Return & Gaurantee Policy
We stand behind what we make. Here's exactly how returns and our satisfaction guarantee work.
OUR PHILOSOPHY
If something isn't right, tell us. Our goal isn't to sell you a product — it's to earn your trust for a lifetime. If an Altura product doesn't work for you, we'll make it right.
1. Satisfaction Guarantee
We want you to feel confident trying Altura. If you are not satisfied with a product purchased directly from youralturawellness.com, you may request a return or exchange within 30 days of the delivery date, subject to the conditions below.
2. What Can Be Returned
2.1 Unopened Products
Unopened, unused products in their original packaging may be returned within 30 days of delivery for a full refund to your original payment method, minus original shipping costs (unless the return is due to our error).
2.2 Opened Products — Satisfaction Guarantee
Because we genuinely want Altura to work for you, we also accept returns on opened products within 30 days of delivery if you are not satisfied, limited to one opened-product return per customer per product, per 12-month period, to keep this guarantee sustainable for everyone. Please contact us before returning an opened item so we can guide you through the process.
2.3 Food Products (Nonna's Teas & Spices)
For food safety reasons, opened food products (teas and spice blends) can only be returned if the item arrived damaged, defective, or incorrect. If you are unsatisfied with an unopened food product, it may be returned within 30 days under the standard policy in Section 2.1.
3. What Cannot Be Returned
• Products returned more than 30 days after delivery.
• Products purchased through a third-party retailer or reseller (please refer to that retailer's return policy).
• Gift cards, where applicable.
• Digital products and course access, once accessed — see Section 7.
• Products damaged through misuse, or products where the satisfaction-guarantee limit in Section 2.2 has already been used for that item in the applicable 12-month period.
4. How to Start a Return
To begin a return, contact us at contact@youralturawellness.com with your order number and the reason for your return. We will respond with return instructions, generally within 2 business days. Please do not send products back without contacting us first, so we can make sure your return is processed correctly and promptly.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method, typically within 5–10 business days, though your bank or payment provider's processing time may vary.
6. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with a description (and photo, if possible) of the issue. We will replace the item or issue a full refund at no cost to you, including return shipping if applicable.
7. Digital Products & Courses
Digital courses and any future Altura Academy content are generally non-refundable once accessed, given the nature of digital delivery. If you experience a technical issue preventing access to content you've purchased, please contact us and we will make it right — whether that means resolving the access issue or issuing a refund.
8. Subscriptions
If you are enrolled in a product subscription (e.g., recurring RESTORE, REFUGE, or CEDRO/LAVANDA delivery), you may cancel or modify your subscription at any time before your next scheduled charge through your account settings or by contacting us. Subscription products already shipped are subject to the standard return policy above.
9. Exchanges
If you'd like to exchange a product for a different item rather than receive a refund, please note this when you contact us to start your return, and we'll do our best to accommodate it.
10. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (damaged, defective, or incorrect item) or falls under the satisfaction guarantee in Section 2.2, in which case we will provide instructions on how return shipping is handled.
11. Questions
We'd rather have an honest conversation than a rigid policy dispute. If your situation doesn't fit neatly into the categories above, contact us at contact@youralturawellness.com and we'll work with you directly.