Refunds, Returns & Replacements

Alterwares™ Refund, Return & Replacement Policy

Effective date: September 1, 2024
Contact: support@alterwares.com

1) Scope

This policy applies to retail customers who purchase directly from Alterwares™.

2) Time zone & business days

All deadlines and processing times use the America/Edmonton time zone (MST/MDT). “Business days” means Monday–Friday, excluding Canadian and Alberta statutory holidays.

3) Return window — 30 days

You may request a return, refund, or replacement within 30 days of the recorded delivery date on the tracking information.

Missed the 30-day window?
We may deny the request. If Alberta/Canadian consumer law grants you longer rights, we will comply with those laws.

4) 7-day notice for damaged/defective/not-as-described

For us to cover the costs (return label, replacement, etc.), you must contact us within 7 days of delivery and include clear photos or video showing:

  • The product,

  • The packaging and shipping label,

  • The damage/defect/issue.

If you report after 7 days, we can still try to help, but free return shipping, replacements, or full refunds are no longer guaranteed.

5) Condition of returned items

Unless the item arrived damaged/defective:

  • Items must be unused, in original condition, with all accessories, manuals, tags, and packaging.

  • If the item is returned used, damaged, or incomplete, we may issue a partial refund or deny the return.

6) Non-returnable / final-sale items

Unless defective on arrival and reported within 7 days, the following are non-returnable:

  • Gift cards

  • Digital/downloadable products

  • Perishables

  • Intimate/personal care items

  • Health/hygiene products once opened

  • Custom or personalized items

  • Clearance/final-sale items

  • Anything specifically marked “non-returnable” on the product page.

7) Restocking fees

  • Change-of-mind / wrong-size / remorse returns may incur up to a 10% restocking fee to cover inspection, repackaging, and admin costs.

  • No restocking fee applies if the return is due to our error (damaged, defective, incorrect, or not as described).

8) RMA (Return Authorization) required

  1. Email support@alterwares.com with your order number, issue description, and photos/videos if applicable.

  2. We’ll send you an RMA number and return instructions.

  3. You must ship the item within 7 calendar days of RMA approval (postmark date counts). Late shipments may be rejected.

9) Who pays shipping?

  • Our fault (damaged/defective/wrong item/not as described): Alterwares™ pays for the return or may issue a refund/replacement without requiring a return, at our discretion.

  • Buyer’s remorse / wrong size / incorrect address provided by you: You pay return shipping. Original shipping costs are non-refundable.

10) Processing timelines

  • Inspection after we receive the return: 1–3 business days.

  • Refund issuance (after approval): 3–5 business days to your original payment method. Your bank/payment provider may take an additional 2–10 business days to post it.

  • Replacements/Reshipments: 5–10 business days after approval (a safe average based on typical DSers/CJdropshipping supplier timelines).

  • Partial refunds may apply when items are not returned in original, resellable condition.

11) Late or missing refunds

If you haven’t received a refund after we’ve confirmed it was issued:

  1. Re-check your bank/credit card account.

  2. Contact your payment provider (e.g., PayPal, card issuer).

  3. If it’s been more than 10 business days, contact us at support@alterwares.com.

12) Order cancellations

  • Before fulfillment/shipment: We’ll cancel and refund in full.

  • After shipment: Wait for delivery, then submit a return request under this policy. Shipping costs are non-refundable unless it’s our error.

13) Pre-orders & backorders

  • You can cancel any time before the order ships for a full refund.

  • Once shipped, normal return rules apply.

14) Lost, stolen, or undeliverable packages

  • Marked “Delivered” but not received: Contact the carrier and us. We’ll help file a claim, but we’re not liable for theft after a confirmed delivery scan.

  • Lost in transit (no delivery scan): We will reship or refund.

  • Wrong address provided / refused / unclaimed: Reshipping and/or refunds (minus shipping & fees) are at our discretion.

15) Exchanges

  • Start an exchange request like a return (RMA required).

  • We typically ship exchange items within 5–10 business days after approval.

  • We cover exchange shipping only if the exchange is due to our error.

16) Warranty (if applicable)

Unless otherwise stated, Alterwares™ provides a 30-day limited warranty against manufacturing defects. After 30 days, any manufacturer warranty (if available) applies. Contact us and we’ll assist where possible.

17) Bundles, sets & gifts

  • Bundles/Sets: Must be returned complete. Partial returns may be refused or prorated.

  • Gifts: Refunds are issued to the original payment method unless the purchaser instructs otherwise.

18) Discounts, promo codes & price adjustments

  • We do not retroactively apply promo codes or price-match past orders.

  • Refunds on discounted items are made at the paid price, not the pre-discount price.

19) Fraud, abuse & excessive returns

We reserve the right to refuse service, close accounts, or reject returns for suspected fraud, abuse, chargeback misuse, or excessive return activity.

20) Policy changes

We may update this policy at any time. The current version on our website applies to all new orders placed after the effective date. Orders placed before changes remain governed by the policy in effect at the time of purchase, unless the law requires otherwise.

21) Governing law & jurisdiction

This policy is governed by the laws of Alberta, Canada. Any disputes will be handled in the courts of Alberta, Canada, unless mandatory local consumer laws grant you other rights.

22) Contact

Alterwares™
support@alterwares.com