Returns and Refunds Policy

Last updated: 20 August 2026

We want you to feel confident ordering from Dr.altis. This policy explains our returns process and your legal rights. Nothing in this policy limits your statutory rights under UK consumer law.

14-day change-of-mind returns

You may request a change-of-mind return by telling us within 14 days after the day you, or a person nominated by you, receives the goods. The product must remain unopened, unused, in its original saleable condition and all seals and protective packaging must remain intact.

To request a return, email hello@draltis.com with your order number and the reason for the request. We will provide return instructions and the authorised return address. Please do not send a return to our registered office or fulfilment warehouse without authorisation, as it may not be accepted.

Your right to cancel

If you are a UK consumer buying online, you normally have the right to cancel your order without giving a reason. You must tell us within the 14-day period described above. After telling us, you normally have a further 14 days to send the goods back.

You may cancel by emailing hello@draltis.com with your name, order number and a clear statement that you wish to cancel.

Cosmetics, seals and hygiene

Our body-care products are sealed for health protection and hygiene reasons. Where the law permits, the right to cancel does not apply after a sealed product has been unsealed if it is no longer suitable for return for health protection or hygiene reasons. We therefore cannot accept a change-of-mind return for a product that has been opened, unsealed, used, tested or tampered with.

This restriction does not affect your rights if a product is faulty, damaged, not as described or otherwise does not conform to the contract.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, contact us as soon as reasonably possible at hello@draltis.com. Ideally, contact us within 48 hours of delivery so that we can investigate promptly. Include your order number, a description of the issue and clear photographs of the product, packaging and shipping label where relevant.

Where an item is faulty, damaged or incorrect, we will provide an appropriate remedy in line with your legal rights, which may include a refund, replacement or repair. We will cover reasonable return costs when the return is our responsibility.

Return condition and costs

For change-of-mind returns, you are responsible for the return shipping cost. Please use a tracked service and keep proof of postage until the refund is complete. You are responsible for taking reasonable care of the goods while they are in your possession.

Bundles and sets sold as one product must be returned complete for a change-of-mind return. This does not limit any statutory remedy for an individual faulty item.

Refunds

We will inspect the return and notify you of the outcome. Approved refunds will be made to the original payment method. Where the statutory cancellation right applies, we will also refund the basic outbound delivery charge; any additional amount paid for an enhanced delivery service is not refundable beyond the cost of standard delivery.

We will issue any refund due within 14 days after receiving the returned goods or, if earlier, receiving satisfactory evidence that you sent them back. Your bank or payment provider may need additional time to display the refund.

Order changes and cancellations before dispatch

Contact us immediately if you need to change or cancel an order. We will try to help, but we cannot guarantee a change or cancellation after an order has entered fulfilment or been dispatched.

TikTok Shop and other retailers

Items purchased through TikTok Shop or another authorised retailer must normally be returned through the platform or retailer where the purchase was made, subject to that channel's process and your statutory rights.

Contact

Email: hello@draltis.com

Dr.altis is operated by SHUOHAITECH LTD, company number 16343805.