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Refund policy

Return & Refund Policy

Last updated: July 2026

At Altaeron, every piece is handcrafted and made to order by skilled artisans. Because each product is individually created, we ask that you review the following policy carefully before placing your order.

Order Cancellation

Orders may be canceled within 1 hour of purchase.

After this period, production may have already begun. Once production has started, your order can no longer be canceled.

Returns

Because every Altaeron product is handcrafted specifically for each customer, we do not accept returns for:

  • Change of mind
  • Buyer’s remorse
  • Ordering the wrong item
  • Ordering the wrong color or style
  • No longer wanting the product
  • Delays caused by customs or local postal services

Please make sure you review your order carefully before completing your purchase.

Damaged, Defective or Incorrect Items

If your order arrives:

  • defective,
  • or you received the wrong item,

please contact us within 7 days of delivery.

Include:

  • your order number;
  • clear photos of the product;
  • photos of the shipping box (if damaged).

After review, we will, at our discretion:

  • send a replacement at no additional cost; or
  • issue a full or partial refund if a replacement is not possible.

Lost Packages

If tracking confirms your package has been lost in transit, we will investigate with the carrier.

Once confirmed, we will send a replacement or issue a refund.

Altaeron is not responsible for delays caused by:

  • customs inspections;
  • weather;
  • carrier delays;
  • incorrect shipping addresses provided by the customer.

Free Shipping Orders

We proudly subsidize the shipping cost for all Free Shipping orders.

Shipping charges are non-refundable.

If a refund is approved due to an exceptional circumstance, the original outbound shipping cost paid by Altaeron may be deducted from the refund where permitted by applicable law.

Refused Deliveries

If a customer refuses delivery or fails to collect the package, and the shipment is returned to us, any shipping costs, customs charges, return shipping fees, and handling costs may be deducted from any eligible refund.

Non-Returnable Items

The following items are non-returnable:

  • Handcrafted made-to-order products
  • Personalized or customized products
  • Gift cards
  • Clearance items
  • Final sale items

Chargebacks

If you experience any issue with your order, please contact us before opening a payment dispute.

We are committed to resolving problems quickly and fairly.

Fraudulent or abusive chargebacks may be challenged using shipment tracking, production records, and order documentation.