Cancellation policy
Last updated: October 17, 2026
Some products on our store are available as subscriptions, pre-orders, or try before you buy orders. This policy explains exactly when you are charged, how to cancel each option, and what happens if something goes wrong.
If you would rather just talk to a person, email support@alteanaturals.com. We answer 7 days a week and typically respond within 8 hours.
Before you are charged
Whenever a product is offered as a subscription, pre-order, or try before you buy order, we show you the following on the product page and again at checkout, before you enter or confirm any payment information:
- The total amount you will be charged
- How often you will be charged, and when the first charge happens
- How long the arrangement lasts, and whether it renews automatically
- How to cancel, and the deadline for cancelling before the next charge
- For try before you buy orders: how long your evaluation period is, and exactly what you must do before it ends to avoid being charged
You must actively agree to these terms before your order is placed. We will not enroll you in a recurring plan, charge a stored payment method, or convert an authorization into a charge without your express consent.
Subscriptions
A subscription is a recurring order. You choose the delivery frequency and duration at checkout, and we deliver on that schedule until you cancel.
How billing works
- Your payment method is securely stored by our payment processor and charged automatically at the start of each billing cycle.
- The price, frequency, and quantity are the ones shown at checkout. If we ever change the price of an active subscription, we will tell you in advance and give you the chance to cancel before the new price takes effect.
- Subscriptions continue until you cancel them. Plans with a fixed term renew automatically at the end of that term unless you cancel first.
Renewal reminders
We send you an email before each renewal charge, so no charge should ever be a surprise. The reminder tells you the amount, the date it will be charged, and explains how to email us to cancel or request changes.
How to cancel or change a subscription
To cancel, pause, skip a delivery, or request another subscription change, email support@alteanaturals.com. Include your order number or subscription details and the email address used at checkout. You do not need to telephone us or use an online portal.
Your cancellation is effective when we receive your email, not when we reply. There is no cancellation fee and no minimum number of orders you must accept.
Email us at least 24 hours before your next scheduled billing date to ensure the next renewal is stopped. We will confirm cancellation by email. If a renewal charge is processed after your cancellation request was received, we will refund it within 10 business days. If a charge was processed before your request, contact us before shipment for cancellation and a full refund; after shipment, the Return and Refund Policy applies.
Failed subscription payments
If a scheduled payment fails, we will attempt to contact you and may retry the charge. If the payment cannot be completed, future shipments are paused until the payment method is updated. We will not ship an order and bill you for it later without your agreement.
Pre-orders
A pre-order is an order for an item that is not yet in stock. Placing one reserves your unit from the incoming batch.
Payment
Depending on the offer, we may collect full payment at checkout, collect a partial payment or deposit, or simply authorize your payment method. Which of these applies is stated clearly on the product page and at checkout. If only part of the payment is collected upfront, the remaining balance is charged when the item is ready to ship, and we will notify you before that charge is made.
If we only authorized your payment method at checkout, that authorization is temporary and may expire under your card network's rules. Payment is collected only when your order is ready to ship, and we will notify you before that charge is made.
Shipping estimates
Shipping dates for pre-orders are estimates. They can move because of manufacturing, ingredient sourcing, testing, or shipping delays.
If we learn that we cannot ship by the estimated date, we will promptly contact you with a revised date, or tell you honestly if we cannot yet give one, and you may choose either to accept the delay or to cancel for a full refund. If we do not hear back from you by the response deadline stated in our delay notice (or within 30 days of the original estimated shipping date), we will automatically cancel and refund the order rather than hold your money indefinitely.
Cancelling a pre-order
You can cancel a pre-order at any time before it actually ships, for a full refund of everything you have paid. Email support@alteanaturals.com to request cancellation. If your pre-order has been delayed past its original estimated shipping date, this cancellation right always remains open until the order ships.
Refunds for cancelled pre-orders are issued within 7 business days, or within one billing cycle for card payments. Once a pre-order has shipped, it can no longer be cancelled, but it is still covered by our Return and Refund Policy.
Try before you buy
On a try before you buy order, we place a temporary authorization on your payment method before shipping. An authorization is a hold for the full purchase amount, not a charge. You are not billed at that point, but the held amount may temporarily reduce your available balance, particularly on debit cards, until it is released or converted. Authorization holds may expire and be re-placed during your evaluation period; you authorize this at checkout.
Your evaluation period
You get a set number of days to decide whether to keep the item. The exact length of this period, and the amount that will be charged if you keep it, are shown at checkout and repeated in your order confirmation email. The evaluation period starts on the day your order is delivered.
To avoid being charged, tell us you do not want the item before the evaluation period ends. How to do that is just below. Opening and trying the product does not forfeit your right to decline it.
Keeping or returning the item
- To keep it: do nothing. At the end of the evaluation period, your payment method is charged the full purchase amount shown at checkout. We email you a reminder before this happens.
- To decline it: before the evaluation period ends, email support@alteanaturals.com. An email telling us you do not want the item stops the scheduled charge; you must also send the item back to our returns warehouse, at your own cost and using a tracked service, within 14 days of receiving our return instructions, or the charge will be processed.
Declining suspends the charge immediately. You will not be billed while your decline or return is in progress. A charge only occurs if you keep the item past the evaluation period without telling us, or if the item is not shipped back within 14 days of receiving our return instructions.
Opened, tried and unopened items you decline must be returned at your own cost using a tracked service within 14 days of receiving our return instructions. We do not provide prepaid return labels. Once the return is received, we release any remaining authorization within 3 business days. Your statutory rights remain unaffected.
This return process applies to try before you buy items declined before being charged. Once you have been charged, refunds are handled under our 90-Day Money-Back Guarantee and require a customer-paid return. For try before you buy orders you keep, the 90-day guarantee begins on the date you are charged.
If an item arrives damaged or defective, contact us and we will make it right at no cost to you.
General billing terms
- You can cancel any of these purchase options before the relevant billing or fulfillment deadline, and we make those deadlines visible in your order confirmation and reminder emails.
- By selecting a purchase option and agreeing to its terms at checkout, you authorize the corresponding charges. This does not limit your right to dispute a charge; see Payment disputes below.
- We keep order timestamps, billing confirmations, records of your consent to these terms, subscription records, and support correspondence as part of our normal business records.
- Refunds for delivered orders are handled under our Return and Refund Policy; refunds for cancellations made before shipment are issued directly as described in this policy.
Payment disputes
If a charge looks wrong to you, please contact us first. We would rather fix it directly than have you wait on a bank investigation. We offer straightforward cancellations and refunds for every purchase option described here. Contacting us does not pause or extend any deadline you may have to dispute a charge with your bank or card issuer.
If a dispute is filed with your bank or card issuer, we will cooperate with the investigation and may provide the relevant order records, authorization confirmations, and correspondence to the payment processor or financial institution handling it.
Nothing in this policy limits your rights under applicable law, including your right to dispute a charge with your bank or card issuer.
Changes to this policy
We may update this policy from time to time. If a change materially affects an active subscription, pre-order, or try before you buy order you have already placed, we will notify you before the change applies to your order.
Contact us
Questions about a subscription, pre-order, or try before you buy order? We are here 7 days a week and typically respond within 8 hours.
Email: support@alteanaturals.com
Business address:
Altea Naturals
NovaNest Holdings (US) LLC
30 N Gould St, Ste N
Sheridan, Wyoming 82801, United States