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Store Policy


All Return/Replacement requests may only be processed within 30 days from the date of purchase. 

***Note that we don't offer product exchange for unwanted items. Customer can return the unwanted item back for a store credit if it is eligible for return.

Only items that are defective or damaged are eligible for replacement or exchange. Defective or damaged items will be replaced for the same item only.

Receipt or proof of purchase is required for all returns and exchanges.

If you purchased an Altenew product from a retailer or reseller, please reach out to them with your concern, so they can contact us.

The following items CANNOT be returned or exchanged:

  1. Gift cards
  2. Opened or used items
  3. Items for which more than 30 days have elapsed from date of purchase. (This applies to both Damaged/Defective and Unwanted items).
  4. Items without a receipt or proof of purchase.
  5. Sale items


    To request a refund, please email us at You will receive our Return Form to fill out and enclose with your returns. 

    Ship your item for return or exchange to:

    Attn: Returns/Exchanges
    3005 Milton Ave.
    Syracuse, NY 13209.

    Prior to shipping any return or exchange, please email with information about your return or exchange. You are responsible for shipping costs associated with returning your item. 

    Please allow adequate time to receive your exchanged product, as delivery times vary based on your location. You are recommend to use an insured and traceable delivery method.

    Upon receipt and inspection of your return, you will receive an email informing you of receipt of your item and the status of your refund request.

    Please note that a Store Credit will be issued as a refund method. The original shipping and handling charge is not refunded. Please allow up to two weeks for the processing of returns. 

    ALTENEW is not responsible for any returns lost in transit. No refunds will be issued for returns lost in transit.