Definitions: Altacolor LLC is hereinafter referred to as “Company” or “the Company”. The client or customer where not referred to as ‘client’ or ‘customer’ is hereinafter referred to as “you” or “your”.
Overview
Our refund and returns policy only applies to undecorated, blank products, returnable within 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Any product that has been decorated with your custom artwork or custom artwork that we created for you is not returnable nor refundable.
To be eligible for a return, your blank, undecorated item must be unused and in the same condition that you received it. It must also be in the original packaging if sold within packaging. The exception to the foregoing is any blank product that is sold in an unpackaged, bulk state and is a garment or other product that may have been placed in contact with intimate areas of a body.
Additional non-returnable items:
- Gift cards.
- Downloadable software products or artwork.
- Professional services rendered, such as design, consultation or production fees.
- Shipping fees, the cost of pallets or skids, duties, transfer fees or other similar or sundry fees or costs related to shipping or transfer of goods or of services are not refundable.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted, at the Company’s discretion:
- Any item that is returned more than 30 days after initial delivery.
Refunds
Once your return is received and inspected, the Company will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or other original method of payment, within 20 business days.
Late or missing refunds
If you haven’t received a refund to your original method of payment within ten days after the Company initially provided notice to you that a credit has issued, first check with your financial institution for any pending transactions.
After verifying the foregoing, please contact Altacolor at accounts@altacolor.com for investigation.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchange
We only replace or reprint items if they are defective or damaged, excluding shipping damage. The Company will remake decorated product or provide appropriate monetary compensation not to exceed the original retail value or the product at the Company’s discretion. Any product you believe is defective or damaged must be returned for inspection.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift code will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should ship your product to Altacolor LLC, 304 Hazelwood St., Leander, TX 78641.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if applicable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. The Company doesn’t guarantee that we will receive your returned item.
Need help?
Contact us at accounts@altacolor.com for questions related to refunds and returns. To go back to the site’s start page, click here.