Returns

Returns & refunds

Thirty days

Unused items in their original packaging can be returned within thirty days of delivery for a full refund of the item price. Write to support@alteraonline.store and we will send a returns confirmation with the correct address.

Items that have been burned or opened

We cannot resell a candle that has been lit or a bath product that has been opened, so those are not returnable — unless the problem is with the product itself, in which case see below.

If something is wrong with the product

A wick that drowns, a vessel that cracks, a scent that is plainly not what the label says: that is our fault and we replace it or refund it in full, whether or not it has been used. Photographs help but are not required.

Refund timing

Refunds are issued to the original payment method within three business days of us receiving the return, and typically appear on a statement within five to ten business days after that depending on the bank.

Exchanges

We do not process formal exchanges. Return the original for a refund and place a new order; it is faster for everyone.