سياسة الاسترجاع

 

At Altora Galerie, we are committed to providing a transparent, reliable, and customer-focused shopping experience in accordance with applicable consumer protection and e-commerce practices in the United Arab Emirates. This Return & Refund Policy outlines the terms and procedures governing returns, refunds, and related matters.

1. Scope of Application

This Policy applies to all purchases made through the Altora Galerie online store unless otherwise stated on the specific product page.

2. Return Period

  • Customers may request a return within seven (7) calendar days from the date of delivery in cases of change of mind.

  • If a product is received damaged, defective, or incorrect, customers must contact us on the same day of delivery to enable prompt resolution, in which case Altora Galerie will bear the full associated costs.

3. Conditions for Accepted Returns

To be eligible for a return, the following conditions must be met:

  • The product must be in its original condition as received, unused, and free from damage caused by misuse.

  • All original tags and labels must remain attached.

  • The product must be returned with all accessories, components, and original packaging.

  • Clear photographs of the product must be provided when submitting a return request to verify its condition.

4. Return Request Procedure

Return requests must be submitted via email to:
altoragalerie@outlook.com

The request must include:

  • Order number

  • Reason for return

  • Clear photos of the product

Upon review, our team will respond with return instructions within a reasonable timeframe in accordance with customer service procedures.

5. Shipping Costs

  • Damaged, defective, or incorrect products: Altora Galerie will cover all return and shipping costs.

  • Change of mind returns: The customer is responsible for return shipping costs only.

6. Refunds

  • Once the returned product is received and inspected, and eligibility is confirmed, the refund process will be initiated.

  • Refunds will be issued to the original payment method or account used at the time of purchase.

  • Processing times typically range from 7 to 15 business days, depending on the payment provider and banking institutions.

7. Right to Refuse Returns

Altora Galerie reserves the right to refuse any return request that does not comply with the terms outlined in this Policy, including but not limited to:

  • Requests submitted outside the permitted return period

  • Products showing signs of use or damage caused by the customer

  • Missing tags, accessories, or original packaging

  • Failure to provide required documentation or photos

8. Return Packaging & Liability

Customers are responsible for securely packaging returned products. Altora Galerie shall not be liable for damage occurring during return shipment due to improper packaging by the customer.

9. Policy Updates

Altora Galerie reserves the right to amend or update this Policy at any time to ensure compliance with applicable regulations in the United Arab Emirates. Updated versions will be published on the website and become effective upon posting.

10. Contact Information

For return requests or inquiries:
Email: altoragalerie@outlook.com