Refund policy
# Return and Refund Policy
At **Alter Standard**, our items are made to order via print-on-demand or produced in limited batches (such as our stationery and postcards). To maintain sustainable operations and minimize environmental waste, **all sales are final. We do not accept returns or exchanges for change of mind, incorrect sizing, or buyer’s remorse**, except where strictly required by applicable law.
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### 1. Order Cancellations
Orders can only be canceled **before production or fulfillment has started**:
* **Print-on-Demand Goods:** Cancellations are accepted only before the order has been submitted to production with our printing partners.
* **In-Stock Goods (Postcards & Stationery):** Cancellations are accepted only before order processing and packing begin.
Once an order has entered production, processing, or fulfillment, it cannot be canceled or modified.
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### 2. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or if you received the wrong item:
1. Contact us within **14 days of delivery** at **hello@alterstandard.com** with your order number and clear photos showing the issue or error.
2. Once verified, we will issue a **free replacement** or a **full refund** (including applicable product prices, standard shipping costs, and taxes).
3. **No Return Required:** To reduce waste and avoid international shipping hurdles, you do not need to ship the item back to us. You may keep, donate, or responsibly dispose of it.
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### 3. European Union 14-Day Right of Withdrawal (EU Customers Only)
If your order is shipped to an address within the European Union, you have the legal right to cancel or withdraw from your purchase within **14 days** of receiving your item(s) without providing a reason.
* **How to Exercise:** Email us at **hello@alterstandard.com** within 14 days of receiving your final item to request a withdrawal.
* **No Return Required:** In alignment with our sustainable returnless policy, you are not required to ship the items back to Canada.
* **Refund Scope & Timeline:** If you exercise your right of withdrawal within the 14-day window, we will refund the product price and standard outbound shipping costs (along with applicable taxes) within **14 days of receiving your withdrawal request**. Express shipping upgrades are non-refundable.
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### 4. Exemptions & Non-Returnable Items
Unless defective upon delivery or protected by mandatory local laws (such as EU withdrawal rights):
* Change of mind, incorrect size or color selection, digital downloads, gift cards, and final-sale items are non-refundable.
* Custom-made or personalized goods created specifically to customer instructions are strictly final sale. *(Note: Standard Alter Standard catalog artwork is not considered personalized).*
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### 5. Refund Processing Time
* Once a refund is approved and issued by us, it will be refunded to your original payment method.
* Refunds typically take **5 to 10 business days** to process, but actual processing and posting times depend on your payment provider or financial institution.
* If you have not received your refund after an extended period following our confirmation, please contact us at **hello@alterstandard.com**.
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### Contact Us
For any questions regarding your order or this policy, please reach out to:
* **Email:** hello@alterstandard.com