No.Our return policy is part of the Conditions of Sale. Alterlook Professional reserves the right to change this policy when necessary.
NOTHING SIMPLER THAN OUR RETURN POLICY.
It is important that you check the status of your order or items when you receive them and always before using them. If errors or problems occur, you will need to contact our Customer Service so that we can discern the cause.
Before attempting to return an order, you will need to contact our Customer Service to request a return authorization number. Without this number, it will not be possible to process your return.
YOUR LEGAL RIGHTS
Our returns policy does not affect your statutory rights.
CAN I RETURN A PRODUCT?
Our refund policy does not accept product returns unless the following causes are met, which will be explained exactly below:
- wrong item
- damaged order
- Defective product
In none of these cases will the refund of the money be accepted. The affected order or product will be replaced by another order or product equal to the one requested by the customer.
See the steps below for more information on how to return your order.
WHAT TO DO IF I HAVE RECEIVED AN INCORRECT ITEM?
We have high standards when it comes to packaging orders. However, errors may occur. Please accept our apologies if you have received a wrong item. As part of our policy of maximum customer satisfaction, we will do everything possible to resolve the problem as quickly and easily as possible.
We will review each case individually when considering the return of the product; in some cases we may need more information such as photos so we can decide the best course of action. Our goal is to provide the best solution as quickly as possible.
WHAT TO DO IF I HAVE RECEIVED A DAMAGED ORDER?
At Alterlook Professional we try to ensure that all orders arrive in optimal conditions after transport. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery and instead accept your order and contact us immediately. The rejection of an order may result in a delay of the package being returned.
You can contact us by email firstname.lastname@example.org or by phone +34 933 487 579. Attach any image you have of the damaged product to the message. A member of our team will review the details and offer you the best possible solution.
WHAT TO DO IF I HAVE RECEIVED A DEFECTIVE PRODUCT?
Please accept our apologies if you believe you have received a faulty product. At Alterlook Professional we take complaints related to the quality of our products very seriously. Therefore, we will investigate your case to resolve the problem as soon as possible.
To do this, you will have to contact us by email email@example.com or by phone +34 933 487 579. Provide details of the defective product and, if possible, attach images to your message.
WHAT DO I HAVE TO DO TO RETURN A PRODUCT?
Please contact our Customer Service team to proceed with the return of the desired item.
To proceed with the return, you will have to inform us of the order number, the product you wish to return and the reason. Our team will then provide you with a return number and the address to which the product will be sent.
You must pack the product securely and include a copy of the return form.
When you are going to return a product, remember to ask the Post Office or the courier company for the receipt. This will serve as proof of shipment until you receive the change of the product or the money is returned. Without such a receipt we will not be able to process your refund or replacement if the item is lost in transit.
Any defective product will be exchanged for the same product and we would proceed to return the money to the same account in the event that said product was not in stock.
Any item that you have accepted and then returned is your responsibility until it reaches our warehouse. Therefore, please ensure that you ship your item with a delivery service that insures the value of the goods.
HOW IS MY RETURN PROCESSED?
All returns are reviewed by our returns department as soon as they are received.
Returns are generally processed within 7 business days of receipt and no later than 30 days.
REFUND OF SHIPPING COSTS
We will be happy to refund shipping costs if the return has been requested due to our error. For example;
– If we send you the wrong item
– If the item is damaged or defective
– If after returning an item, you receive another replacement and it is not the one indicated.
We will not refund shipping costs for unwanted or unnecessary items. You will have to bear these costs and once again we recommend using a delivery service that insures the value of the items.
We will not refund shipping charges for any item returned due to reported damage or failure where such error was not found when testing the product. The cost of sending the item back to you will depend on the item and will be communicated to you once the testing process is complete.
COMPLAINTS AND CLAIMS
If you are not satisfied with the way in which the return or exchange of a product has been carried out, we will try to solve the problem. Please contact our Customer Service by calling +34 933 487 579, or by writing to us at firstname.lastname@example.org.