Refund policy
1. Right of Withdrawal
If for any reason you are not satisfied with your order, you can exercise your right of withdrawal without any penalty within fourteen (14) days of delivery.
Products can be returned by shipping the package after initiating an online return request. Altea will offer to send its own courier to pick up the package, and in this case, unless more favorable conditions are offered during a promotion or highlighted on the website, the cost of the pickup will be deducted from the subsequent refund.
Alternatively, you are free to choose a different courier and pay the return shipping costs directly.
2. Return Request
The return request must be made within fourteen (14) days from the date of delivery of the goods. To request a return or exchange of a product, simply follow the instructions on the returns management page
Alternatively, you may send a communication by email to customercare@altea.com
3. Preparing the Return
Products must not have been used, worn, washed, or damaged.
Ensure the item is in the same condition as when you received it, with tags and seals attached; otherwise, we cannot accept your return or issue a refund.
Place the product in its original packaging to protect it from potential shipping damage. If you no longer have the original packaging, use a box that ensures safe shipping of your item. Seal it carefully and attach the return label to the outside. Remember that returns can only be shipped from the country where you placed the order (for more information, email customercare@altea.com).
4. Shipping
Returns can be shipped via the courier provided by our customer service, allowing tracking of your package at any time. If you choose to use a different courier for the return, you must arrange the shipment and pay the return costs yourself; you will also be responsible for any loss or damage during transport.
5. Shipping Costs
By using the return label provided by Altea to return the purchased products, you will not be required to pay any upfront return shipping costs. Altea will arrange and cover the courier cost on your behalf. In the event of a return requesting a refund, the following costs will be deducted from the refund amount. In the case of an exchange, both the return shipment and the shipment of the replacement item will be provided free of charge.
| COUNTRY | SHIPPING CHARGES |
| ITALY | 7 - 8€ |
| EUROPEAN UNION | 15€ |
| UNITES STATES, CANADA | 45€ |
| SWIZTERLAND | 35€ |
| OTHER COUNTRIES | 40€ |
If, instead, you choose to use a different courier, you will be responsible for paying the return shipping costs as well as any export duties in the case of shipments outside the EU. For further information, you may contact us at customercare@altea.com
6. Replacement Request or Store Credit
- Item Replacement for Size/Colour Exchange
You may replace a purchased item by selecting a different size or colour.
To do so, please follow the instructions on the returns management page, select the new item, and provide (or confirm) the shipping address.
Once the product has reached our warehouse, it will be inspected by our Quality Control department and the new item will be shipped.
- Replacement with a Different Item
If you wish to replace your purchase with a different item, you may indicate this on the returns management page.
If the new item has a higher price, you will be required to pay the difference.
Once the product has reached our warehouse, it will be inspected by our Quality Control department and the new item will be shipped.
- Store Credit
If you prefer store credit, we will send you a code equal to the value of the returned items, which may be used for a future order.
Store Credit Terms:
- Valid for one-time use only within 3 months from the return date;
- Cannot be combined with other vouchers or credits;
- Must be used in full on an order of equal or greater value.
7. Refund Timing and Methods
If you made a return, we will refund the amount to your account within 10 days of receiving your return and after checking the condition of the product.
Refunds will be made using the same payment method chosen during your purchase.
The actual time for the refunded amount to appear depends on the payment method:
- Credit/Debit Card: The time to see the refund depends on the card issuer. The value date of the refund will be the date when the goods were received and checked by altea.com.
- PayPal: The refund will be issued to your PayPal account and will be immediately visible.
All products sold by altea.com come with an identification tag fixed with a single-use seal, which is an integral part of the product. Please try the product without removing the tag and seal, as returns without them will not be accepted. You will be contacted if your return cannot be accepted because it does not comply with the conditions above. In this case, you may choose to have the purchased products returned to you at your own expense.
8. Consumer Rights Regarding Product Conformity Guarantee
The Consumer Code (Legislative Decree no. 206/2005) articles 128-135 require sellers to guarantee that purchased goods conform to the characteristics and quality offered. The seller is therefore responsible for any conformity defects existing at the time of delivery for all products sold in their stores.
A conformity defect exists when the product:
- Does not match the description or lacks the qualities presented by the seller.
b. Has defects that limit its normal performance (e.g., poorly sewn buttons, defective stitching).
In the case of a duly reported conformity defect within the terms, the consumer is entitled to have the seller restore the conformity of the product free of charge through repair or replacement, or to a suitable price reduction or contract termination. Specifically, the consumer is entitled to:
- Repair or replacement of the product, at their choice, unless the requested remedy is impossible or excessively burdensome compared to the alternative; the remedy is “excessively burdensome” when it imposes unreasonable costs on the seller relative to the alternatives, considering the product’s intact value, the defect’s extent, and the possibility of using alternative remedies without significant inconvenience to the consumer.
b. As a secondary option (if the first two remedies are impossible, excessively burdensome, not carried out within reasonable time, or previous repairs/replacements caused significant inconvenience), to request a price reduction or contract termination.
c. Consumers can exercise their legal warranty rights directly with the seller via email at customercare@altea.com.
Contact Us
If you encounter any problems, you can contact our Customer Service by filling out the form in the “Contact Us” section, specifying your order number and the reason for the return.
