Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it or unused, with seals & tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at sales@alteravitae.ca. If your return is accepted, you will be asked to send us the items. The customer is responsible for any return shipping costs. We recommend using a tracking number and ensuring your parcel has insurance in case of loss or damage.

Altera Vitae will only pay for a return's shipping costs if a product arrived damaged or if an incorrect item was shipped with your parcel. Hence, if there was a mistake on our part, we will send you a return shipping label, as well as for instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@alteravitae.ca.

Damage and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and unsealed personal care goods. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on special items, sale items, or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.