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Refund & Return Policy

Last updated: 2026

This Refund & Return Policy applies to purchases made through Altverna, operated by Silverstein Global Ltd.

By placing an order on this website, the customer agrees to the terms outlined below.

1. Return Requests

Customers may request a return within 14 days of receiving their order.

To be eligible for a return:

  • The item must be unused, unopened, and in the same condition as received
  • The item must be returned in its original packaging
  • Proof of purchase must be provided

Items that are used, opened, damaged after delivery, or missing packaging will not be eligible for a refund.

For hygiene and safety reasons, certain products cannot be returned once opened.

2. Return Authorization Required

All returns require prior authorization.

To request a return, customers must contact:
info@altvernastore.com

Requests must include:

  • Order number
  • Reason for return
  • Photo/video evidence (if applicable)

Returns sent without authorization will not be accepted.

Return instructions and the correct return address will be provided after approval.

3. Return Shipping

  • Customers are responsible for return shipping costs unless the item is confirmed defective or incorrect
  • Original shipping fees are non-refundable
  • Returns must be sent using a trackable shipping method

We are not responsible for returns lost in transit without tracking.

4. Damaged, Defective, or Incorrect Items

Customers must report damaged, defective, or incorrect items within 48 hours of delivery.

  • Photo or video evidence is required
  • Claims submitted after this timeframe may not be accepted

If verified, we will provide:

  • A replacement, or
  • A refund (if replacement is not possible)

5. Shipping & Delivery

Orders are processed within 1–2 business days.

Estimated delivery times:

  • Europe: 5–12 business days
  • International: 7–15 business days

These timeframes are estimates and may vary due to logistics providers, customs, or external factors.
Customers acknowledge that delivery times may vary depending on destination and logistics conditions.

Delays outside our control do not qualify for refunds.

6. Non-Delivery

If an order has not been received within 30 days after dispatch, customers must contact us.

We will:

  • Initiate an investigation with the shipping carrier
  • Provide a resolution if the shipment is confirmed lost

Claims made before this period may not be eligible for resolution.

7. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping details.

Orders that fail delivery due to incorrect or incomplete address information:

  • Are not eligible for refunds
  • May require additional shipping fees for reshipment

8. Refused Deliveries

If a customer refuses delivery of an order:

  • The order will not be eligible for a refund
  • Any return or handling fees may be deducted
  • Shipping fees are non-refundable

9. Proof of Delivery

All orders are shipped to the address provided at checkout.

If tracking confirms successful delivery:

  • The order is considered fulfilled and completed
  • Claims of non-receipt after confirmed delivery will not be eligible for a refund

Customers must contact the shipping carrier for further assistance.

10. Refund Processing

Returned items will be inspected upon receipt.

If approved:

  • Refunds are issued to the original payment method only
  • Processing time: 5–10 business days

Additional delays may occur depending on the customer’s bank or payment provider.

11. Non-Refundable Situations

Refunds will not be granted for:

  • Used, opened, or damaged items after delivery
  • Requests made outside the return window
  • Unauthorized returns
  • Missing original packaging
  • Lost returns without tracking
  • Refused deliveries
  • Incorrect shipping details provided by the customer

 

12. Order Cancellations

Orders may be cancelled within a short period after purchase, before processing begins.

Due to our fast fulfillment process, orders are typically processed within 12 hours of being placed.

Once an order has been processed or shipped, it cannot be cancelled.

13. Chargebacks & Disputes

Customers must contact our support team before initiating a chargeback.

We are committed to resolving issues quickly and fairly.

Unjustified disputes may be challenged using:

  • Delivery confirmation
  • Tracking data
  • Order records
  • Customer communication history

14. Customer Responsibility

By placing an order, the customer confirms that:

  • All information provided is accurate and complete
  • They understand delivery timelines and conditions
  • They agree to this policy in full

Failure to comply may result in the order not being eligible for a refund.

15. Fraud & Abuse

We reserve the right to refuse returns, refunds, or service in cases of:

  • Suspected fraud
  • Abuse of our policies
  • Excessive disputes or claims

16. Contact Information

Altverna
Operated by Silverstein Global Ltd

Unit 2A, 17/F Glenealy Tower
No.1 Glenealy
Central, Hong Kong

Email: info@altvernastore.com