Return & Warranty Policy

At Altafuse, we're committed to excellence at every step – from the impeccable design of our products to the supportive journey we offer our customers. If there's anything we can do to enhance your Altafuse experience, please don't hesitate to get in touch. Our dedicated support team is here for you.

Return Policy

We hope you fall in love with your Altafuse machine at first sight and infusion. If not, we offer a 30-day return policy for Altafuse machines directly purchased from altafuse.com. You'll be refunded the purchase price after deducting applicable restocking fees to the original form of payment. Please note that accessories and gummy mixes are final sale and not eligible for returns.

To initiate a return within 30 days, follow these steps:

  • Reach out to our customer support at support@altafuse.com with your order details.
  • Complete a simple form we provide, and we will review your request.
  • If you're in the U.S., we'll send a return shipping label your way.
  • Pack the ALTA1 using its original packaging, including all accessories and manuals. Mail it back to us using the shipping label. (Our warehouse address is 925 Enterprise St unit 140, Aurora, IL 60504, 505-906-6666)
  • Once we receive and inspect your return at our facility, we’ll process your refund minus 15% restocking fees. It typically takes 1-5 business days for the refund to appear in your account.

Please note, refunds will not be issued for items that fail our quality inspection due to damage incurred during return shipping as a result of inadequate packaging. Proper packaging is crucial to ensure the safety of your return; we strongly recommend using the original packaging materials and box to minimize the risk of damage.

Please be aware, the 30-day free return policy does not apply under the following conditions. These items can be shipped back to the customer upon request.

  • 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.

Defective Merchandise

  • External Damage: If you notice any serious damage to the packaging or if the machine has fallen out upon delivery, please stop unpacking, document the issues with clear photos or videos, and contact our support@altafuse.com immediately. You will be asked to submit the photos or videos in a Defective Merchandise claim. If your claim is approved, a replacement machine will be sent to you.

  • Internal Damage Due to Shipping: When you are unpacking, if you discover internal damage due to shipping, such as broken kettle, reach out to our customer service at support@altafuse.com. Depending on the extent of the damage, we will offer a replacement or provide a free shipping label for you to ship the item for repair.All claims for defective merchandise must be made within 30 days of receiving your order. Prompt communication with our customer service is essential to ensure you receive the support you need.

Warranty Details

Altafuse offers a one-year limited warranty to the original purchaser of our products, ensuring protection against manufacturing defects.

To claim warranty within 1 year:

- Email our customer support at support@altafuse.com with your order details.
- Complete the warranty claim form we provide.
- We'll assess your claim and, if your warranty claim is approved, we may ask you to send the machine back to us.
- We will send you a shipping label to return the product if it's within 30 days of your purchase. If the claim submission date is beyond 30 days from the purchase date, you will need to ship the product to our warehouse at your own expense for the warranty service.
- Repack all items included in the original package using the original packaging and packing method. If the original packaging is no longer available, customers should ensure the items are securely packaged by themselves.
- After inspection, we’ll repair or replace your machine.

Please note, further damage caused by improper packaging is not covered by warranty. In such cases, we suggest you seek a claim with your courier.

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.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
  • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@altafuse.com.

Please Note: we do not refund our original shipping cost.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
  • Orders can't be canceled once the parcel is shipped out. 

Should you have any questions about the Shipping Policy, please contact us:

  • Email: support@altafuse.com
  • Physical address: Metamorphosis (Hong Kong) Limited, 245-251 Hennessy Road, Unit A1 of Unit A, 11th Floor, Wan Chai, Hong Kong Island Hong Kong SAR
  • Working Hours: Monday-Friday 10am-5pm pst