Refund policy

Refund and Return Policy

At Altaform, every piece is individually designed and 3D printed to order based on your specific athletic data, custom routes, and personal milestones. Because each display is unique and made exclusively for you, all sales are final once production begins.

1. Digital Proof Approval (Pre-Production)

Before your order enters fabrication, we provide a digital design preview (proof) showing the route layout, personal stats, typography, and finishing details.

• Your Sign-Off is Final: Please review your preview carefully. Once you approve the digital proof and your order enters production, you acknowledge and agree that the design, route geometry, spelling, dates, split times, and layout are final and correct.

• Post-Approval Changes: Once approved, we cannot accept returns, cancellations, or rework requests due to customer typographical errors, incorrect data submissions, or aesthetic second thoughts.

2. Nature of 3D Printing & Inherent Variations

Altaform pieces are produced individually using additive manufacturing (3D printing).

Slight visible layer lines, microscopic surface textures, minor seam patterns, or subtle color and sheen variations are inherent to the 3D printing process and material batches. These characteristics are part of the physical manufacturing method and the unique nature of custom-fabricated objects; they are not considered manufacturing defects or flaws.

3. Shipping Damage or Manufacturing Defects

We take great care in packaging our pieces to withstand international transit. However, if your order arrives damaged or with a clear manufacturing defect (i.e., a structural failure or an item that clearly contradicts the digital proof you approved):

• Inspection Window: You must inspect your package immediately upon arrival and contact us within 5 calendar days of delivery (as confirmed by the courier tracking timestamp).

• Required Documentation: Email hello@altaform.co with your order number, a clear description of the issue, and the following photos:

  • Close-up and full-view photos of the damaged or defective product;

  • Clear photos of the exterior shipping box showing damage and the courier shipping label;

  • Photos of the internal protective packaging materials.

• Remedy Process (Replacement First):

  • Replacement: If damage in transit or a manufacturing defect is validated, our primary remedy is to manufacture and dispatch a free replacement piece as quickly as possible.

  • Refund: A monetary refund is only considered if a suitable replacement cannot reasonably be fulfilled.

Claims submitted after the 5-day delivery window or without the required photographic proof of packaging cannot be accepted, as shipping carriers will not honor transit claims beyond this period.

4. Wrong Item Received

In the rare event that you receive an order intended for another customer, notify us at hello@altaform.co within 5 calendar days of receipt. We will prioritize manufacturing and shipping your correct order at no additional cost and provide instructions for the incorrect parcel.

5. International Regulations & Custom Goods Exemption

Altaform ships worldwide (including the United States, Canada, the European Union, the United Kingdom, Mexico, Japan, Hong Kong, Qatar, and other international destinations).

Please note that statutory rights of cancellation, withdrawal, or cooling-off periods (such as the EU/UK 14-day Right of Withdrawal under Directive 2011/83/EU) explicitly do not apply to goods made to the consumer’s specifications or clearly personalized items. Because every Altaform product is custom-fabricated to order, returns for change of mind or subjective preference are strictly excluded under applicable consumer protection laws.

6. Approved Refunds (When Applicable)

In the exceptional circumstance where a monetary refund is approved:

• The refund will be processed back to your original payment method within 10 business days.

• Depending on your card issuer or banking institution, it may take additional business days for the credit to reflect on your statement.

• If more than 15 business days have passed since your refund confirmation and it has not appeared, contact us at hello@altaform.co.

Questions?

For questions regarding your order, preview approval, or shipping status, contact us directly at hello@altaform.co.