Returns & Refund Policy

30-Day Return Policy

We have a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.

To be eligible for a return

• The item must be in the same condition that you received it
• Unused and unworn
• With original tags (where applicable)
• In its original packaging
• Accompanied by proof of purchase (receipt or order confirmation)

How to Start a Return

To request a return, please contact us at:

contact@altervhealth.com

If your return is approved, we will provide

• A return shipping label (where applicable)
• Instructions on how and where to send your package

Returns must be sent to

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If you receive any of the following, contact us as soon as possible:

• A defective item
• A damaged item
• The wrong item

Email us at contact@altervhealth.com so we can assess the issue and resolve it appropriately. We may request photographs or further information before approving a replacement or refund.

Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods (e.g., food items)
• Personal care goods (where seal has been broken)
• Custom or personalised products
• Hazardous materials, flammable liquids or gases
• Sale items
• Gift cards

Exchanges

We do not offer direct exchanges. The fastest way to receive a different item is to:

1. Request and complete a return (if eligible)
2. Place a new order once your return has been approved

14-Day Cooling-Off Period

Consumer Contracts Regulations 2013

If you are a UK consumer, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason, under the Consumer Contracts Regulations 2013.

To exercise your right to cancel

• You must inform us in writing within 14 days of delivery
• Items must be returned unused, in original packaging, and with proof of purchase

You are responsible for return shipping costs unless the item is faulty or incorrect.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved

• Refunds will be processed to your original payment method
• Within 10 business days of approval

Please note

• Your bank or credit card provider may take additional time to process the refund
• If more than 15 business days have passed since approval, please contact us at contact@altervhealth.com

Refunds may be reduced if the item shows signs of use beyond what is necessary to inspect it.

Liability Limitation

As stated in our Terms and Conditions:

• Our liability is limited to the price paid for the Product
• We are not responsible for misuse, improper handling, or failure to follow product instructions
• We do not accept responsibility for products manufactured by third parties, including Hinnao and York Home Test