Refund Policy

Last Updated: October 22, 2026

Change-of-mind return eligibility

Contact Altruana within 30 calendar days after delivery to request a return. The item must be unused and undamaged, and all pieces and accessories included with it must be intact. Wait for return instructions before sending the item. Returns sent without approval or to the correspondence address may be delayed while we identify the order and arrange safe handling.

Request process and return shipping

Email support@altruana.com with your order number, the item, and the reason for the request. If a qualifying return is approved, Altruana will pay return shipping and provide a prepaid label with the correct return destination. The business correspondence address is not a return address. There is no restocking fee. Altruana does not offer exchanges.

Damaged, defective, incorrect, missing, or materially misdescribed items

Contact us promptly at support@altruana.com with your order number and a description of the issue. We will review the information and provide the applicable remedy under this policy and applicable law. Do not send merchandise to the correspondence address unless we provide written instructions and a prepaid label with the correct destination.

Refund timing and method

For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

Unshipped order cancellation

If an order has not shipped and we confirm its cancellation, we will issue a prompt refund to the original payment method. The receipt-and-inspection timing above does not apply to an unshipped cancellation.

This policy does not limit rights that cannot be excluded under applicable law.