ALTA QUERO · CUSTOMER CARE

Returns &
Exchanges.

We want you to feel confident in your purchase. If something isn't right, we're here to help.

14 DAYS CANADA · KINGSTON
OUR POLICY 01

Shop with confidence.

At Alta Quero, we want you to be confident in your purchase. If something isn't right, please contact us and we'll work with you according to the policy below.

This policy applies to purchases made directly through altaquero.ca. Wholesale purchases and orders placed through third-party marketplaces such as Faire are subject to the applicable terms and policies of those sales channels.

01

14 Days

Eligible products may be returned or exchanged within 14 days of delivery.

02

Original Condition

Items must be unused, unworn, tagged and in resalable condition.

03

Proof of Purchase

Your order information or proof of purchase is required for an approved return.

04

Contact First

Returns must be approved before merchandise is sent back to us.

02

Returns

Eligible products purchased from altaquero.ca may be returned within 14 days of delivery.

To qualify for a return

  • The item must be unused and unworn.
  • All original tags must remain attached.
  • The item must be returned with its original packaging.
  • The item must be in resalable condition.
  • Proof of purchase is required.

Customers are responsible for return shipping costs when the return is due to change of mind, preference, colour choice, size choice, or another reason unrelated to an Alta Quero error or product defect.

Original shipping charges are non-refundable unless the return results from an incorrect, defective or damaged item.

Returns must be approved before merchandise is sent back to us.

03

Exchanges

Eligible products may also be exchanged within 14 days of delivery, subject to product availability.

For exchanges based on preference, colour or size, the customer is responsible for applicable return and reshipping costs.

If Alta Quero shipped the incorrect product, or an approved manufacturing defect is identified, Alta Quero will cover the reasonable shipping costs associated with correcting the order.

04

Damaged, Defective
or Incorrect Items

Please inspect your order when it arrives.

If an item arrives damaged, defective or different from what you ordered, contact us as soon as possible. For shipping damage, we ask that you contact us within 48 hours of delivery where reasonably possible so that we can investigate the issue promptly with the carrier.

Please include

  • Your name
  • Order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where shipping damage is involved

Once the issue has been reviewed and approved, Alta Quero may arrange a replacement, exchange, repair or refund, as appropriate to the circumstances.

Alta Quero will cover reasonable return shipping costs for approved incorrect, defective or damaged merchandise where the issue is attributable to Alta Quero.

05

Natural Leather
Variations

Leather is a natural material.

Variations in grain, texture, tone, markings and finish may occur from one product to another. Handcrafted and hand-finished products may also contain minor variations.

CRAFTED BY NATURE

These characteristics are part of the individuality of natural leather and handcrafted goods and are not necessarily considered defects.

06

Non-Eligible
Returns

We may decline a return or exchange where:

  • The request falls outside the applicable return period.
  • The product has been used, worn, altered or damaged after delivery.
  • Tags have been removed.
  • Original packaging is missing or substantially damaged.
  • The product is not in resalable condition.
  • The item was clearly identified as Final Sale and the request is based solely on change of mind or preference.
07

Refunds

Once an approved return is received, it will be inspected.

If approved, the refund will be issued to the original payment method. Processing times after a refund is issued may vary depending on the customer's bank or payment provider.

Return shipping costs and original shipping charges are not refundable for change-of-mind returns.

08

How to Request a
Return or Exchange

Email info@altaquero.ca with the subject line:

Return/Exchange Request – Order #[Order Number]

Include your

  • Full name
  • Order number
  • Reason for the request
  • Photographs where the item is damaged, defective or incorrect

We aim to respond to return and exchange requests within 2 business days.

Please do not send merchandise back before receiving return instructions from Alta Quero.

09

Consumer Rights

Nothing in this policy is intended to limit any rights or remedies available to a customer under applicable consumer protection law.

NEED HELP?

We're here
to help.

Questions about a return, exchange or damaged item? Contact our team and we'll be happy to assist.

Alta Quero Incorporated Kingston, Ontario, Canada info@altaquero.ca