Refund policy

Refund & Return Policy

We hope you are satisfied with your purchase from Altavera Commerce Inc. This Refund & Return Policy explains how we handle returns, refunds, replacements, and related requests for orders placed through our Website.

Scope

This Policy applies to products purchased directly through our official Website and delivered within the United States.

We operate an online retail store offering children’s toys, playsets, and related play accessories.

Return Window

You may request a return within 30 calendar days from the date your order is marked as delivered, unless a different return condition is stated on the product page.

Return requests submitted after the 30-day period may not be accepted.

Return Conditions

To qualify for a return:

The product must be unused and in its original condition.
All original packaging, labels, manuals, accessories, parts, and inserts must be included.
The product must not be altered, damaged, stained, washed, or modified.
Products supplied as sets must be returned with all original pieces and accessories.
Proof of purchase, such as an order number or confirmation email, must be provided.

Returned products that show signs of use, improper handling, missing parts, stains, odors, scratches, damage, or other conditions affecting resale may be rejected or may qualify only for a partial refund.

Children’s Products and Playsets

Children’s products must be returned clean, complete, unused, and with their original packaging.

Products containing multiple figures, furniture pieces, accessories, or other components must be returned with all pieces originally supplied.

Products that have been damaged after delivery, improperly assembled, modified, or returned with missing components may not qualify for a full refund.

For hygiene and safety reasons, products that have been placed in a child’s mouth or used in a way that materially affects their cleanliness may not be eligible for return.

Minor differences in color, appearance, or product details caused by photography, screen settings, or normal production variations are generally not considered defects.

Personalized and Final Sale Items

Personalized, customized, made-to-order, or special-request products cannot normally be returned or refunded once preparation or production has started unless they arrive damaged, defective, or materially different from the order.

Products clearly marked as Final Sale, Clearance, or Non-returnable may not be eligible for return unless they arrive damaged or defective.

Any applicable return restrictions will be stated on the product page or at checkout.

Contact Us Before Returning

Please contact us before sending any product back.

We may use different warehouses, fulfillment partners, or return locations depending on the product. The return address may therefore be different from our company address or the address shown on the original package.

Email: info@altaveracommerce.com
Phone: +1 (307) 457-1109

Please provide:

Your name
Order number
Product you wish to return
Reason for the return
Photos or videos where applicable

If your return is approved, we will provide the correct return address and return instructions.

Returns sent without prior approval or to an incorrect return location may not be accepted or refunded.

Return Shipping Costs

If the return is caused by our error, such as receiving an incorrect product or a confirmed defective item, we may provide a prepaid return label or reimburse reasonable return shipping costs.

For returns caused by a change of mind, incorrect selection, or personal preference, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

Damaged, Defective, Incomplete, or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 7 calendar days of delivery.

Please provide:

Your order number
Photos of the product received
Photos of the outer packaging
Photos of the inner packaging
Clear photos or video showing the issue

If a set contains missing figures, accessories, furniture pieces, or other included components, please clearly identify the missing items when contacting us.

Please keep the product and original packaging until the request has been reviewed.

After reviewing the information, we may offer an eligible replacement, partial refund, full refund, or another appropriate solution depending on the circumstances.

Refund Process

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow 7–14 business days for the refund to appear after it has been processed. Actual posting times may vary depending on your bank, card issuer, or payment provider.

Shipping fees and additional handling charges may not be refundable unless the return was caused by our error or applicable law requires otherwise.

Partial Refunds

In certain situations, only a partial refund may be issued, including when:

Original components or accessories are missing
Original packaging is significantly damaged or missing
The product shows signs of handling or use
The product has been damaged after delivery
The returned condition materially reduces the product’s resale value

Any partial refund will be determined after inspection of the returned product.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, style, or design, please return the original item according to this Policy and place a new order through our Website.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to process cancellation requests before the order enters fulfillment or shipment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In that case, you may request a return after delivery in accordance with this Policy.

Gift Orders

Refunds for gift orders are normally issued to the original payment method used to place the order.

We generally cannot issue a refund directly to the gift recipient unless otherwise approved or required by applicable law.

Product Care and Safety

Always follow the age recommendations, product instructions, assembly guidance, and safety warnings provided on the product page, packaging, or instruction materials.

Children’s products should be inspected by an adult before use.

Do not allow a child to use a product that is broken, incomplete, damaged, or has loose or missing components.

Products containing small or removable parts should be kept away from children below the recommended age range.

We are not responsible for damage caused by misuse, improper handling, unauthorized modification, normal wear and tear, or failure to follow applicable product instructions and safety guidance.

Consumer Rights

Nothing in this Policy is intended to limit or exclude any consumer rights or remedies that cannot legally be limited or excluded under applicable law.

Contact Information

For questions about returns, refunds, replacements, or damaged products, please contact:

Altavera Commerce Inc
Email: info@altaveracommerce.com
Phone: +1 (307) 457-1109
Address: 1021 E Lincolnway Unit 1488, Cheyenne, WY 82001, United States