Return Policy
Altair Return Policy:
If you’re not satisfied with your purchase, we accept returns within 30 days of your delivery, provided that all items are in their original packaging and strapped to a pallet (for LTL shipments). Please note, customers are responsible for covering the costs associated with returning the items, including shipping. A refund will be issued after our team has received and thoroughly inspected the condition of the returned item. If the team verifies the product to be in good “Like new” condition, we will issue a refund.
Returns that arrive damaged and/ or in an unsellable condition within the 30 day window will not be issued a refund by Altair. Customer is responsible for filling a claim with the carrier they assigned.
Attention: This policy specifically excludes vanity countertops, which are non-refundable under any circumstances.
Please note the following:
● Inspect all delivered products immediately upon delivery.
● Freight charges and expedited shipping charges, if applicable, are non-refundable once the item
is returned.
● Once an order has been shipped, any cancellation costs incurred during transit will be covered
by the customer
● Altair reserves the right to refuse returns or exchanges of items that are not in “Like-new”
condition due to damage or misuse by the customer.
● Returned items are inspected upon receipt. Any appropriate credits and refunds will be issued
for the purchase price of the returned item(s), and taxes are refunded according to applicable
state law.
● If you request to return an item outside of the 30 day window, there will be a 25% restocking fee. Outside return window is limited to 60 days from the delivery date.
● Customers are responsible for covering the costs of return shipping, unless the item(s) were damaged during transit by our carrier and the carrier delivery receipt was noted as “DAMAGED” upon delivery date.
● Returns are not accepted on “as-is” marked items.
Parcel Policy and Return Eligibility
You may not cancel, change quantities, or alter the delivery address once items have been shipped. You may request to return your purchase for a refund of the merchandise cost within 48 hours of delivery.
Shipping back to Altair will also be at the customer's expense unless refused at time of delivery. Once item(s) are received and processed, refunds are generally issued within ten (10) business days.
Parcel carriers (e.g., UPS, FedEx, or USPS) will make 3 delivery attempts. In the event that the parcel carrier is unsuccessful, they will keep the package at their local hub for up to 5 days. After 5 days, the item will be shipped to Altair. Once item(s) are received and processed, refunds are generally issued within ten (10) business days. You will not be refunded the original shipping fee.
Parcel items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way).
Initiate a Return
To initiate a return, it is required that you contact Altair Design's customer service team at support@altairdesignusa.com to obtain a Return Authorization (RMA) number. Any returned items that do not have an RMA number will not be accepted. The returned item and its packaging must be in their original condition for the return to be accepted.
Attention: Altair reserves the right to change the terms and conditions thereof at any time.
How Do I Receive and Inspect my Item(s)?
Please inspect your package carefully when it arrives and note the condition of the box. If the packaging/box is damaged, please write DAMAGED on the delivery receipt, and accept the shipment. When you bring the shipment into your home, carefully inspect each item for damages and report them to us as soon as possible. If the damages are noted on the proof of delivery, we will be able to accommodate replacements if reported within 48 hours of the delivery receipt.
If there is no visible damage to the packaging, please inspect the item for any concealed damage within 48 hours of delivery. Products and packaging NOT in original condition will not be accepted for return.
SHIPPING
Altair offers shipping across the 48 contiguous states. We ship your order directly from our warehouse with the most reliable freight carriers. Additional shipping fees will be applied for limited access areas such as but not limited to islands, rural areas, etc.
We make every effort to ensure that delivery of your order is in satisfactory time and condition; however we are not responsible for delays in transit beyond our reasonable control. Items less than 100 lbs. are shipped via Parcel Carriers (UPS, FED EX, USPS, DHL, etc.). Items over 100 lbs. ship via common carrier (LTL). We ship your order within 1-2 business days. Transit/Arrival times are expected to arrive within 5-7 business days depending on location.
We’ll provide a tracking number after the item(s) ships so customers can track it via online or by phone. The freight company will contact the receiver in advance to schedule a delivery date and time. ALL DELIVERIES ARE CURBSIDE; the freight company is only responsible for unloading this item off the Truck/Trailer and can not deliver into the property. (Accommodations made to bring the unit into the property after drop off is recommended).
Shipping Time:
All orders are processed within 24 hours during business days and hours. Actual shipping time is contingent upon availability of merchandise and credit verification by our Credit and Fraud Protection Department. To provide a worry free shopping experience, orders are shipped 48 hours (UPS Items) after being received. We don't ship to APO or POB address or to Hotels. (Unless coordinated prior with Altair Leadership)
Arrival / Delivery
Someone must be present at time of freight arrival to accept the package. Please be mindful of the condition in which freight will arrive; open your package carefully upon the arrival of your item and examine whether there is any damage to the item. Before signing the proof of delivery (bill of lading), count the boxes and inspect the package for any potential damage that may have occurred while in transit. It's normal for the packaging to show some wear. DO NOT discard your packing materials immediately, in the case you might need to ship item back, all returns MUST be in the original package as with any other product that must be returned to qualify for refund, exchange or replacement.
Disclaimer
We are not responsible and/or liable for property damages during transit on customers’ pick-ups, and after installation/operation of the unit. Please exercise best practice for the installation of the unit and check all connections for water leaks before normal operation. Installation/item transit might adversely affect the integrity of included piping. Make your purchase ahead of time to allow sufficient transit time and coverage in the case of any eventualities (i.e.: damaged item/exchange). We are in no event liable or responsible for any injury, loss, damage, liability, debt, cost, expense, charge or fee of whatever nature, incurred or suffered by purchaser, or any successor or customer of purchaser, whether direct or indirect, incidental or consequential, or in any other manner, in connection with the purchase, use or any resale of the goods.