Refund policy
At Alto, we aim to provide high-quality access equipment and a straightforward returns process.
This policy explains how returns, cancellations and refunds are handled for both individual consumers and business customers.
For assistance with a return, please contact sales@altoaccess.com.
1. Returns for Consumer Customers
This section applies to individuals purchasing goods wholly or mainly for personal use rather than for business purposes.
Your 14-Day Right to Cancel
If you purchase goods online, by telephone or through another qualifying distance-selling arrangement, you generally have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.
To exercise this right, please notify us at sales@altoaccess.com within the cancellation period.
You then have a further 14 calendar days from notifying us to return the goods.
Certain products are excluded from the statutory right to cancel, as explained below.
Returning Your Goods
Please contact us before returning your order so we can provide the appropriate return instructions and address.
You are responsible for the direct cost of returning goods when exercising your statutory right to cancel, provided we have informed you of that cost as required by law.
You may inspect and handle the goods as reasonably necessary to establish their nature, characteristics and functionality, as you would in a shop.
If goods have been handled beyond what is reasonably necessary, we may make a lawful deduction from your refund to reflect any resulting reduction in value.
We recommend retaining proof of postage or collection.
Consumer Refunds
Where you exercise your statutory right to cancel, we will refund:
• The price paid for the returned goods, subject to any lawful deduction for diminished value.
• The original standard delivery charge, where applicable. Additional charges for an upgraded delivery service are not refundable beyond the standard delivery cost.
No restocking fee applies to a consumer exercising their statutory right to cancel.
Refunds will be made using the original payment method unless you expressly agree otherwise.
We will process your refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier, where the applicable regulations permit us to await their return.
Products Excluded from Change-of-Mind Cancellation
The statutory right to cancel does not generally apply to goods made to a customer's specifications or clearly personalised.
This may include bespoke access equipment manufactured specifically to your individual requirements.
An item is not necessarily excluded simply because it was ordered specially or was not held in stock.
These exclusions do not affect your statutory rights if goods are faulty, damaged, misdescribed or otherwise fail to meet applicable legal requirements.
2. Returns for Business and Trade Customers
This section applies to purchases made wholly or mainly for business, commercial or professional purposes.
14-Day Return Requests
Business customers may request a return within 14 calendar days of receiving their goods.
Returns are subject to Alto's approval and the conditions set out below.
Eligibility Criteria
To be considered for a return, goods must be:
• In the same condition as received.
• Unused.
• Complete with original tags and/or product labels, where supplied.
• In their original packaging.
• Accompanied by proof of purchase.
How to Request a Return
Please email sales@altoaccess.com with your order details and reason for requesting a return.
If your return is approved, we will provide instructions on how and where to send the goods.
Goods returned without prior authorisation may not be accepted.
Business customers are responsible for return carriage costs unless otherwise agreed in writing.
Please retain proof of postage or collection.
Restocking and Carriage Charges
A 20% restocking fee will apply to approved business returns.
Original carriage charges are non-refundable for approved change-of-mind business returns.
These conditions apply to voluntary business returns and do not override any applicable legal rights or remedies relating to defective goods or breach of contract.
Non-Returnable Business Items
We do not normally accept voluntary returns of:
• Sale or clearance items.
• Refurbished items, unless otherwise agreed.
• Gift cards.
• Custom, bespoke or made-to-order products.
These exclusions do not prevent any remedy that must be provided by law or under the applicable contract.
3. Damaged, Defective or Incorrect Goods
Please inspect your order upon delivery.
If an item is damaged, defective or incorrect, contact us as soon as possible at sales@altoaccess.com, providing your order details and, where possible, photographs of the issue.
We will assess the problem and advise on the appropriate next steps.
For consumer customers, your rights under the Consumer Rights Act 2015 remain unaffected.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
Business customers should also refer to the applicable Conditions of Sale.
The voluntary returns conditions, including the 20% restocking fee, do not apply where doing so would conflict with applicable legal rights or contractual remedies.
4. Exchanges
We do not normally process direct exchanges.
If you require a different product, please contact us to discuss your requirements.
Where a return is available, you may return the original item in accordance with the relevant conditions above and place a new order separately.
5. Contact Us
If you have any questions about returns, cancellations or refunds, please contact:
Alto Access Products
Lakeside Industries Ltd
Unit 19 Howard Road
Park Farm Industrial Estate
Redditch
Worcestershire
B98 7SE
Email: sales@altoaccess.com
Telephone: +44 (0)1527 500577
6. Your Statutory Rights
Nothing in this policy excludes, restricts or affects any statutory rights or remedies that cannot lawfully be excluded or restricted.
Where applicable law provides greater protection than the terms of this policy, the applicable legal requirements will take precedence.