Refund policy
RETURNS
Altro NZ has a 30 day return policy. Please contact us within 30 days of receipt of your item(s) if you wish to request a return and we may be able to provide a refund or exchange. Items sent to us without first requesting a return will not be accepted. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
FAIR USE: Please note that items such as goalkeeping gloves will experience wear and tear from it's first use due to the nature of the materials and demand of the position. We are unable to accept a return for items deemed fair use. Please make sure to follow the glove care guidelines to help keep your gloves in top condition before and after each use.
To be eligible for a return, your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging. We also require a receipt or proof of purchase. Your item(s) must also meet the following conditions:
- Unworn
- Unwashed
- Protective palm plastic is not removed (applicable to contact latex gloves)
- Not personalised
- Not a sale or prize item
We only replace items if they are defective or damaged upon your receival.
If your return request is accepted you will receive instructions for the item(s) to be sent back to us for inspection. We will notify you once we have received the item(s). We will also notify you of the approval or rejection of your refund or exchange.
If an item or items are returned to us damaged, worn, in an unsuitable condition and/or is deemed as fair use, then we will not be able to provide a refund or exchange and we will send the item(s) back to you (and ask you to cover the shipping cost).
Please note that all shipping costs are non-refundable. For more information on shipping please refer to our Shipping policy here.
Refunds (if applicable)
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@altro.co.nz
Sale items (if applicable):
Only regular priced items may be refunded or exchanged, unfortunately sale items do not fall within these return conditions.
Exchanges (if applicable)
If you wish to make an exchange for the same item you would still need to go through our returns procedure. Please send a returns request through our "Contact Us" page or email us at info@altro.co.nz
RESPONSIBILITY
Returned items will remain your responsibility until it is received by us so please make sure you package it so it cannot get damaged along the way. We recommend you use a tracked shipping option in this circumstance in order to provide updates of the item as it makes it way back to us. We don’t guarantee that we will receive your returned item.
Shipping notes
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs (if applicable) from your initial purchase are also non-refundable. Please note that if you receive a refund, the cost of return shipping will be deducted from your refund (if applicable). For more information on shipping please refer to our Shipping Policy here.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.