RETURNS
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Our policy lasts 90 days for a basic return. If 90 days have gone by since your purchase, please contact us with the problem and we work to rectify the problem. Alterra Pure stands by our products and we accept returns for defects in quality and workmanship.
PLEASE NOTE: Alterra Pure specializes in heirloom, tight weave percale sheets. Per instructions, you should wash and dry your sheets at least twice before use. The tight weave becomes tighter and more crisp after the first wash / dry cycle as yarns shrink slightly and become tighter. From the second wash/dry forward, your sheets take on that heirloom quality that is so prized. Percale weave wrinkles. We recommend prompt removal from the dryer. We sell organic cotton percale sheets with the highest level of organic integrity, no wrinkle free treatments are used in true organic cotton.
To be eligible for a return, all components must be included in the return. It must also be in the original packaging.
To complete a return, we require a receipt or proof of purchase. Your order number or email should suffice for us to locate your order. We will email you the address for return.
Please contact us at alterrapure@gmail.com and we will initiate the return process. Once you contact us, we will provide the address to return your item for a full refund. Please ship via a method that provides a tracking number and provide us that information so we can also track and handle your return more effectively.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. After inspection, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, typically within a 5-7 days.
Late or missing refunds
It takes 5-7 days on average for a refund to credit back to the original form of payment. Refunds and/or credits will only be made to the original form of payment. If you haven’t received a refund yet, re-confirm with your bank or account holder, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you've checked with account and sure your refund is not posted, feel free to contact us at alterrapure@gmail.com and we'll look into the situation.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Return Reporting
Like many retailers, we may use a third party to reduce fraud and losses due to excessive returns. Our third-party partner may record your ID information when you return an item. Based on your specific history of returns and exchanges (i.e. the number and frequency of returns, products returned), you may be denied return or exchange privileges after a warning, even if you have a receipt and have otherwise complied with the policy.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift credit will be e-mailed to you.
Shipping your Return
To return your product, you should send your product using the address provided to you after notifying us of intent to return. It is important that you use our address provided with order number included so we can receive and credit your return appropriately.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
Quality Issues
Alterra Pure guarantees the quality of our product. If you have any problem, whatsoever, please contact us at alterrapure@gmail.com. Do not send your product back without contacting us for address. Please send photos of any problem for our reference and continued pursuit of excellence in product quality. We will repair or replace any item that slips through our Quality Control.
Warranty and Unauthorized Dealers
The above warranty terms apply only to purchases made directly from Alterra Pure or an authorized dealer. Please see the list of authorized dealers at the bottom of this page. Unfortunately, Alterra Pure products are sometimes sold by companies that are not authorized to do so. Goods sold by these unauthorized companies are not purchased from Alterra Pure; instead they are acquired from a host of other sources. Due to the nature of the goods sold by unauthorized dealers and their business practices, products sold by unauthorized dealers are not entitled to Alterra Pure warranty coverage. We are using our best efforts (including this warning) to prohibit these companies from taking advantage of consumers, but these practices still exist. We urge you to use diligence when selecting a dealer to make your purchase.
Alterra Pure products sold by unauthorized dealers sometimes are purchased on a secondary "gray" market and can be pirated goods not produced by Alterra Pure, damaged, defective or so-called "B" stock goods, or stolen goods. Please note, Alterra Pure does not sell on eBay or Craigslist and any products purchased on those sites it covered under Alterra Pure's warranty. We use every due diligence to stop these unauthorized sellers relying upon the cooperation of those websites.