Return and Exchange Policy

At ALTA QUERO, we take immense pride in the quality and craftsmanship of every product we create. Each piece is thoughtfully made, and because of the nature of our work, we do not offer refunds. However, we are happy to facilitate exchanges in specific cases where the product delivered does not meet our promise.

No Refund Policy

Please note that all sales are final. We kindly ask customers to review their orders carefully before confirming the purchase.

Eligible Reasons for Exchange

Exchanges will only be approved in the following cases:

  1. Wrong Item Delivered
    You received an item that does not match your confirmed order (wrong color, size, or model).
  2. Manufacturing Defect
    The item has a clear manufacturing fault or damage that occurred before reaching you.
  3. Damaged on Arrival
    If your order arrives damaged, contact us within 48 hours with photos. Once approved, return shipping will be covered by us and a replacement will be issued after we receive the item.

Exchange Request Timeline

To qualify for an exchange:

  • You must email info@altaquero.ca within 14 days of receiving your order.
  • Requests sent after this period will not be accepted under any circumstances.

Return Shipping & Item Condition

To complete the exchange:

  • The product must be unused, unworn, and in its original condition, with all tags and packaging intact.
  • The item must be shipped back within 14 days of exchange approval.
  • Include proof of purchase (invoice or confirmation email) and clear photos of the product and the issue.

Shipping Responsibility

  • If the issue was due to our error (wrong or defective item), we will cover return shipping.
  • If the issue is not our fault (e.g., customer ordered the wrong item), the customer is responsible for return shipping both ways.

Exchanges Will Not Be Granted If:

  • The exchange request is received after 14 days of delivery
  • The item shows signs of wear, damage, or tampering
  • The product was purchased during a sale, promotion, or clearance event
  • The reason for exchange is personal preference or change of mind

How to Request an Exchange

Email info@altaquero.ca with the subject line:
Exchange Request – Order #[YourOrderNumber]

Include:

  • Your full name
  • Order number
  • Clear photos of the product, packaging, and the issue
  • A short description of the problem

Our team will review your request and respond within 48 business hours.

Final Note

All exchanges are subject to approval.
ALTA QUERO reserves the right to deny any request that does not meet the terms outlined above.

Thank you for supporting handcrafted excellence and being part of our creative journey.