General conditions — Alto

These Terms and Conditions apply to all orders placed through the Alto online store.

We have tried to make these Terms and Conditions as clear as possible. If you have any questions, please contact us at team@alto-move.com.

1. Seller Information

Trade Name / Website: Alto - Hai group

Office Address: 9 Rue des Colonnes, 75002 Paris, France

Registered Office: 458–468 Hennessy Road, Causeway Bay, Hong Kong

Legal Form: Private Limited Company

Email: team@alto-move.com

Website: alto-move.com

2. Scope of These Terms and Conditions

These Terms and Conditions apply to all purchases made by consumers through our online store.

By placing an order, the customer agrees to these Terms and Conditions.

These Terms and Conditions are intended for consumers. If you place an order as a business, different rules may apply.

3. Our Products

Alto sells dog accessories, including harnesses, leashes, waste bags, and other products for walks and everyday use.

We make every effort to describe our products as clearly as possible, including through photos, sizes, colors, and product features. Slight differences in color or appearance may occur, for example due to screen settings.

4. Prices

Any shipping fees or other charges will be clearly displayed before the customer confirms the order.

We reserve the right to change our prices. The price in effect at the time the order is placed will remain applicable to that order.

Obvious errors, such as clear typographical or technical errors in prices or product information, are not binding.

5. Placing an Order

The customer places an order by selecting the products, entering the required information, and confirming payment.

After placing the order, the customer will receive an order confirmation by email.

We reserve the right to refuse or cancel an order in cases of fraud, payment issues, an error in the order, or an obvious technical error.

6. Payment

Available payment methods are displayed during checkout.

The order will be processed once payment has been confirmed.

If a payment is declined or canceled, the order will not be shipped.

7. Delivery

We deliver to:

The Netherlands
Belgium
USA

Orders are normally shipped within 24 to 72 hours after the order is confirmed.

The average delivery time is 6 to 10 business days after shipment.

These delivery times are estimates. Delivery may occasionally be delayed due to the carrier, high shipping volumes, customs inspections, or other circumstances beyond our control.

If a package appears to be lost, arrives damaged, or is significantly delayed, please contact us at team@alto-move.com. We will assist you in finding an appropriate solution.

The risk of loss or damage does not transfer to the customer until the customer has received the product.

8. Right of Withdrawal — Statutory 14-Day Cooling-Off Period

The customer has the right to cancel the order without providing a reason within 14 days after receiving it.

To exercise this right of withdrawal, the customer must notify us within this period by emailing team@alto-move.com.

The customer may use the form provided at the end of these Terms and Conditions, but this is not required. A clear email notification is sufficient.

After notifying us of the withdrawal, the customer must return the product in accordance with the return instructions we provide by email.

9. Additional 30-Day Return Period

In addition to the statutory right of withdrawal, we offer an additional return period.

The customer may return a product within 30 days after receiving it, provided that:

the product has not been used;
the product has only been tried on or tested to the same extent as would normally be allowed in a physical store;
the product is clean, undamaged, and complete;
the product is returned in its original packaging, where possible.

A product that has clearly been used, damaged, soiled, or returned incomplete may be refused or may qualify for only a partial refund.

10. Return Shipping Costs

For an exchange, return shipping is free of charge. We also cover the cost of shipping the replacement product.

For a return for a refund, without an exchange, return shipping costs will be deducted from the refund amount. These return costs depend on the number of products returned:

1 returned product: €6.50
2 or more returned products: €10.00

These charges do not apply if the product is defective, was delivered damaged, or if we sent the wrong product. In such cases, we cover the return shipping costs.

If you are looking to return your order due to wrong color, wrong size or simply change of mind we are here to help!

If you would like to return your item we are happy to offer a refund provided that:

1. The item is unwashed and in the original condition as purchased.

2. The item is not a gift card or personalized item (custom name patch may not be returned/refunded or exchanged)

3. You return the item within 30 days of your order being delivered.

For all orders delivered to the United States, return shipping costs are the responsibility of the customer. The customer is responsible for arranging and covering the cost of returning the item. We recommend using a tracked shipping service, as the goods remain your responsibility until they are received at our premises.

