Refund policy
All custom and personalized products, created specifically for the client and tailored to their requirements, are non-returnable and non-exchangeable.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@altair-inflatables.com. Please note that returns will need to be sent to the following address:
6211 Lubao Ave, Woodland Hills, CA 91367, USA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at sales@altair-inflatables.com.
Payment and Design Process
For orders with a split 50/50 payment plan, please note that the first 50% payment covers the development of 2D and 3D design work by our design team. This initial payment is not for the physical product itself but for the digital design work. After we send photos of the completed inflatable figure, the second payment (remaining 50%) is required, upon which we will ship the item.
If a payment is split into two parts, please understand that the first payment is specifically for the digital design work (2D and 3D mockups) and not for the physical product.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Custom and Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Please note: If the item is a custom inflatable figure, we cannot offer a refund or accept returns once production has started.
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@altair-inflatables.com.
