Refund policy

 

Made-to-Order Policy All items are custom-made to order specifically for you. We cannot accept returns or offer refunds for change of mind, as each piece is created uniquely for your order.

Return Window to Report Faulty Items

  • UK Customers: 14 days from delivery to report faulty items
  • EU Customers: 14 days from delivery to report faulty items

Defective or Damaged Items If you receive a defective, damaged, or incorrect item, please contact us immediately at altu.markt@gmail.com with:

  • Your order number
  • Photos of the defective/damaged item
  • Description of the issue

We'll arrange a replacement or full refund at no cost to you for manufacturer defects.

Return Process for Faulty Items Email us at altu.markt@gmail.com within 14 days of delivery with:

  • Your order number
  • Photos of the faulty item
  • Description of the fault
  1. Wait for authorization – Returns must be approved before sending items back
  2. Ship to: Altu Studio, Nottingham, NG7 6NP
  3. Return shipping costs are covered by us for faulty items

Important: Unauthorized returns will not be accepted.

Refunds (Faulty Items Only) Once we receive and inspect your return:

  • Approved refunds are processed within 7 business days
  • Refunds issued to your original payment method
  • Please allow additional time for your bank to process the refund

EU Consumer Rights EU customers have a statutory 14-day right of withdrawal for online purchases. However, this right does not apply to goods made to your specifications or clearly personalized (Consumer Rights Directive 2011/83/EU, Article 16(c)).

Questions? Contact us at altu.markt@gmail.com for any return-related queries.

This policy does not affect your statutory rights.