Altaterra Ltd. grants you three years' guarantee on VELUX branded products and two years' guarantee on Itzala branded products purchased through this on-line shop. This guarantee does not in any way affect your statutory rights.

Please note that we only grant a 2 (two) years' guarantee on VELUX Basic Blackout blinds.

Should you need to return your products due to a manufacturing defect within three years of purchase for VELUX branded products and two years for Itzala, please read about our return procedures here.

If you want to return a faulty product, you must contact us via e-mail at customerservices@itzala.com.

When returning damaged or faulty goods, you will need to include your order confirmation number and give us as much information about the nature of the fault/damage as possible. This helps us process the claim as fast as possible. We also ask for pictures, if possible, to verify your claim. The order confirmation number is written in the confirmation e-mail you receive after purchasing item(s) in the e-shop.

Without the order confirmation number, Itzala is unable to process refunds or replacements. It is the customer's responsibility to provide documentation that the guarantee period is not expired.

Your faulty product(s) will be picked up by our carrier, DHL.
DHL will contact you before the pick up at your specified address and the product(s) will be sent to the manufacturer. All costs related to the return of a faulty item are covered by Itzala.