What Is Your Returns Policy
If you’ve changed your mind or simply your Altura product just isn’t right for you, you can return to us within 30 days of receipt. Please note we offer free returns on all Sweet Protection products.
You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging) and, if you wish to return anything that it reaches us in perfect condition. Where an item has a hang tags attached, it must still be attached upon return.
Use our returns portal for all returns and exchanges
Where you have failed to take reasonable care of the goods, whilst in your possession or when returning them or if you have returned your purchase after 30 days (with the exception of faulty goods) we reserve the right not to offer you a refund in full. We may instead return your purchase to you.
We do not accept back worn, used, altered or damaged items.
We may not be able to issue you a refund if the value of an item is diminished by something you have done for example;
Worn
Hygiene reasons
Marks/Make-up
Lotions
The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and you keep your proof of postage. Altura cannot accept responsibility for returned parcels which are not delivered to us.
Only items purchased at www.altura.co.uk can be returned. Products purchased at another Sweet protection authorised retailer can only be returned to the original point of purchase.
How can I return/exchange my order
We are happy to offer UK returns / exchanges from your original order. Simply go to our Portal and follow the steps to return or exchange.
To be eligible, your item must be returned within 30 days of your order date. It must be in its original packaging, have the hang tags' attached and be in excellent condition.
Please keep hold of your tracking receipt. We’ll email you to let you know when we’ve refunded/ sent your replacement items.
How to prepare your return
To prepare your return, pack the unwanted items and simply use our returns portal for all returns and exchanges for free . Items must be returned unused and in their original condition with all tags still attached and within 30 days of purchase.
Can I return items I purchased in the Sale
Items purchased in the Sale can be returned within 30 days of purchase, use our returns portal for all returns and exchanges.
How long does it take to process my returns
From the day we receive your return to our warehouse , it can take up to 7 business days for your refund to be processed. All returns are subject to our routine inspection. We will send you an email as soon as we've processed your refund. Please be aware that products that have not be returned in resalable condition will not be refunded and returned to you.
Where can I track the status of my return
You will receive an email when your return has been refunded, please keep a record of your returns tracking number and you can track your return once back with us our warehouse will process your return within 7 business days.
Can I exchange an item
We are happy to offer exchanges from your original order. Simply go to our Portal and follow the steps to return or exchange.
To be eligible, your item must be returned within 30 days of your order date. It must be in its original packaging, have the hang tags' attached and be in excellent condition.
Please keep hold of your tracking receipt. We’ll email you to let you know when we’ve refunded/ sent your replacement items.
What happens if I don't like my items or they don't fit
No problem. Simply go to our Portal and follow the steps to return or exchange UK only.