Refund policy

Last updated: May 2026

We stand behind everything we carry. If something isn't right with your order, we'll make it right. Please read this policy in full before initiating a return — following the correct process ensures the fastest resolution for you.

Return Window

We accept return requests within 30 days of the confirmed delivery date. Requests submitted after this window will not be eligible for return or refund. The clock starts from the date your tracking shows delivered, not the date of purchase.

How to Start a Return

There are two ways to request a return:

  1. Self-serve (fastest): Log in to your account at altohaus.co/account, locate your order, and select "Request Return." Follow the prompts to submit your request. You will receive a response within 1–2 business days.
  2. Email us: Contact support@altohaus.co with your order number and reason for return. We will respond within 1 business day, Monday through Friday.

Do not ship any items back before receiving written approval. Unauthorized returns will not be accepted and will not be refunded.

Return Eligibility

To qualify for a return, all of the following must apply:

  • Return request submitted within 30 days of confirmed delivery
  • Item is unused, uninstalled, and in original condition
  • Item is in its original packaging with all accessories, parts, and documentation included
  • Item shows no signs of use, wear, or modification
  • Order number or purchase confirmation is provided

Items that do not meet all conditions will be denied and returned to the customer at their expense.

Non-Returnable Items

The following are not eligible for return under any circumstances:

  • Items marked as final sale at the time of purchase
  • Gift cards
  • Items that have been used, installed, or modified in any way
  • Items returned without prior written authorization
  • Items returned outside the 30-day window

Return Shipping

Return shipping costs are the customer's responsibility unless the return is due to our error, a defective item, or an item that arrived damaged. In those cases, we will provide or cover the cost of a return label.

We strongly recommend using a trackable shipping method. Altohaus is not responsible for items lost or damaged in return transit.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or not as described, contact us at support@altohaus.co within 48 hours of confirmed delivery with the following:

  • Your order number
  • Clear photos of the item and original packaging showing the issue
  • A brief description of the problem

In most cases we can resolve the issue with photos alone — no return shipping required. We will offer a replacement, exchange, or full refund at our discretion based on the situation. Claims submitted after 48 hours of confirmed delivery may not be eligible for resolution.

Refunds

Once your returned item is received and inspected, we will notify you by email of approval or denial within 3 business days. If approved, your refund will be issued to your original payment method within 5–10 business days.

If 15 business days have passed since your refund was approved and you have not received it, contact us at support@altohaus.co and we will investigate.

Original outbound shipping charges are non-refundable unless the return is due to our error or a defective item.

Exchanges

We do not process direct exchanges. To receive a different item, return your original purchase for a refund once approved, then place a new order. This ensures the fastest turnaround and guarantees the item you want is in stock.

Order Cancellations

Orders can be cancelled at no cost if they have not yet been processed or fulfilled. Once a tracking number has been assigned, the order cannot be cancelled — you would need to initiate a return upon delivery.

To request a cancellation, contact us immediately at support@altohaus.co with your order number. We process orders quickly and cannot guarantee cancellation requests will be fulfilled in time.

Our Right to Refuse

Altohaus reserves the right to refuse returns or refunds that fall outside this policy, show evidence of misuse or customer-caused damage, or are submitted in bad faith. We reserve the right to update this policy at any time. Changes take effect immediately upon posting.

Questions

For any questions about this policy, email support@altohaus.co. We respond within 1 business day, Monday through Friday, 9am – 5pm ET.