Items may be returned or exchanged within thirty (30) days of receipt, provided they meet the following conditions:

- Valid Reasons: Damaged/defective items or wrong items delivered.
- Proof of Purchase: Must be accompanied by the original, untampered Invoice.
- Item Condition: Items must be in their original packaging with all included accessories.

The Altra guarantee does NOT cover the following non-warrantable and non-returnable conditions:   

- Normal Wear and Tear: Gradual smoothing of outsole treads, standard midsole packing out, or sole wearing out/worn through. 

- Improper Fit or Comfort: Blisters, general foot discomfort, or sizing issues outside the 30-day fit guarantee window. 

- Abuse, Misuse, and Alterations: Fraying due to abuse, water damage/water logging, cuts, scratches, burns, animal damage, or damage caused by negligence or product alteration.     

- Cosmetics: Color fading.   

- Customer Actions: Incidental or consequential damages, or personal attempts to repair the product.   

- Unauthorized Retailers: Purchases made through secondary or unauthorized liquidators (such as unverified third-party sellers on Amazon).   

1. Email Us: Contact altraph.support@gmail.com with your order details and photos of the issue/item.

2. Retail Purchases: If you bought your shoes from a local running shop or sporting goods store rather than online, you must bring the shoes and receipt back to the original place of purchase so they can facilitate the claim with Altra on your behalf.

3. Shipping

- For standard returns (non-fit guarantees/damage/defective items)
- If the return is requested within 30 days from purchase and the provided photos/videos/concerns pass our initial evaluation, Chris Sports will cover both the return shipping fee and the redelivery shipping fee back to the customer. Customer may go to LBC, Lite Express or book via Lalamove to return the item. Free shipping is valid for the first exchange only.
- For the 30-Day Non-Fit Guarantee (size and model)
- If the return is requested within 30 days from purchase, Chris Sports will cover both the return shipping fee and the redelivery shipping fee back to the customer. Customer may go to LBC, Lite Express or book via Lalamove to return the item. Free shipping is valid for the first exchange only.
- For the 1-Year Limited Manufacturer's Warranty
- For warranty claims made after the 30-day period, all shipping fees (both return shipping to our warehouse and redelivery back to the customer) will be shouldered by the customer.

4. Evaluation: Once received, our team will evaluate the item. If approved, a replacement or refund will be processed following our standard schedules.

Refunds are processed only after the returned item has been received and evaluated. 

- Credit Card / Online Payments: Refunded via reversal through your issuing bank (timeline depends on the bank's processing schedule).

- Online Bank Transfers: Refunded directly back to the original bank account used.

To cancel an order, email altra.support@chrissports.com immediately with your Order Number in the subject line.

- Unprocessed / Unshipped Orders: 
If the cancellation request is received before the order is processed or dispatched, the customer will receive a full (100%) refund.

- Processed / Shipped Orders: 
If the order has already been processed or assigned a tracking number prior to cancellation: A 5% fee will be deducted from the refund to cover payment processing fees. The customer must also shoulder the cost of returning the item to our facility. 

- Automatic Cancellations: 
Altra Running Philippines reserves the right to automatically cancel orders due to:
         - Suspected fraudulent activity or    incomplete customer/address details.
         - Failure to settle Bank Deposit payments within 48 hours.
        - Two (2) failed delivery attempts by the courier. Delivery addresses located outside of serviceable areas.

Note: Once an order is successfully cancelled, it cannot be reactivated; a new order must be placed.

We reserve the right to automatically cancel orders under the following circumstances:

- Suspected fraudulent activity or incomplete address/contact details
- Failure to settle Bank Deposit payments within 48 hours
- Two (2) failed delivery attempts by our courier partner
- Delivery addresses located outside of our serviceable shipping areas