Refund policy
At Altapleno, your satisfaction is our priority. We want every product you receive to meet your expectations. If you are not completely happy with your purchase, we have a simple process for returns, exchanges, or refunds.
Returns
You can request a return within 14 days of receiving your order. Products must be unused, unopened, and in original packaging. Items that have been opened or used are generally not eligible for return, unless they are defective or damaged.
To return a product, email us at support@altapleno.com with your order number and reason for the return. We will send instructions on how to return your item. Return shipping costs are the customer’s responsibility and are non-refundable. If approved, the return shipping fee will be deducted from your refund.
Refunds
After we receive and inspect your returned item, we will email you about the status of your refund. Approved refunds are credited to your original payment method within a few business days. Timing may vary depending on your bank or payment provider.
Exchanges
If your item is defective, damaged, or incorrect, we will replace it with the same product at no additional cost. For exchanges, contact support@altapleno.com and we will guide you through the process.
Near-Expiry Products
Some discounted items may be near their expiration date. They are safe to use until the expiration date but are usually final sale. If a near-expiry product is defective or unused in its original packaging, it may be eligible for return or exchange. By purchasing, you acknowledge and accept the near-expiry status.
Non-Returnable Items
Products that have been opened, used, or altered cannot be returned unless defective. Please inspect items carefully upon delivery.
Need Help?
For questions about returns, refunds, or exchanges, contact our support team at support@altapleno.com