Return and Refund Policy

Returns, Faulty goods and Transit damage

Unless there is a fault with the item we don’t accept returns.

Please make sure to consult the Size Chart before placing your order. 

If your goods develop a fault within 14 days of delivery (including goods delivered with a print or manuf­ac­turing fault), the goods may be returned for replacement. In all queries relating to faulty goods we require customers provide photographic evidence so we can investigate the issue.­ These promises do not apply to faults caused by accident, neglect or misuse.

All goods are examined in detail by ourselves prior to dispatch to ensure that they leave our warehouse in perfect condition. However, transit damage unfor­tunately can occur. If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept delivery and notify us immediately. If damage is only evident upon opening of packaging, then you must inform us within 48 hours of receipt. In either case, we will then arrange re-delivery of replacement goods as soon as possible. If an order that has been shipped does not arrive with you within the recommended shipping time, please e-mail us at info@altosaxo.net with the order number and we will look into this for you. We do have to allow the carrier reasonable time to deliver your order, however after this time has passed we will dispatch replacements if they are deemed to be lost in transit. Please note we have to be made aware of any orders not received within 28 days of the order being shipped. 


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 (if applicable) 

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we 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, 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@altosaxo.net. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 


Shipping 
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. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.