Refund policy

Refund policy

Returns & Refunds Policy

At Altura Home, we want you to shop with confidence. This Returns & Refunds Policy explains your rights to return eligible products, request a refund, and cancel an order. It also outlines how refunds are processed and how to contact us for assistance.

1. 30-Day Return Policy

You may request a return within 30 calendar days of receiving your order, provided the item meets the following conditions:

  • The item is unused, uninstalled, and in the same condition in which it was received.

  • It is returned in its original packaging, including all accessories, manuals, and protective materials.

  • Proof of purchase or your order number is provided.

We do not charge any restocking fees.

2. Return & Refund Eligibility

Change of Mind

If you wish to return an item because you have changed your mind:

  • Your return request must be submitted within 30 calendar days of delivery.

  • The item must be unused, uninstalled, and returned in its original condition and packaging.

  • Return shipping costs are the responsibility of the customer unless otherwise required by law.

  • Any shipping charges paid at the time of purchase (if applicable) are non-refundable.

Once your returned item has been received and approved after inspection, your refund will be issued to your original payment method within 5–10 business days. You may also choose to receive store credit instead.

Wrong Product Received

If you receive a product different from the one you ordered:

  • Please notify us within 30 calendar days of delivery.

  • Include your order number and clear photographs of the item received.

Minor differences in colour or appearance caused by lighting, screen settings, or manufacturing batches are not considered incorrect products.

If we confirm that the wrong item was shipped, we will provide, at your choice:

  • A replacement, or

  • A full refund.

Altura Home will cover all return shipping costs for confirmed shipping errors.

Damaged or Defective Items

If your order arrives damaged or has a manufacturing defect:

  • Please notify us within 30 calendar days of delivery.

  • Include clear photographs or videos showing the damage or defect, along with photos of the packaging where applicable.

Once your claim has been verified, you may choose between:

  • A replacement product, or

  • A full refund.

Altura Home will cover all return shipping costs for confirmed damaged or defective products.

Item Not Received

If your order has not arrived within 7 business days after the maximum estimated delivery timeframe, please contact us.

We will investigate the shipment with the shipping carrier.

If the package is confirmed as lost, you may choose between:

  • A replacement shipment, or

  • A full refund.

Refunds are processed within 5–10 business days after the investigation has been completed.

3. Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has entered processing or has been shipped, it can no longer be cancelled. If you no longer wish to keep the item after delivery, you may request a return under this Returns & Refunds Policy.

4. How to Request a Return

To request a return or refund, please contact us at info@altura-home.com and include:

  • Your order number

  • The reason for your request

  • Photographs or videos (if applicable)

Our customer support team will review your request and, if eligible, provide you with return instructions and the appropriate return address.

Please do not send items back without prior authorization, as unauthorized returns may not be accepted.

For your protection, we recommend using a trackable shipping service when returning eligible items.

5. Refund Processing

Once your returned item has been received and inspected, or a shipping issue has been resolved, approved refunds will be processed within 5–10 business days.

Refunds are issued to the original payment method used for the purchase unless you request store credit.

Depending on your financial institution, it may take additional time for the refunded amount to appear in your account.

6. Non-Returnable Items

The following items are not eligible for return:

  • Custom-made or personalized products

  • Products sealed for hygiene or safety reasons once opened

  • Gift cards

  • Products marked as Final Sale on the product page

These exclusions do not affect your rights if an item arrives damaged, defective, or incorrect.

7. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your eligible product for a refund or store credit and place a new order.

8. Contact Us

If you have any questions regarding returns or refunds, please contact us.

Altura Home

Business Address:
4152 SW 23RD STREET
Gainesville, FL 32608
United States

Email: info@altura-home.com

Phone: +1 (929) 450-2810

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM EST

Typical Response Time: Within 2–5 business hours during business hours.