Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. 

Our Returns Policy

When you receive your item, we ask that you check it as soon as possible following receipt and always before use. To commence the returns process, please ensure that a returns authorisation number is obtained before attempting to return any items to us. You have 14 days to return your order under our 14 day return period policy, which starts on the day after you received the item. Please follow the steps set out below. 

Please ensure that when you receive an item that you take reasonable care of it when inspecting it, e.g. please ensure that any security seals or tags are still intact.

Wrong item received 

We want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must contact us within 14 days from the day on which you received the item.  We will arrange for a refund or replacement to be sent to you free of charge.

Damaged or faulty items 

If you believe that the item is faulty, please contact us as soon as possible with details of the fault and we will advise what to do next. We will make every effort to resolve the situation as quickly as possible. Our Returns Policy for faulty items upholds your statutory rights. 

Item not received 

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched. 

Your statutory rights 

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. 

How to return an item to us

Incorrect product

If you have received an incorrect product, we will provide a refund or replacement free of charge.  We do not accept returned goods in this instance, and we ask you to kindly discard the unwanted item(s) via your usual household waste.

Damaged or faulty goods

If you have received damaged or faulty goods please contact us as soon as possible upon receipt of the item to discuss the issue. We will investigate your request and provide a refund or replacement product free of charge if necessary. In the event that the damaged or faulty goods require further inspection by our quality assurance team, we will arrange for them to be collected from you.  Otherwise, we ask you to kindly discard the unwanted item(s) via your usual household waste.

If we have arranged for the item to be collected from you for further inspection by our quality assurance team, please package the item securely and include inside the package your order number, name and address.

We will send you a prepaid postage label to return the items.

Changed your mind

In the event that you have ordered a product and you’ve changed your mind, we will arrange for an alternative item of equal value to be send to you as long as we are notified within 14 days of you receiving the order and your product is unopened.  You will be asked to pay the postage fee for the alternative product.

We will require your unwanted products to be returned to Altralife. Please note the customer is responsible for any return postage costs. 

Email us on support@altralife.co.uk and inform our customer service team of your order number, the item you and reason to want to discuss.

We will provide you with a returns form to complete and will confirm the fee you are required to pay.

What happens next 

If you are entitled to a refund then we will refund the price of your item. Refunds are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item. You will receive an email notification once your refund has been processed

Return of replacement goods 

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund. 

Cost of returning items 

Please note that we can only refund the postage costs for refunding an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items you no longer want due to you changing your mind.

Complaints

If you are not satisfied with the way in which we have handled the refund or replacement of any item, we apologise and we want to resolve the matter the matter as quickly as possible. 

Please contact our customer service representatives on support@altralife.co.uk