Exchanges

An order may be exchanged once free of charge. For an exchange, we cover both the return shipping costs and the cost of shipping the replacement product.

After an exchange, the replacement product may no longer be returned for a refund under our additional 30-day return period.

This does not affect the statutory 14-day right of withdrawal, where it is still applicable, or the statutory warranty rights relating to a defective, damaged, or incorrectly delivered product.

11. Refunds

After receiving and inspecting the returned product, we will issue the refund as soon as possible.

In the case of a statutory withdrawal, we will issue the refund no later than 14 days after the customer notifies us that they wish to exercise their right of withdrawal. We may withhold the refund until we have received the product or until the customer has provided proof that the product has been returned.

The refund will be issued using the same payment method used for the original payment, unless otherwise agreed.

For a return for a refund, return shipping costs will be deducted from the refund amount:

€8.50 for 1 returned product;
€10.00 for 2 or more returned products.

No return shipping costs will be deducted if the product is defective, damaged, or incorrectly delivered.

12. Trying the Product

The customer may try on or test the product to determine whether it is suitable.

The product must not actually be used during walks or in any way that causes it to become dirty, damaged, or worn.

If the product has been used more than necessary to assess it, we may deduct an amount corresponding to the decrease in value.

13. Defective, Damaged, or Incorrect Product

If the customer receives a defective, damaged, or incorrect product, the customer must contact us at team@alto-move.com.

If possible, please include photos of:

the product;
the packaging;
the shipping label;
the issue or damage.

We will work with the customer to find an appropriate solution, such as a replacement, repair, or refund.

For a defective or incorrectly delivered product, the customer will not be charged return shipping costs.

14. Statutory Warranty

All products are covered by the applicable statutory warranty.

This means that the product must meet the reasonable expectations of the customer based on the product description, price, and normal intended use.

If a product does not meet these expectations, we ask the customer to contact us at team@alto-move.com.

The statutory warranty does not apply to damage caused by improper use, normal wear and tear, lack of maintenance, or damage caused by the customer or the animal.

15. Complaints

If the customer has a complaint, they may contact us at team@alto-move.com.

We aim to handle every complaint as quickly as possible. The customer will normally receive a substantive response within 14 days. If we need additional time, we will let the customer know.

Dispute Resolution Committee / Mediation:

[To be completed: name, address, and website of the selected dispute resolution committee or mediation body, if Alto is affiliated with one.]

If Alto is not affiliated with a dispute resolution committee, the following sentence may be used:

Alto is currently not affiliated with a specific dispute resolution committee. We ask customers to contact us first so that we can work together to find a solution.

16. Liability

We are not liable for damage resulting from improper use of our products.

The customer is responsible for choosing the correct size, properly adjusting the product, and inspecting the product before use.

Our liability is limited to the amount the customer paid for the product concerned, except where otherwise required by law.

17. Personal Data

We process personal data in accordance with our Privacy Policy.

Customer information is used to process orders, payments, deliveries, customer service requests, and returns.

More information is available in our Privacy Policy.

18. Intellectual Property

All text, photos, product names, designs, logos, and other content on the online store are owned by Alto or are used with permission.

This content may not be copied, distributed, or used without prior written authorization.

19. Force Majeure

We are not responsible for delays or failures caused by circumstances beyond our control.

These circumstances may include, for example, carrier disruptions, strikes, system outages, natural disasters, pandemics, government measures, or other unforeseen circumstances.

20. Governing Law

These Terms and Conditions are governed by French law, unless mandatory consumer protection laws in the country where the customer resides provide greater protection.

This choice of law does not affect the statutory rights that consumers are entitled to under applicable European, Dutch, or Belgian consumer protection laws.