Refund policy

 

1. Try-It-First Promise 
  • Applies only to machines bought on altafuse.com
  • You have 30 days from delivery to start a return if you change your mind
  • Accessories and gummy mixes are final sale (no returns) 

 

2. How to Return
  • Email support@altafuse.com with your order number and reason
  • Fill out the short form we send back
  • Receive a pre-paid return shipping label
  • Re-pack the ALTA1 in its original box with every accessory and manual
  • Mail it back using the provided return shipping label (our warehouse address is 925 Enterprise St unit 140, Aurora, IL 60504, 505-906-6666).

 

 3. Fees & Refund Processing
  • A 15 % restocking fee is deducted once the unit passes inspection
  • Refund appears on your original payment method within 1-5 business days
  • Damage caused by poor packaging voids the refund, so use the original materials or equal protection

 

4. Please be aware, the 30-day free return policy does not apply under the following conditions:
  • Products not bought through our official website altafuse.com, including second-hand items, are not eligible for return.
  • Returns are not accepted for products with malicious damage that fails our quality check.
  • Damage from unforeseen accidents or environmental factors like fire and flooding that are not due to material or workmanship defects.
  • Products that have been repaired, disassembled, modified or tampered with in any manner are void from the return policy.
  • We do not cover returns for serious cosmetic damage.
  • Products with altered, removed, or counterfeit serial numbers are ineligible for return.
  • Products that have been disassembled, modified, taken apart, or otherwise interfered with. 

These items can be shipped back to the customer upon request.

 

5. Defective on Arrival (first 30 days)
  • Visible external damage: stop unpacking, take clear photos/videos, email support; if approved, we send a replacement.
  • Hidden internal damage (e.g., cracked kettle): photograph the damage and contact support; we’ll arrange a replacement or provide a label for free repair.
  • All defective-merchandise claims must be filed within 30 days of delivery.

 

6. One-Year Limited Warranty

To claim:

  1. Email support@altafuse.com with order details.
  2. Complete the warranty form we send.
  3. If approved, ship the machine back (we pay shipping if the claim is within 30 days of purchase; otherwise you cover the shipping).
  4. We repair or replace after inspection.

The warranty does not cover:

  • The warranty does not extend to products not purchased from altafuse.com, untraceable to the original order, or acquired through second-hand purchases.
  • Damage from improper use, neglect, or usage beyond what is recommended in the user manual.
  • Damage from unforeseen accidents or environmental factors like fire and flooding that are not due to material or workmanship defects.
  • Damage from repairs attempted by anyone not authorized by the manufacturer.
  • Wear-and-tear damage, such as scratches, dents, and marks.
  • Products with altered, removed, or defaced serial numbers.
  • Products that have been disassembled, modified, taken apart, or otherwise interfered with, which will invalidate the warranty. 

 

7. Refund Timing (after we receive your return) 
  • We email you once the inspection is complete.
  • Approved refunds post to your original payment method within 2-3 business days.
  • If you don’t see the refund after three days, check with your bank/card issuer and then contact us.
  • Original outbound shipping fees are non-refundable.

 

8. Order Cancellations
  • If you contact us before the parcel ships, we can cancel and issue a full refund.
  • Once a tracking number is issued, the order can’t be canceled; follow the return steps instead.

 

9. EU 14-Day Cooling-Off Right
  • For orders delivered into the European Union, you may cancel or return within 14 days for any reason.
  • Item must be unused, with tags, and in original packaging; proof of purchase required.
  • All other steps, fees, and exclusions apply.

 

10. Need Help?
  • Email: support@altafuse.com
  • Address: Metamorphosis (Hong Kong) Ltd., 245-251 Hennessy Rd, Unit A1, 11/F, Wan Chai, Hong Kong SAR
  • Working hours: Monday to Friday, 9:00 am - 5:00 pm (GMT+8)