Returns

Return Policy - Altra Running Singapore

At Altra Running, we are committed to providing exceptional customer satisfaction and ensuring a smooth shopping experience. We understand that sometimes returns are necessary, and we have tailored our return policy specifically for our valued customers in the Southeast Asian market. Please review the following guidelines and procedures regarding returns:

Eligibility for Returns:

1.1. Footwear: Altra Running footwear can be returned within 7 days of the delivery date, provided they are in new and unused condition. The shoes should be unworn, with all original tags, packaging, and accessories intact.

1.2. Apparel and Accessories: Apparel and accessories, such as clothing, gaiters, and caps, can be returned within 7 days of the purchase date, provided they are unworn, in their original condition, and with all tags attached.

Exclusions:

2.1. Clearance Items: Clearance items are considered Final Sale and are not eligible for return, exchange, or refund, unless they are damaged or defective upon receipt.

2.2. Customized Products: Any products that have been customized or co-branded, if any, are non-returnable unless they are defective or damaged. Free items such as shirts are not returnable.

Return Process:

3.1. Initiation: To initiate a return, please contact our customer support team via ‘Chat with us’ within the eligible return period. Provide your order details, including the order number, item(s) to be returned, and the reason for the return.

3.2. Return Authorization: Our customer support team will provide you with a Return Authorization (RA) number and detailed instructions on how to proceed with the return. Please note that returns without a valid RA number may not be accepted.

3.3. Packaging and Shipping: Please ensure that the item(s) are securely packaged to prevent damage during transit. Include all original packaging, accessories, and a copy of the original invoice or proof of purchase, if any.

3.4. Return Shipping Costs: Customers are responsible for the return shipping costs, unless the return is due to a defective or damaged item.

  

Refunds and Exchanges:

4.1. Refund Process: Once we receive and inspect the returned item(s), we will process the refund within 7 business days to the original payment method used during the purchase. The refund amount will exclude any shipping fees. The refund is marked as Pending for up to 2 business days. However, it can take up to 10 business days for you to receive the refunded amount. NOTE: Actual number of business days will also depend on your bank's processing time. It could be within a week or two weeks from the commencement of refund process. 

4.2. Exchange Process: If you would like to exchange an item for a different size, color, or style, please indicate your preference when initiating the return. Our customer support team will guide you through the exchange process and assist with any additional costs or product availability.

 

Damaged or Defective Items:

5.1. If you receive a damaged or defective item, please contact our customer support team immediately upon receipt. Provide details and supporting evidence, such as photographs, to facilitate the return process.

5.2. Our customer support team will work with you to arrange for a return, exchange, or refund of the damaged or defective item(s) at no additional cost.

 

Customer Support:

6.1. For any questions, concerns, or assistance with returns, our customer support team is available to help. Please reach out to us via 'Chat with us' during our business hours.

Please note that this return policy is specific to purchases made through the official Altra Running Singapore website. For purchases made through other channels and official retailers, please refer to the respective seller's return policy.

We strive to provide a seamless shopping experience and ensure your satisfaction with Altra Running products. Thank you for choosing Altra Running Singapore.

 

 Last Update: 19-Aug-2024