Buyer Protection

Refunds and Returns
Altonalon is an online marketplace for consumers. Returns and refund requests are processed by Altonalon in compliance with e-commerce requirements and our Terms of Service (TOS) and policies.
Policy
Altonalon’s Return and Refund policy reflects a balance of the needs of both buyers and sellers. Sellers are encouraged to create listings that provide buyers with an accurate description of the item being sold. If a buyer believes their purchase is significantly different than as described in the listing, they may request a return. Altonalon will review the return request to assess if the item is significantly not as described.
Buyers should anticipate minor handling and storage wear and are responsible for requesting additional details from sellers before purchasing, including concerns with odor, pet dander or fur. Cosmetic imperfections or minor blemishes–including, but not limited to, minor scratches or dents on packaging–that do not affect item’s functionality, are typically not grounds for a return or refund.
To help provide prompt payment for our sellers, Altonalon automatically rates a transaction within 72 hours of carrier-confirmed delivery. An order is considered completed once the buyer or Altonalon rates the transaction. Buyers must initiate return requests through the Order Status page or Rating page before the transaction is completed. Submitting a return request through these channels pauses the transaction and prevents it from completing. Requests made outside the Order Status page or Rating page do not pause the transaction and may not be reviewed by our Customer Support team. After a transaction has been completed, returns or refunds are not permitted.
If more time is required to review a return, the automatic rating may be paused until Altonalon has completed its investigation of the item.
If a return request is approved, Altonalon will provide the buyer with a pre-paid return shipping label (for items up to 50 pounds). The buyer must drop off the item with the designated carrier using the Altonalon-provided return label within 72 hours of receipt of the label, as confirmed by the carrier's first scan timestamp. If tracking updates do not occur within 168 hours of the return approval, the return may be voided and payment may be released to the seller.
For returns of items over 50 pounds, sellers must provide their own shipping labels. Item weight is determined by the greater of the actual weight or the dimensional weight of the package. If a return label is not provided within three (3) business days for items exceeding 50 pounds, the transaction will be canceled. If an order is marked as delivered but not received, buyers must contact Altonalon within 72 hours of the carrier-confirmed delivery time. Altonalon will pause the transaction and work with the carrier to verify delivery.
Altonalon will not return items that violate our Terms of Service including items that are prohibited to sell.
Return Eligibility
Return requests submitted within 72 hours from delivery (based on the carrier’s timestamp) and before the transaction is completed will be considered for the following reasons:
Item is significantly not as described in the listing
Item was damaged during shipping
Item is inauthentic/counterfeit
If the buyer’s concern is not eligible for a return under Altonalon’s Return Policy, the seller may choose – but is not required – to accept a return. Examples of non-mandatory return reasons include:
The item doesn't fit
The item smells (prior to purchase, buyers should ask sellers if the item has been cleaned, and/or comes from a smoke-free or pet-free environment)
The buyer changed their mind
Delayed shipping due to carrier or weather
Plants, cuttings, and seeds
Lots or large bundles without an itemized content list or photos where Altonalon cannot determine the items’ condition or description
For other reasons not listed in the eligibility criteria
Evaluation
As part of the return process, buyers must provide clear photos highlighting the significant discrepancies from the listings. When requested, additional photos of the shipping label, external packaging, and packing materials must also be provided. If extra items were included, buyers are required to document all items received. Altonalon may request additional photos to clarify or document the item’s condition upon arrival.
Buyers must submit all requested information within 24 hours of Altonalon’s request. Additionally, buyers should photograph the item after it has been repacked for return shipping, both before and after taping the box. Altonalon reserves the right to refuse return requests and deny refunds, including in cases of fraudulent conduct, insufficient care when packaging a return, or if the item has been modified after receipt.
Returned items must be unworn, unwashed, unmodified and have all original tags attached. Some items, like swimwear, lingerie, undergarments, opened beauty products, earrings or other body adornments are typically non-returnable for hygiene reasons. Sealed or wrapped items from the original manufacturer cannot be returned if unsealed or unwrapped, unless the item is defective, damaged, or not authentic.
If a return is approved, Altonalon will provide the buyer with a pre-paid shipping label. The buyer must drop off the item with the designated shipping carrier within 3 calendar days (72 hours) and the acceptance scan must occur within 168 hours of the return being approved(to allow for weekend or holiday drop-off). Returns not meeting these timelines may be voided. If the buyer does not use the provided return label within the required timeframe, the transaction will be rated and a refund will not be issued. If a return is lost in transit, buyers should contact Altonalon for assistance. It is the seller's responsibility to provide a valid address for their account, and returns will be considered complete in cases of refused packages or insufficient addresses. Altonalon is unable to provide support for items returned independently by the buyer or for refused deliveries. In such cases, the buyer may not be eligible for a refund, and funds may be released to the seller.
Return Requests for Damaged Items
If an item is damaged and determined by Altonalon to be hazardous or unsafe to ship, it will not be eligible for return to the seller. In these cases, the order will be canceled and a refund will be issued to the original form of payment.
For information about seller reimbursement, please see Altonalon Shipping Protection.
Approved Returns - Under Nominal Amount
Returns under a nominal amount may be issued as an account credit instead of a refund to the original form of payment. In such cases, the buyer may not be required to ship the item back to the seller. Account credits issued will expire in 90 days after issuance.
Approved Returns and Refunds - Over Nominal Amount
Completed returns will be refunded to the original form of payment. The refund will be processed within 14 calendar days of confirmation that the buyer returned the item to the seller using the Altonalon-provided return label.
Refunds Request After Rating
If a buyer has rated the item or does not contact Altonalon to request a return within 72 hours of receipt of an item, a return will not be permitted and a refund will not be issued.
For approved returns, the buyer must use the Altonalon-provided return label and drop off the item to the carrier within 72 hours of receipt of the label (based on the carrier’s first scan timestamp). If no tracking updates occur within 168 hours days of the initial return approval, the return may be voided and payment may be released to the seller.
Buyers concerned about an item’s authenticity should not rate the transaction but instead request a return. Altonalon Customer Support can extend the rating period to allow time for authentication.
Seller Return Issues
If an item is damaged in transit during a return, the seller must contact Altonalon within 24 hours of receipt (based on the carrier’s timestamp) and before the transaction is canceled. Sellers can report the damage through the Order Status page or the Help Center and must submit all requested information and photos within 24 hours of Altonalon’s request. Altonalon will review the request and take appropriate action at its discretion including not refunding the Buyer.
Return Process Abuse
Abuse of the return process by either Buyers or Sellers may result in account restrictions and/or legal action or return denial at Altonalon’s sole discretion.
Updated: 8/21/2026