Refund policy
Last updated: 21 October 2026
This policy applies to orders delivered in Ireland. It does not affect your statutory rights.
Cancelling before dispatch
We process orders quickly. If you want to change or cancel your order, email us as soon as possible at contact@altiorae.com with your full name and order number (subject: "Order cancellation"). If the order has not yet been processed, we will cancel it and refund you in full.
Right to cancel – 14 days
You can cancel your purchase within 14 days of receiving it, without giving a reason. Tell us by email, then send the goods back within 14 days. We refund the price and the original standard delivery cost within 14 days of receiving your cancellation (we may wait until we receive the goods or proof of return). The cost of sending the goods back is yours. Full details and a model cancellation form are in our Terms of Sale and on our Right of withdrawal page.
90-day money-back guarantee
Changed your mind? You can return your duvet within 90 days of delivery for a refund of the price of the goods. Email us at contact@altiorae.com with your order number and we will send you the return instructions. The goods must be unused, in their original condition and original packaging, complete with the pillowcases supplied. For hygiene reasons, we cannot accept goods that have been used. Return shipping is at your cost.
Faulty or damaged goods
If your item arrives damaged, is faulty or is not as described, contact us at contact@altiorae.com (a photo helps). You can choose a repair or a replacement, or a refund where the law allows it — including a full refund if you reject the goods within 30 days of delivery. We cover the cost of returning faulty goods.
Items that cannot be returned for change of mind
- Goods made to your specifications or clearly personalised (for example engraved items), unless faulty
- Gift cards
How refunds are paid
Once we receive and check your return, we email you to confirm. Refunds go back to your original payment method within 14 days. Depending on your bank, it can take a few more working days to appear on your account. If you have not received it after that, please contact us at contact@altiorae.com.
Sending a return
Always contact us before sending anything back: we will give you the right return address. We recommend a tracked service, as the parcel remains your responsibility until it reaches us.