Returns & Refunds
We want you to be completely satisfied with your purchase. If something isn’t right, our returns and refunds process is designed to be simple, fast, and fair.
Day Return Window
Return eligible orders within 30 days of delivery.
Day Refund Processing
Refunds are processed after the returned item is received and inspected.
Year Legal Warranty
Products are covered against manufacturing defects and lack of conformity as described below.
Our Commitment to You
We want you to be completely satisfied with your purchase. If something isn’t right, our returns and refunds process is designed to be simple, fast, and fair.
This policy explains your return window, how to start a return, what happens to your refund, and your legal warranty rights as a consumer.
Return Window
You may return your order within 30 days of delivery — no reason needed. This is separate from, and in addition to, your statutory right of withdrawal described below.
How to Start a Return
Starting a return only takes a few steps:
Receive Instructions
Within one business day, we’ll send you a return label by email.
Repack Your Order
Repack the goods securely, ideally in their original packaging, and attach the label to the parcel.
Send the Parcel
Drop the parcel off at your local postal office.
Once your return is on its way, there’s nothing more you need to do — we’ll take it from there.
Return Conditions
To be eligible for a return, please make sure that:
- The goods are complete and returned in their original packaging.
- Any labels and protective films remain undamaged and attached.
- Hygiene items and sealed products have not had their seal opened — these are excluded from return once opened.
Exchanges
If you’d prefer a different size, color, or item rather than a refund, we’re happy to help.
Simply let us know when you contact us, and we’ll arrange an exchange as an alternative to processing a refund.
Refunds
Once we receive and inspect your returned item, we will process your refund within 5 days.
Refunds are issued to your original payment method — for example, Visa, Mastercard, American Express, Maestro, Google Pay, or Apple Pay, depending on how you paid — and will be reflected in euros (EUR), our store’s operating currency.
Please note that your bank or card provider may require additional time to display the refund on your statement.
Return Shipping Costs
You will not be charged for return shipping.
We cover the full cost of returning your order to us.
Legal Warranty
In addition to our voluntary return window, all products are covered by a 2-year legal warranty against manufacturing defects and lack of conformity, in line with applicable consumer protection law.
If you believe an item you received is faulty or does not match its description, please contact us using the details below so we can assess your case and offer a repair, replacement, or refund as appropriate.
Questions?
If you have any questions about a return, exchange, refund, or warranty claim, we’re here to help.
Contact our customer service team using either of the methods below:
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement, such as a letter sent by post or email.
Altoneer LLC
565 Shelton st, Los Angeles, 90001, USA
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery, with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.
Reimbursement will be made without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
You shall send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract.
You will have to bear the direct cost of returning the goods.