Return period

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, which is unused and unopened, in its original packaging.

You will also need the receipt.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items.

Please get in touch if you have questions or concerns about your specific item.

How to start a return?

To start a return, you can contact us at hello@altruistsun.com. Please note that returns should be sent to the following addresses depending on location:

Return shipments from UK (England, Northern Ireland, Scotland, Wales):
Larkfield Mill, 2, Aylesford ME20 6SQ, United Kingdom

Return shipments from EU:
Schutters 9-11, Rietwijkeroordweg 22, 1432 JE, Aalsmeer, Netherlands

1. Include your invoice inside the package.
   
2. Go to your local post office and purchase a shipping label to send the package. The customer is responsible for the return shipping, including all costs. We cannot refund any shipping costs.
   
3. Label the package as “Returned goods”.

Important:

• Always carefully check that your shipping details are correct before placing your order. Once the order has been processed and shipped, the address can no longer be changed. We are not responsible for incorrect or incomplete address details and cannot offer refunds or compensation for shipping costs or lost parcels in such cases.
• The shipping address you enter will automatically go to our warehouse system and a shipping label will be created automatically. Please ensure this address is correct, as we cannot change it.
• If an order is returned due to an incomplete shipping address, we will refund the products only, not the shipping.

If your return is accepted, we will we will internally review whether you are eligible for a refund before any payment is issued. Returns are at the responsibility and expense of the customer. Items sent back to us without first requesting a return will not be accepted.

For any questions regarding returns, you can always contact us at hello@altruistsun.com

Damage and issues

Please inspect your order upon reception and contact us immediately if the item is:

• Damaged
• Incorrect

We will evaluate the issue and resolve it as soon as possible.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

If approved, you will be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process the refund.

If more than 14 business days have passed since your return was approved, please contact us at:

• hello@altruistsun.com

Exchanges

The fastest way to get the item you want is to return your current item. Once your return is accepted, you can place a new order for the replacement item. This ensures you get the correct item without delays.