We hope the goods are to your liking! However, if you change your mind, the return request must be filled in directly online within 30 days from the date of receipt of the order.
The products must be new and unused, the tags still attached and the packaging need to be sent back intact and protected from damage while in transit. Please note that it is not possible to return or exchange products purchased online, in our stores.
Please remember that both the Easy Return and the Return on your own options are at your expense. If you use our UPS label, you will be charged with the shipping costs – equal to €15.00 – on your refund. Additional customs fees are at our expense. If you have requested a size change, the return is free.
RETURN REQUEST
| HOW TO OPEN THE RETURN REQUEST IF YOU ARE AN UNREGISTERED USER (ORDER AS GUEST) | HOW TO OPEN YOUR RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR WEBSITE: |
|---|---|
| > Connect to the Guest Order Control area via the link by entering your order details Enter the details of your order and select the item RETURN > Enter the return request for the products to be returned, you will immediately receive a confirmation email with the number of your return request. | >Connect to the MY ACCOUNT section, in the user dashboard, ORDERS area. > Enter the details of your order and select the item RETURN > Enter the return request for the products to be returned, you will immediately receive a confirmation email with the number of your return request. |
Once the return request is completed within 1-2 working days you will receive an email confirmation with the authorization from our Customer Care with the warehouse address to ship back the goods.
RETURN OF PRODUCTS
How do I return my items?
If you have selected the following option:
a) Easy Return: you will receive an email confirming receipt of your return request with the related rma number: in attachment you will find the return label and the Return List. If you ship from a country outside the European Union, you will also receive a Proforma Invoice Print out the Return List, and insert it inside the package: this document will facilitate the recognition of the return and speed up the refund. Print the UPS Return Label and attach it to the parcel, covering/removing the original shipping labels. Arrange collection from your home by calling UPS, or visiting the carrier's website, or drop off the parcel at the closest UPS-Service Point.
b) Standard Return: Within 1-2 working days you will receive an e-mail confirming the receipt of your return request with the associated rma number. Attached you will find the Return List. If you ship from outside the European Union, you will also find the Proforma Invoice attached. We remind you that shipping is at your own expense: you can choose the courier you prefer to organize the return shipment.
We remind you that shipping is at your own expense: you can choose the courier you prefer to organize the return shipment.
If you proceed with Standard Return, the products must be shipped to the following address:
Via Giuseppe di Vittorio, 21
20049 Caleppio MI
Italia
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice that we will send you with the Return Authorization email. The proforma invoice has to be attached to the outside of the box (never put it inside the box): this will help us accelerate the process of customs clearance of your return. We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
REFUND
As soon as your return will be delivered to our warehouse, the Quality Control Office will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund will be made within 14 days of receipt of the goods on the same payment method used to confirm the order.
You will be credited the price of the products purchased. Altrarunning.eu does not allow exchanges of goods but provides for the refund of the cost of returned items. For any change you may need, you will have to proceed by placing a new order.
We also remind you that the technical time to obtain the refund depends on the internal procedures of your credit institution.
Return for faulty or incorrect product
In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement".
Altrarunning.eu is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.
Please provide all the necessary information, including the related order number and pictures with the product labels that you received.
Before sending the goods we kindly ask you to wait for a reply from our Customer Care, you will receive a confirmation e-mail containing all the instructions in order to proceed with the shipment of the product.
In the event of defective or non-conformity products, Altrarunning.eu will arrange the withdrawal of the product at its own expense.
CHANGE SIZE
Should the size not fit, you have the possibility to request a size exchange, subject to product availability, and completely free of charge. Return for size change can only be requested once per product. If the new size doesn't fit, you can only proceed with the return and refund request. If the desired size is not available, exchange size is not possible and you will have to proceed to return with refund following the correct procedure.
When opening the return request, you will also receive an order confirmation e-mail of your new change-size order.
When your return is delivered to our warehouse, you will receive an e-mail confirming the receipt of the package and, as soon as it is available, an e-mail of shipping confirmation with tracking number for your new change-size order.
Warranty Policy
The manufacture of all products is subject to strict quality control standards.
We remind you that any defects in the materials or workmanship are covered by a 2-year warranty under EU rules.
Please note that the warranty does not cover damage caused by normal wear of products or any type of incorrect maintenance of the product.
If you have a problem with your ALTRA RUNNING product, we kindly ask you to contact our Customer Care always providing the following information :
- a photo of the rubber sole, the defective zone and a general photo of the products
- the order number
- explain the defect found ( if it is not visible on the photo )
- what kind of activities do you primarily use this product for?
- how many kilometres did you use the shoes for?
- on which kind of ground did you use them?
Once we receive your claim, our Customer Care will be happy to assist you.