Refund & Returns Policy

Last updated:September 9, 2026

Due to the size, weight, unique finishes, and specialized packaging of our products, all Alterra Living sales are final.

We do not accept returns or exchanges for change of mind, size, color, finish variation, or other personal preference. We encourage customers to carefully review all product dimensions, photographs, descriptions, and specifications before placing an order.

Damaged or Incorrect Items

We stand behind our products and want your order to arrive in excellent condition.

Customers must inspect all items immediately upon delivery. Any damage, defect, missing item, or incorrect product must be reported to Alterra Living within 48 hours of delivery.

To submit a claim, please provide:

  • Your order number
  • Photographs of the damaged or incorrect item
  • Photographs of the original packaging
  • Photographs of the shipping box, pallet, or crate, including any visible damage
  • A description of the issue

Please retain all original packaging until your claim has been resolved.

For freight deliveries, any visible damage should be noted on the carrier's delivery receipt or Bill of Lading at the time of delivery.

Claims submitted after 48 hours may not be eligible for replacement or refund.

If Alterra Living determines that an item arrived damaged, defective, or incorrect, we may, at our discretion, provide a replacement, replacement component, store credit, or refund.

Natural Variations

Alterra Living products are intentionally designed with distinctive textures, finishes, tones, and surface characteristics.

Variations in color, texture, finish, dimensions, surface markings, distressing, and other characteristics may occur from piece to piece. These variations contribute to the individual character of each product and are not considered defects or damage.

Product photographs are intended to provide an accurate representation; however, actual colors and finishes may vary due to lighting, photography, screen settings, and natural production variations.

These variations are not grounds for a return, exchange, refund, or damage claim.

Refused or Undeliverable Shipments

Customers are responsible for providing accurate shipping information and being available to receive deliveries when required.

Orders refused for reasons other than documented shipping damage are not eligible for a refund.

Any additional storage, redelivery, return freight, or carrier charges resulting from a missed delivery, refused shipment, incorrect address, or other customer-related issue are the responsibility of the customer.

Cancellations

Orders may only be canceled before they have entered the fulfillment or shipping process.

Once an order has been processed, prepared for shipment, or shipped, it cannot be canceled.

Final Sale

Unless otherwise expressly stated by Alterra Living, all purchases are final sale.

By completing a purchase with Alterra Living, you acknowledge and agree to this Return & Refund Policy.