you, you can return to us within 30days of receipt.
All you need to do is return it to us with the completed form so we know who has sent us the package. If you have lost or misplaced your returns form, please contact our Customer Services team who will email you another copy.
You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging) and, if you wish to return anything that it reaches us in perfect condition. Where an item has a hangtag attached, it must still be attached upon return.
Where you have failed to take reasonable care of the goods, whilst in your possession or when returning them or if you have returned your purchase after 30 days (with the exception of faulty goods) we reserve the right not to offer you a refund in full. We may instead return your purchase to you.
We do not accept back worn, used, altered or damaged items.
We may not be able to issue you a refund if the value of an item is diminished by something you have done for example;
The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and you keep your proof of postage. Altura cannot accept responsibility for returned parcels which are not delivered to us.
Only items purchased at www.altura.co.uk can be returned. Products purchased at another Altura authorised retailer can only be returned to the original point of purchase.
What happens if I don't like the items or they do not fit?
No problem. Just send the item back to us and we will give you a full refund. Please fill in and enclose the form attached to your delivery note or print a returns form here.
Can I exchange an item?
We’re sorry we won’t be able to exchange your item. If you would like a different product or size you will need to place a new order so we can get it to you as quickly as possible. We will then process your return and refund for the items you have sent back.
Where should I send my returns?
If you are returning item(s) to us please send them to:-
Altura Online Returns
Unit 4 Roundhouse Road
Faverdale Industrial Estate
Using the prepaid label enclosed with your goods simply complete the returns form. Add your order number (which can be found on your delivery note or within your order history in your account area) onto the DPD label. Stick the label on to the parcel (ensuring you remove or cover any existing labels on the packaging) and pop the parcel along to your local DPD Pickup shop where you'll be given a receipt containing the tracking number. Please retain this receipt as your proof of postage.
How can I find my local DPD Pickup shop?
All you need to do is visit www.dpd.co.uk/pickuplocator to find your local DPD Pickup shop.
How long does it take to process my returns?
We try to process returns as quickly as possible, but, it can take up to 14 days at busy times of the year.
My item has developed a fault – what should I do?
In the unlikely event your purchase develops a problem we’re here to help. All Altura items come with a 2 year warranty against manufacturing defects; if your product has developed a fault all you need to do is return it to us with your returns form and let us know the problem.
Any purchases not made at Altura.co.uk can only be returned to the original point of purchase.
Once we have it back we will take a look at the issue and if it is found to be faulty we will arrange to refund you.
Will you replace my faulty item?
If your item is found to be faulty, we will arrange a refund for you. This way if the product is out of stock or no longer available you can buy an alternative product.
Credit / debit card
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
If you paid online using PayPal we will process your refund to your PayPal account.
All refunds will be processed within 14 days of your item being returned.