Refund policy

Last updated: 24 August 2026

At Altura Labs, we aim to provide a straightforward and fair experience for our customers. Due to the nature of our products, returns and refunds are reviewed on a case-by-case basis.

1. Return Requests

Return requests must be submitted within 14 days of delivery.

To request a return, please contact us with your order number and the reason for the request.

Any return must be approved by Altura Labs before the product is sent back. Products returned without prior approval may not be accepted.

Where a return is approved, the product must generally be:

Unopened and unused
In its original packaging
Undamaged and in resalable condition
Returned within the timeframe provided by Altura Labs

Approval of one return does not guarantee approval of future return requests.

2. Change-of-Mind Returns

Change-of-mind returns are considered on a case-by-case basis and are subject to approval by Altura Labs.

We may decline a change-of-mind return where we determine that the product is unsuitable for resale, has been opened or used, or where other circumstances make the return unreasonable.

Where a change-of-mind return is approved, the customer is responsible for return shipping costs unless otherwise agreed.

Original shipping charges are generally not refundable.

3. Opened or Used Products

Due to the nature of certain products, we generally cannot accept products that have been opened, used, altered, damaged, or otherwise compromised.

If a product has been opened or used, any request for a return or refund will be assessed individually.

4. Damaged, Incorrect or Faulty Products

If you believe your order has arrived damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.

We may request photographs, videos, packaging information, or other details to assist with our assessment.

Following review, Altura Labs will determine the appropriate resolution, which may include a replacement, refund, store credit, or another suitable remedy.

5. Refunds

Refunds are subject to approval following review of the relevant circumstances and, where applicable, inspection of the returned product.

Where a refund is approved, it will generally be issued using the original payment method.

Processing times may vary depending on the payment provider or financial institution.

Altura Labs may decline a refund request where the applicable requirements for a return have not been met.

6. Return Shipping

Where a return has been approved, Altura Labs will provide instructions regarding the return process.

Unless otherwise agreed, the customer is responsible for the cost and risk associated with returning an item.

We recommend using a tracked shipping service when returning a product.

7. Exchanges

Exchanges may be considered at the discretion of Altura Labs and are subject to product availability.

If an exchange cannot be accommodated, another resolution may be offered where appropriate.

8. Final Assessment

All return, exchange, and refund requests are reviewed individually. Altura Labs reserves the right to assess the condition of products and the circumstances surrounding each request before determining whether a return, exchange, refund, credit, or other resolution is appropriate.

We will communicate the outcome of the assessment to the customer once our review has been completed.

9. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under applicable New Zealand law, including the Consumer Guarantees Act 1993.

Where a product is subject to a legally required remedy, those rights will continue to apply.