Refund policy

Returns and Refund Policy

We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return.

Eligibility Criteria

To be eligible for a return, the item must be:

  • In the same condition that you received it

  • Unworn or unused

  • With original tags

  • In its original packaging

  • Accompanied by the receipt or proof of purchase

Returns will not be accepted for any items marked as final sale.

How to Initiate a Return

To start a return, please contact us at sales@altoaccess.com. If your return is approved, we will provide clear instructions on how and where to send your package. Items sent back without prior authorisation will not be accepted.

Customers are responsible for return shipping costs. Please ensure you retain proof of postage.

A 20% restocking fee will be applied to all approved returns.

You may contact us at any time with return-related questions at sales@altoaccess.com.

Damages and Issues

Please inspect your order upon delivery. Contact us immediately if an item is defective, damaged, or incorrect so we can evaluate the issue and resolve it promptly.

Non-Returnable Items

We do not accept returns on:

  • Sale items or gift cards

  • Perishable goods (e.g., food, flowers, plants)

  • Personal care products (e.g., beauty items)

  • Custom or personalised products

  • Hazardous materials, flammable liquids or gases

If you are uncertain whether your item qualifies for return, please contact us before sending it back.

Exchanges

We do not process direct exchanges. If you wish to obtain a different item, please return the original item (subject to approval), and place a new order separately.