Refund & Return Policy

Eligible return requests must be submitted within 7 days of confirmed delivery. To qualify for a standard return, an item must generally be unused, unopened, in its original packaging, have original seals, labels, and protective packaging intact, be in the same condition in which it was received, and include proof of purchase or applicable order information. Products that do not meet these requirements may not qualify for a return or refund.

For hygiene, health, and safety reasons, beauty and personal care products generally cannot be returned after they have been opened, used, tested, or had their original hygiene seal removed. This includes, where applicable, cleansers, moisturizers, serums, face mists, masks, body lotions, body creams, body oils, body scrubs or polishes, lip products, cosmetics, and other products applied directly to the skin, face, lips, or body. Opened or used items will generally be considered final sale, except where the product arrived damaged, defective, incorrect, or where applicable law provides otherwise.

The following products are generally not eligible for return: opened or used beauty products; products with removed or broken hygiene seals; products returned outside the 7-day return period; products damaged after delivery through improper use or storage; products clearly identified as final sale; gift cards, if offered; complimentary or free promotional items; products without sufficient proof of purchase; and products materially altered from their original condition. Nothing in this Policy limits mandatory consumer rights that cannot legally be excluded.

Before sending any item back, contact [email protected]. Please include your full name, order number, email address associated with the order, product name, reason for the return, and relevant photographs where applicable. Do not return a product until you have received applicable return instructions. Unauthorized returns may experience processing delays or may not qualify for a refund.

If your order arrives damaged, defective, leaking, broken, or contains the wrong product, contact us within 48 hours of confirmed delivery. Please include your order number, a description of the issue, clear photographs of the product, photographs of the shipping packaging, and photographs showing visible damage where applicable. Please retain the original product and packaging while your request is reviewed. Depending on the circumstances, available resolutions may include replacement, refund, store credit, or another reasonable remedy.

If a product appears to be missing from your order, contact us as soon as possible. We may request photographs of the products received, shipping box or mailer, shipping label, and packing materials. This information may help us review fulfillment records and investigate the shipment.

Unless the return is caused by an incorrect product sent by us, a verified damaged product, a verified defective product, or another error attributable to ALTR Beauty, the customer is generally responsible for return shipping costs. Original shipping costs are generally non-refundable except where required by law or where the return results from our verified error.

Where the customer is responsible for sending an item back, we recommend using a trackable shipping service. ALTR Beauty is not responsible for return shipments that are lost in transit, sent to an incorrect address, damaged during return shipment, or sent contrary to provided return instructions. Unless we advise otherwise, a refund cannot be finalized until the applicable product has been received and inspected.

Authorized returns will be inspected after receipt. We may verify product condition, packaging, security or hygiene seals, whether the product has been opened or used, whether the returned item matches the original order, and whether all applicable components are present. We will communicate whether the return has been approved or declined.

Approved refunds will generally be returned to the original payment method, unless another method is legally required or expressly agreed. Approved refunds are generally processed by us within 5–7 business days after the return has been received and approved. Your bank, card issuer, or payment provider may require additional time to post the refund. Financial institution processing times are outside our control.

Original shipping and delivery charges are generally non-refundable. They may be refunded where an incorrect product was sent, a product arrived verified as damaged or defective, or applicable law requires otherwise. Expedited or additional delivery service fees may also be non-refundable after those services have been provided.

Where permitted by law, a partial refund may apply where packaging or components are missing, the product was damaged after delivery, the condition of the returned item materially deteriorated, or only part of an order qualifies for refund. We will communicate any applicable partial-refund determination.

Direct preference-based exchanges are not guaranteed. Where a product is damaged, defective, or incorrect, we may provide a replacement depending on availability. For eligible preference-based returns, customers may be required to return the product for a refund and place a new order separately.

To request cancellation or modification, contact [email protected] as quickly as possible. We will make reasonable efforts to assist but cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfillment, or shipping. Orders that have already shipped will generally be handled under our standard return requirements.

Packages may be returned to us because of an incorrect address supplied by the customer, an incomplete address, failure to accept delivery, failure to collect a shipment, or other customer-related delivery issues. Where permitted by law, applicable outbound shipping, return-to-sender, or reshipping costs may be deducted from an eligible refund or charged for reshipment.

Beauty and personal care products may affect individuals differently. Customers are responsible for reviewing ingredients, warnings, and instructions, particularly where they have known allergies, sensitivities, or skin conditions. Except where applicable law provides otherwise, an item does not generally qualify for return solely because it did not achieve a customer’s preferred cosmetic result, the customer did not prefer its texture, finish, scent, or appearance, or it was incompatible with a known sensitivity or allergy. If irritation or an unexpected reaction occurs, discontinue use and seek appropriate professional guidance where necessary.

Products supplied free of charge generally have no refundable cash value. If returning a qualifying purchase causes the original order to no longer meet the requirements of a promotion, the value of discounts or promotional items may be considered when calculating an eligible refund where legally permitted.

We encourage customers to contact us before initiating a chargeback or payment dispute. For assistance, email [email protected]. We will review legitimate order concerns and attempt to provide an appropriate resolution. Fraudulent or abusive disputes may be challenged using relevant transaction, order, shipping, delivery, tracking, and communication records.

Where reasonably supported by evidence and permitted by law, we may decline a return, replacement, or refund involving fraud, repeated abuse of the return process, false claims, manipulated evidence, unauthorized payment activity, or attempts to return products not purchased from ALTR Beauty.

This Policy supplements and does not replace consumer rights that cannot legally be excluded. Where applicable consumer protection laws provide additional rights or remedies, those rights continue to apply.

We may update this Refund & Return Policy to reflect changes to business practices, products, procedures, or applicable legal requirements. The current version will always display its Last Updated date.

ALTR Beauty
Operated by ALTER INC.
180 Bass Pro Mills Drive, Suite 101A
Concord, Ontario L4K 0B9
Canada

Email: [email protected]