Return and Refund Policy
Customer care
We want you to be happy with every order. Here is everything you need to know about returning an item and getting a refund.
3-day return policy
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
Eligibility for a return
To be eligible for a return, your item must meet all of the following:
- It is in the same condition that you received it
- It is unworn or unused, with tags
- It is in its original packaging
- You have the receipt or proof of purchase
How to start a return
To start a return, contact us at salealtairprime@gmail.com.
Contact us
Email us to request your return.
Get approval
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
Send it back
Return the item to the address we provide, following our instructions.
Please note: items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions and non-returnable items
Certain types of items cannot be returned, such as:
- Perishable goods (such as food, flowers or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids or gases
- Sale items
- Gift cards
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days.
Received
We receive your returned item.
Inspected
We inspect the item.
Notified
We tell you if the refund is approved.
Refunded
Refund issued within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we have approved your return, please contact us at salealtairprime@gmail.com.
