These general terms and conditions apply to all orders placed through the Alto webshop.

We have tried to make these terms as clear as possible. Do you have a question? Please contact us at team@alto-move.com.

1. Seller's details

Trade name / website: Alto

Address: 9 Rue des Colonnes, 75002 Paris, France

Legal form: SAS, simplified joint-stock company

Email: team@alto-move.com

Website: alto-move.com

2. Application of these terms and conditions

These terms and conditions apply to all consumer purchases made through our webshop.

By placing an order, the customer agrees to these general terms and conditions.

These terms are intended for consumers. If you order as a company, different rules may apply.

3. Our products

Alto sells accessories for dogs, such as harnesses, leashes, pouches and other products for walks and daily use.

We do our best to describe our products as clearly as possible with photos, sizes, colors, and features. Minor differences in color or representation may occur, for example due to screen settings.

4. Prices

Any shipping costs or other charges will be clearly stated before the customer confirms the order.

We may change prices. The price applicable at the time of order will apply to that order.

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

5. Placing an order

The customer places an order by selecting the products, filling in the details, and confirming payment.

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

We may refuse or cancel an order in case of fraud, a payment problem, an error in the order, or a clear technical error.

6. Payment

The available payment methods are shown during checkout.

The order will be processed once payment is confirmed.

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

7. Delivery

We deliver to:

• Netherlands

• Belgium

Orders are normally shipped within 24 to 72 hours after order confirmation.

The average delivery time is 6 to 8 business days after shipment.

These delivery times are indicative. Sometimes a delivery may be delayed due to the carrier, peak seasons, customs checks, or other circumstances beyond our control.

If a package appears lost, arrives damaged, or is significantly delayed, please contact us at team@alto-move.com. We will then help find a solution.

The risk of loss or damage passes to the customer only when the customer has received the product.

8. Right of withdrawal — 14-day statutory cooling-off period

The customer has the right to cancel the order within 14 days of receipt without giving any reason.

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

The customer may use the form at the bottom of these terms for this purpose, but this is not mandatory. A clear email is sufficient.

After notifying us of the withdrawal, the customer must return the product according to the return instructions we provide by email.

9. Additional 30-day return period

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

The customer can return a product within 30 days of receipt, provided that:

• the product has not been used;

• the product has only been tried on or tested as would be allowed in a store;

• the product is clean, undamaged, and complete;

• the product, if possible, is returned in its original packaging.

A product that is clearly used, damaged, dirty, or incomplete may be refused or only partially refunded.

10. Return costs

For an exchange, return shipping is free. The costs for resending the exchanged product are also at our expense.

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

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

These costs do not apply if the product is defective, arrived damaged, or if we sent the wrong product. In that case, the return costs are at our expense.

Exchange

An order can be exchanged once free of charge. In case of an exchange, we cover the return costs and the costs for resending the exchanged product.

After an exchange, the exchanged product can no longer be returned for a refund based on our additional 30-day return period.

This does not affect the 14-day statutory right of withdrawal, insofar as it is still applicable, or the statutory warranty for a defective, damaged, or incorrectly delivered product.

11. Refund

After receiving and checking the returned product, we will refund the amount as quickly as possible.

In case of a legal withdrawal, we will refund no later than 14 days after the customer has informed us of their wish to exercise the right of withdrawal. We may wait to refund until we have received the product or until the customer has demonstrated that the product has been returned.

The refund will be made using the same payment method as the original payment, unless otherwise agreed.

For a return with a refund, the return costs will be deducted from the amount to be refunded:

• €6.50 for 1 returned product;
• €10.00 for 2 or more returned products.

No return costs will be deducted for a defective, damaged, or incorrectly delivered product.

12. Trying out the product

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

The product should not be actually used during walks or in a way that makes it dirty, damaged, or worn.

If the product has been used more than necessary to assess it, we may charge a depreciation fee.

13. Defective, damaged or incorrect product

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

Preferably include photos of:

• the product;

• the packaging;

• the shipping label;

• the problem or damage.

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

For a defective or incorrectly delivered product, the customer pays no return costs.

14. Legal warranty

The legal warranty applies to all products.

This means that the product must meet what the customer can reasonably expect based on the description, price, and normal use of the product.

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

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

15. Complaints

Does the customer have a complaint? The customer can contact us via team@alto-move.com.

We try to handle every complaint as quickly as possible. The customer will normally receive a substantive response within 14 days. If we need more time, we will inform them.

Dispute Committee / mediation:
[Fill in: name, address and website of the chosen dispute committee or mediation body, if Alto is affiliated with it.]

If Alto is not affiliated with a dispute committee, this sentence can be used:

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

16. Liability

We are not liable for damage caused by improper use of our products.

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

Our liability is limited to the amount the customer paid for the relevant product, unless otherwise required by law.

17. Personal data

We process personal data in accordance with our privacy policy.

The customer's data will be used for processing orders, payments, delivery, customer service, and returns.

More information can be found in our privacy policy.

18. Intellectual property

All texts, photos, product names, designs, logos, and other content of the webshop are the property of Alto or are used with permission.

It is not permitted to copy, distribute, or use this content without prior written consent.

19. Force majeure

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

This may include problems with carriers, strikes, malfunctions, natural disasters, pandemics, government measures, or other unforeseen circumstances.

20. Applicable law

French law applies to these terms and conditions, unless mandatory consumer rules in the country where the customer resides offer greater protection.

This choice does not affect the legal rights consumers have under applicable European, Dutch, or Belgian consumer legislation.

Model withdrawal form

The customer can use this form to cancel the order, but this is not mandatory.

To: Alto
Email: team@alto-move.com

I hereby inform you that I wish to withdraw from my agreement regarding the purchase of the following products:

Product(s):
[fill in]

Ordered on:
[fill in]

Received on:
[fill in]

Customer name:
[fill in]

Customer address:
[fill in]

Order number:
[fill in]

Date:
[fill in]

Signature, only if this form is sent on paper:
[fill in]