Exchange, Refund and Return Policy
At Altura Siete, our priority is to ensure the complete satisfaction of our customers. That is why we offer a fast and reliable process for exchanges, refunds and returns, always safeguarding the quality and exclusivity of our products.
1. Time Frames for Exchanges and Returns
• Size or Model Exchanges: You can request an exchange within 10 calendar days of receiving your order. Subject to inventory availability.
• Returns: Returns can be requested within 10 calendar days from the date you receive the product.
• Manufacturing Defects: You have up to 90 calendar days to report defects related to the quality or manufacture of the product. The warranty does not cover damage resulting from misuse, natural wear and tear, or lack of care according to Altura Siete's recommendations.
2. Conditions for Exchanges and Returns
To ensure a successful process:
1. The product must be:
• In perfect condition, with no signs of use.
• In its original packaging with all accessories, including tags, bags and box.
2. Returns of personalized or limited-edition products will not be accepted, unless they have manufacturing defects.
3. Refund Options
• Direct Refund: If you prefer a refund, it will be processed to the original payment method. Timing depends on your bank (5 to 10 business days).
• Store Credit: You can opt for electronic credit equal to the amount paid, valid for 90 days for future purchases online or in our boutiques.
• Exchange for Another Product: If you select a lower-priced product, the remaining amount will be credited as a balance in your account.
4. Process for Exchanges or Returns
1. Initial Contact:
• Send us an email at clientes@alturasiete.com with:
• Order number.
• Photographs of the product (including packaging and any defects, if applicable).
• Reason for the exchange or return.
2. Approval:
• Our team will review your request within 2 business days and, if approved, you will receive a prepaid shipping label.
3. Shipping the Product:
• Use the label provided to send the product to our facilities. It is essential that the packaging is intact.
4. Confirmation:
• Once the product is received and its condition validated, we will process the exchange, refund or credit within 5 business days.
5. Shipping Costs
• The first exchange or return is completely free if made within the established time frames and if your purchase was over 4,000 pesos; below that amount, the customer must pay the shipping cost.
• Additional exchanges or returns outside the time frame will be at the customer's expense.
6. Exclusions
• Returns will not be accepted for products purchased in special promotions or clearance, or for personalized or special-edition items, unless they have defects.
• Used or damaged products, or products without their original packaging, will not be eligible for exchanges or returns.
7. Warranties
• All products carry a 90-calendar-day warranty against manufacturing defects.
• In the event of defects, Altura Siete will cover the cost of repair or replacement, as applicable.
8. Contact for Exchanges and Returns
If you have questions or need assistance, please do not hesitate to contact us:
• Email: clientes@alturasiete.com
• WhatsApp: (81)12416838
• Business Hours: Monday to Friday, 9:00 am to 6:00 pm (Mexico time).
Altura Siete thanks you for your preference and trust. Every pair of footwear is a work of art that deserves attention to every detail, so we strive to offer a service that reflects the same dedication.
Altura Siete es una marca mexicana de lujo especializada en zapatos y bolsos de edición limitada elaborados con piel genuina y materiales exclusivos de alta calidad.
