Refund Policy
General Information
This Return & Refund Policy outlines the rules for returns, exchanges, and complaints regarding products purchased in our online store.
Our brand operates within the European Union and ships worldwide.
By placing an order, you accept the terms below.
1. Right of Withdrawal (EU Customers)
If you reside in the European Union, you have the right to withdraw from the purchase agreement within 14 calendar days from the day you receive your order, without providing any reason.
To request a return, contact us at: support@altershadeuni.com
Return Conditions:
- Items must be new, unused, and free from signs of wear.
- All original tags, labels, and packaging must be intact.
- The product must be shipped back within 14 days from the return request.
Return Shipping Costs:
- Return shipping costs are covered by the customer unless local law states otherwise.
- We do not accept cash-on-delivery (COD) returns.
2. Returns from Outside the EU
Customers outside the EU may request a return within 30 days of receiving their order.
Return conditions are the same as listed in Section 1.
Customs and International Fees:
- Returns from non-EU countries must be marked as: “Return of goods – no commercial value”
- Any customs duties and import taxes are non-refundable and remain the responsibility of the customer.
3. Refunds
Once we receive and inspect your returned item:
- Approved refunds will be issued using the same payment method used at checkout.
- Refunds are processed within 14 business days, depending on your bank or payment provider.
We do not refund:
- original shipping costs (unless the item was faulty or incorrectly sent),
- customs duties or country-specific import taxes outside the EU.
4. Exchanges
We offer exchanges for different sizes or variants, provided the requested item is in stock.
Exchange process:
1. Contact us with your order number and the item you’d like to exchange.
2. Return the original product following the return rules.
3. Once received, we will ship the replacement item.
Return shipping costs are covered by the customer. Replacement shipping may be subject to an additional fee depending on the destination country.
5. Faulty or Damaged Items (Complaints)
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery, providing:
- your order number,
- a description of the issue,
- photos of the product.
After approving the complaint:
- we will replace the item with a new one, or
- issue a full refund including shipping costs.
6. Items Not Eligible for Return
For hygiene and legal reasons, we do not accept returns of:
- underwear,
- swimwear (if hygiene seals are removed),
- personalized or custom-made products,
- gift cards.
7. Contact
For returns, exchanges, or complaints, contact us at:
Email: support@altershadeuni.com