Refund policy

Eligibility for Standard Returns & Defective Items

Items may be returned within thirty (30) days of receipt under the following conditions:

• Valid Reasons: Damaged/defective items or wrong items delivered.

• Requirement: Must be accompanied by the original, untampered Invoice.

• Condition: Items must be in original packaging with all accessories included.

The 30-Day Perfect Fit Guarantee (Size & Model Exchanges)

If you need to exchange your shoes for a different size or a different model of equal or lesser value due to fit, a separate extended window applies:

• Timeline: You have up to 30 days from delivery or purchase for fit-related exchanges.

• Free First Exchange: Your first size exchange is completely free—no shipping cost and no restocking fee. Chris Sports covers the pickup or return shipping fee for the first exchange on every order. 

• Condition for Fit Exchanges: Shoes may be tried on indoors or on a treadmill. They must still be in resellable condition with clean outsoles, no heavy outdoor wear, and include all original tags and boxes.

1-Year Limited Manufacturer's Warranty

Altra provides a 1-year limited warranty (or up to a 300–500 km guideline) against manufacturing defects from the date of purchase, provided the shoes were bought directly from Altra Running or an authorized retailer.

What is Covered:

• Materials and Workmanship: Flaws in the fabric, eyelets, or bonding/stitching that happen prematurely.

• Sole/Midsole Separation: Glue failure or structural splitting not caused by scraping or heavy friction.

What is NOT Covered (Non-Warrantable & Non-Returnable Items):

• 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 alteration of products.

• Cosmetics: Color fade.

• Customer Actions: Incidental or consequential damages, or your own efforts to repair the shoe.

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

How to Initiate a Return or Warranty Claim

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. 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.

Refund Policy

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

• Credit Card / Online Payment: Reversal via the issuing bank (schedule depends on the bank).

• Online Bank Transfer: Refunded to the original bank account used.

Order Cancellations

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.