ALTRAE – Returns, Exchanges & Warranty Policy

1. Returns & Exchanges Eligibility

Customers may request a return or exchange under the following conditions:

  1. Product dissatisfaction: within 7 (seven) calendar days from the date of receipt.

  2. Defective product: within 30 (thirty) calendar days from the date of receipt.

To initiate any return or exchange request, customers must first contact our Customer Support Team via email at:
commercial@altrae.com

2. Return & Exchange Conditions

To be eligible for a return or exchange, the product must:

  • Be unused and show no signs of wear or misuse

  • Be returned in its original packaging

  • Be sent to the address provided by ALTRAE after contact with our support team

Once the returned item is received and inspected, and if it complies with the return conditions, ALTRAE will proceed with the refund or exchange within 5 (five) business days.

Our team will provide full guidance throughout the return or exchange process.

3. Returns Due to Dissatisfaction

After receiving and inspecting the returned product, if all conditions are met, the customer may choose one of the following options:

  1. Exchange for another product available in our inventory

  2. Refund of the amount paid for the product

    • Shipping costs are non-refundable if the delivered product was correct and in perfect condition

4. Warranty Policy

All products sold by ALTRAE include a 30-day warranty, counted from the date of receipt.

To activate the warranty, the customer must provide:

  • A video of up to 1 minute clearly demonstrating the defect

  • The original shipping packaging, including the shipping label, visible in the video

Alternatively, the customer may submit clear photos showing the defect, with the original shipping packaging visible in the images.

5. Technical Assistance Disclaimer

ALTRAE does not provide technical repair services and does not operate authorized service centers. Our responsibility is limited to the return, exchange, or refund process as described in this policy.

6. Warranty Limitations (Important)

The warranty does not cover:

  • Cosmetic damage occurring after purchase (scratches, cracks, dents, etc.)

  • Damage caused by liquids, including immersion in water, even if the product is advertised as water-resistant

  • Damage resulting from unauthorized repairs, modifications, or tampering

  • Improper use of accessories

  • Damage caused by normal wear and tear

  • Acceptable reduction in battery life over time

  • Stress or resistance tests performed by the customer (e.g., impact tests, water resistance tests)

7. Frequently Asked Questions (FAQ)

How long does it take to receive an exchanged product?

Once the returned product is received at our Distribution Center and approved after inspection, the replacement product will be shipped within 5 (five) business days.

What happens if signs of misuse are found?

  • For returns or exchanges due to dissatisfaction, size, or incorrect product: if signs of use are identified, the product will be returned to the sender without prior notice.

  • For returns due to defect: if misuse is identified, the product will also be returned to the sender without prior notice.

How long does it take to receive a refund?

  • Bank transfer or alternative payments: refunds may be issued as store credit. If store credit is not desired, the refund may be processed through a digital payment platform.

  • Credit card payments: refunds may be issued as store credit or as a chargeback to the original card.

Please note that credit card companies may take 30 to 60 days to process and display the refund on the customer’s statement.

For any further questions, our Customer Support Team is available to assist you.

Sincerely,
ALTRAE Team