Returns/Refunds Policy

Returns

Any goods to be returned must be returned within 14 days of date of delivery to customer (unless faulty).

All returned goods must be returned in the same condition as when purchased.

No refunds or replacements will be offered where goods are returned out with the 14-day period.

Receipt/delivery slip should be retained as proof of purchase.

Goods returned by post must be sent by recorded or special delivery post. Refunds and replacements will not be provided where returned goods are damaged in any way.

The customer will be responsible for payment of the return postage.

Alter may arrange for uplift of the goods to be returned at the cost of the customer.

When goods are returned there may be a 20% restocking charge.

The costs of uplift and pallet price will be deducted from any sums to be refunded to the customer.

1. Can I return products from my order?

Yes, you can return products- refer to our Returns page.

1. How do I return an item?

Please contact us to arrange the return of your goods. Please note that all goods must be in a resalable condition and returned within 14 days of collection/delivery. You can either, return the goods to us, or arrange collection by contacting us. If you require us to collect the goods, there will be an uplift charge to cover the reasonable cost of the uplift. Once we have accepted the return, we will issue a refund within 3-5 working days. Please have the order number and product details to hand when contacting us.

1. Will I be charged to return my items?

You can return resalable goods to us within 14 days of supply with 20% restocking charge may be applicable. Please bring your receipt, order confirmation email or sales invoice with you as proof of purchase. If you require us to collect the goods, there will be an uplift charge to cover the reasonable cost of the uplift. Once we have accepted the return, we will issue a refund within 3-5 working days.

1. Can I return a product that I’ve cut or that has been made to my custom specifications?

Goods which are cut, made to measure, or mixed to your requirements, or otherwise customised or made to your specifications will not be exchanged or refunded unless they are faulty or incorrectly delivered.