Returns & Refund Policy

Return window

You may return most items within 30 days of delivery. Items must be unused, in resalable condition, and in their original packaging with any tags, manuals and accessories included.

How to start a return

Email info@altivorixgroup.com or call +1 504-470-3952 with your order number and the items you wish to return. We will issue a return authorisation and confirm the return address. Returns sent without authorisation may be delayed while we identify them.

Items we cannot accept

• Safety equipment that has been worn, used or involved in an impact, including helmets.
• Items returned without original packaging or in a condition that prevents resale.
• Products damaged by misuse, alteration or normal wear.
• Gift cards and clearance items marked final sale on the product page.

Refunds

Once your return is received and inspected we email you the outcome and issue an approved refund to the original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 business days to post the credit. Original shipping charges are refunded only where the return is due to our error or a faulty product.

Return shipping costs

Customers pay return shipping for change-of-mind returns. We cover return shipping and provide a prepaid label where an item arrived damaged, faulty or not as described.

Exchanges

The quickest way to exchange for a different size, colour or model is to return the original item for a refund and place a new order, so the replacement is not held up while the return is in transit.

Faulty or incorrect items

If an item is faulty on arrival or we sent the wrong product, contact us within 14 days of delivery. We will arrange collection or a prepaid return and provide a replacement or a full refund, including shipping. This does not affect any rights you have under applicable consumer protection law.

Order cancellations

Orders can be cancelled at no charge at any time before dispatch. Once an order has shipped, the return process above applies.