退款政策

REFUND POLICY

Thank you for shopping at Altivane. We stand behind the quality of our products and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. RETURN WINDOW

You have 14 days from the date your package was delivered to request a return or an exchange. If 14 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. RETURN CONDITIONS

To be eligible for a return, your item must meet the following criteria:

  • The item must be unworn, unwashed, unused, and in the same condition that you received it.

  • The item must have all original tags, labels, and protective stickers firmly attached.

  • The item must be returned in its original packaging (including dust bags, branded boxes, and gifts-with-purchase, if any).

Non-Returnable Items: For hygiene and safety reasons, certain items such as pierced earrings and hair accessories (including hair claws and headbands) cannot be returned unless they arrive defective or damaged.

3. RETURN PROCESS (HOW TO RETURN)

Please DO NOT send your purchase back to the manufacturer or the registered corporate address listed on our website. Unauthorized returns will not be accepted or refunded.

To initiate a return, please follow these steps:

  1. Contact our customer support team via email at info@shopaltivane.com with your Order Number and the reason for the return.

  2. If your return is approved, our team will provide you with the correct Return Shipping Address and specific return instructions.

  3. Pack the item securely and ship it back to us using a trackable shipping service. Please email us the tracking number once shipped.

4. RETURN SHIPPING FEES

  • Customer Preference (Buyer’s Remorse): If you are returning an item because of a change of mind, personal preference, or ordering the incorrect style/color, you will be responsible for paying your own return shipping costs. Shipping costs are non-refundable.

  • Defective or Damaged Items: If the item arrives damaged, defective, or if you received the incorrect product, please contact us within 7 days of delivery with clear photos of the issue. In these cases, Altivane will cover the return shipping costs or arrange a free replacement.

5. REFUNDS AND PROCESSING

Once your return is received and inspected by our warehouse team, 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 based on the item's condition.

If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (e.g., credit card, PayPal) within 5 to 10 business days. Please note that your banking institution or credit card company may require additional time to post the transaction to your account.

6. CONTACT US

For any questions regarding returns, exchanges, or refunds, please reach out to our dedicated support team:

  • 📧 Email: info@shopaltivane.com