Refund policy

Return and Refund Policy

Free 30-day returns, full store credit

You have 30 days after receiving your item to request a return. Return shipping is free and there is no restocking fee. Approved returns are refunded in full as Altera store credit, a digital gift card that never expires, so you can choose something you love from over 1,000 pieces in our collection. Items that arrive damaged, defective or incorrect are covered separately (see Damages and issues below).

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all parts, hardware and accessories. Assembled items must be disassembled and repacked. You'll also need your order number or proof of purchase.

How to start a return

Contact us at support@alterahomedesign.com with your order number and the reason for the return. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, return shipping is on us: we will send you a prepaid return label, or arrange a pickup for larger furniture, along with instructions on how to pack your item.

Refunds

We will let you know once we've received and inspected your return. Your store credit is emailed to you as a digital gift card within 10 business days of approval, ready to use on any order. If a damaged or defective item cannot be repaired or replaced, the refund goes to your original method of payment within 10 business days; your bank or credit card company may take a few extra days to post it. If more than 15 business days have passed since your return was approved, contact us at support@alterahomedesign.com.

Damages and issues

Please inspect your order upon delivery. If your item is damaged, defective or incorrect, contact us at support@alterahomedesign.com as soon as possible after delivery with your order number and clear photos of the item and its packaging. We will file a claim with the carrier and fix it at no cost to you, usually by sending replacement parts. If a replacement part is not possible, we will replace the item or refund it.

If possible, note any visible damage to the packaging on the carrier's delivery receipt before signing.

Order cancellations

Because many of our products are made to order, cancellation requests are accepted only before your order has entered production or shipment. Once an order has been handed to a carrier, it can no longer be cancelled or modified. Refusing a delivery does not count as a cancellation; the order will be treated as a return under this policy.

Contact us as soon as possible at support@alterahomedesign.com if you need to cancel an order, and we will confirm whether it is still possible.

Non-returnable items

The following cannot be returned unless they arrive damaged or defective:

• Custom or special-order items, including products made to your specifications
• Mattresses and bedding that have been removed from their original packaging
• Final sale and clearance items
• Gift cards

If you have questions about whether a specific item is returnable, contact us before ordering.

Exchanges

The fastest way to get the item you want is to request a return for the item you have and use your store credit on a new order for the one you want.

Contact information

Altera Home Design is a trade name of 9473-5222 QUÉBEC INC., a corporation legally registered and operating in the province of Québec, Canada.

Address: 4388 R. Saint-Denis #200, Montréal, QC H2J 2L1, Canada
Email: support@alterahomedesign.com
Phone: +1-833-992-9330