Returns & Exchages
Returns and Exchanges
Last updated: 25 May 2026
This policy explains your statutory EU right of withdrawal and our practical return and exchange process for orders placed on https://altravolta.de.
1. EU right of withdrawal
If you are a consumer in the EU, you generally have the right to withdraw from an online purchase within 14 days without giving a reason. For goods, the period usually starts on the day you, or a third party appointed by you, receives the goods.
2. How to exercise your withdrawal right
To withdraw, contact us before the 14-day period expires:
Email: support@altravolta.de
Phone, English-speaking: +30 216 00 46359
You may use the model form below, but it is not mandatory.
Model withdrawal form
To ALTRA VOLTA, email: support@altravolta.de
I/we hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number:
Date:
3. Return shipping
Unless we state otherwise, you are responsible for the direct cost of returning the goods after withdrawal. Please contact us before sending products back so we can provide the correct return instructions and return address.
4. Condition of returned products
Products should be returned unused, clean, with original tags and packaging where possible. You may inspect products as you would in a physical shop, but you may be responsible for any loss in value caused by handling beyond what is necessary to check the nature, characteristics, and functioning of the products.
5. Refund timing
After a valid withdrawal, we will refund the payments received from you, including standard delivery costs where legally required, without undue delay and generally within 14 days. We may withhold the refund until we have received the goods back or you provide evidence that you have sent them back.
6. Refund method
Refunds are normally issued to the original payment method used at checkout, unless another method is agreed and does not cause you additional fees.
7. Exchanges
Exchanges depend on stock availability. To request a different size, colour, or item, contact us at support@altravolta.de. If an exchange cannot be completed, we may process a refund according to this policy.
8. Damaged, defective, or incorrect items
If an item arrives damaged, defective, or incorrect, contact us as soon as possible with your order number and photos. Your statutory guarantee rights remain unaffected.
9. Possible exceptions
The right of withdrawal may not apply to certain sealed goods that are not suitable for return for hygiene or health protection reasons once unsealed, or to goods made to the consumer's specifications or clearly personalised. We will state any applicable exception clearly on the relevant product page or during checkout.
10. Upcoming Germany note
For Germany-facing online stores, check whether a withdrawal/cancellation button is required on your Shopify store and implement it by the applicable deadline.