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Return & Exchange Policy

At ALTA QUERO, we take immense pride in the quality and craftsmanship of every product we create. Each piece is thoughtfully made, and because of the nature of our work, we do not offer refunds. However, we are happy to facilitate exchanges in specific cases where the product delivered does not meet our promise.

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No Refund Policy

Please note that we do not offer refunds under any circumstances. All sales are final. We kindly ask customers to review their orders carefully before confirming the purchase.

 

Eligible Reasons for Exchange

Exchanges will be approved only in the following situations:

  1. Wrong Item Delivered
    You received an item that does not match your confirmed order (wrong color, size, or model).

  2. Manufacturing Defect
    The item has a clear manufacturing fault or damage that occurred before reaching you.

  3. Damaged Items
    If your order arrives damaged, contact us within 48 hours with photos. Return shipping will be covered by us if approved, and a replacement will be issued after we receive the item.

 

Exchange Request Timeline

To qualify for an exchange:

  • You must email us at info@altaquero.ca within 48 hours of receiving the product.

  • Requests sent after this window will not be accepted under any condition.

 

Return Shipping and Item Conditions

To complete the exchange:

  • The product must be unused, unworn, and in its original condition, with all tags and packaging intact.

  • The item must be shipped back to us within 14 days of exchange approval.

  • Include proof of purchase (invoice or confirmation email) and photographs of the product and issue.

 

Shipping Responsibility

  • If the issue was due to our error (wrong or defective item), we will cover the return shipping cost.

  • If the issue is not due to our error (e.g., customer ordered the wrong item by mistake), the customer is responsible for return shipping both ways.

 

Exchanges Will Not Be Granted If:

  • The exchange request is received after 48 hours of product delivery

  • The item shows signs of use, wear, damage, or tampering

  • The product was purchased during a sale, promotion, or clearance event

  • The issue is due to personal preference or a change of mind

 

How to Request an Exchange

Please email info@altaquero.ca with the subject line: Exchange Request – Order #[YourOrderNumber]

Include:

  • Your Full Name

  • Order Number

  • Clear photos of the product, packaging, and the issue

  • A short description of the problem

We’ll review your request and respond within 48 business hours.

 

Final Note

All exchanges are subject to approval. ALTA QUERO reserves the right to deny any request that does not meet the terms outlined in this policy.

We thank you for supporting handcrafted excellence and for being a part of our creative journey.

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