Set out below are the terms and conditions upon which Altaterra Ltd. (trading as ITZALA); Malom köz 1; HU-9431 Fertod; Hungary (hereinafter referred to as ITZALA) will process and accept your order for products from this on-line shop. The following terms and conditions are binding and you should read them carefully; particularly the provisions dealing with prices, delivery terms, liability, cancellations and refunds. If you have any queries or concerns, please do not hesitate to contact ITZALA. If you would like to proceed with an order, please scroll down and read these Terms and Conditions and click the CONFIRM button at the end. Please note that Terms and Conditions may be amended from time to time.

The agreement of sale and delivery is entered into between you and ITZALA.

The placing of an order and the entering into of the agreement by you is conditional on you being over 18 years of age.

We process your order no matter where you are domiciled. Goods are delivered to an address designated by you and are subject to VAT according to the legislation in the country of delivery. If you live in a country in which ITZALA has registered for VAT, this rate will be that of the country of delivery. Otherwise, Danish VAT will be charged (as the point of despatch) in accordance with EU legislation. In any case, all the prices shown on ITZALA include the VAT at the appropriate rate - there will never be any unexpected surcharges.

It is a condition for our attending to your order that you, when placing your order, accept the following:

* The terms and conditions of sale and delivery as stated in this on-line shop.

* The prices as stated in this on-line shop.

* That we register data concerning your name, address, telephone number, and e-mail address for the purpose of handling your order.

*That we register data concerning your credit card for the purpose of handling your order.

*That the agreement will be formed under the laws of Hungary.

How will I know my order has been received?

Upon receiving your order, we will send you an order confirmation via e-mail. A legally binding agreement is formed when you receive the order confirmation, and we will attend to your order as soon as possible. Usually, you will receive the ordered goods within one week.

Our order confirmation will be conditional upon the approval of your credit or debit card (see below under "What is the price of the goods?" and "How do I pay?"). However, if you do not receive an order confirmation within reasonable time, please contact us directly. It is our wish to attend to your order promptly and without unnecessary delay, but we cannot assume responsibility for conditions caused by problems or faults in electronic communication.

What is the price of the goods?

The purchase price is the price in force according to this on-line shop at the time of the placing of your order. The price of an ordered article, charges, if any, and the total of your purchase will always appear on the order confirmation.

How do I pay?

Payment may be made with VISA, VISA ELECTRON or MASTERCARD. You will be asked to submit your card number, expiry date and a three digit security number. This information is transmitted via high-level encryption directly to the bank to verify that your credit or debit card is valid. Once your card is approved, we will send you an order confirmation via e-mail. Your credit or debit card will be charged on the day of shipment. We also accept PayPal.

Guarantee

ITZALA grants you 2 (two) years' guarantee on ITZALA branded products and 3 (three) years' guarantee on VELUX branded products purchased through this on-line shop. This guarantee does not in any way affect your statutory rights.

Itzala grants you 3 (three) years' guarantee on VELUX branded products and 2 (two) years' guarantee on Itzala branded products purchased through this on-line shop.

This guarantee does not in any way affect your statutory rights.

Should you need to return your products due to a manufacturing defect within 3 (three) for VELUX branded and 2 (two) for Itzala branded years of purchase, please see below for more info about our return procedures.

In addition to this guarantee the applicable mandatory rules of law apply. This may have the effect that on some points the end-user's rights might be better than those indicated in the present guarantee

Return items covered by the guarantee

If you want to return a faulty product, you must contact us via e-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will guide you on what to do.

It is a condition in returning goods that you inform us of your order confirmation number. We kindly ask you to make a reference to your order confirmation number when making your cancellation, which will help us attend to the matter without unnecessary delay. The order  confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.  

Without this order confirmation number, Itzala is unable to process refund or replacement. It rests with the end-user to document that the guarantee period is not expired.

Your faulty product(s) will be picked up by our carrier, DHL

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(s) are covered by Itzala.

In addition to this guarantee the applicable mandatory rules of law apply. This may have the effect that on some points the end-user's rights might be better than those indicated in the present guarantee.

Liability

Our liability for damages shall not exceed the total (invoiced) cost of the defected or delayed goods. This will not affect any liability for death or personal injury resulting from the actions of ITZALA.

We have taken every possible technical precaution to represent the colours of our products as realistically as possible. However, we must make reservations as to possible deviations between the colours represented in this on-line shop and the actual colours of our products.

Cancellations, Refunds & Returns policy

Return items covered by the guarantee

If you want to return a faulty product, you must contact us via e-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will guide you on what to do.

It is a condition in returning goods that you inform us of your order confirmation number. We kindly ask you to make a reference to your order confirmation number when making your cancellation, which will help us attend to the matter without unnecessary delay. The order  confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.  

Without this order confirmation number, Itzala is unable to process refund or replacement. It rests with the end-user to document that the guarantee period is not expired.

Cancellation, Refund & Return for non-guarantee products

Cancel of purchase within 24 hours

You may cancel your purchase within 24 hours after you have placed your order. You will have to notify us about your wish to cancel and return your order in written form or by sending an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  
The deadline is observed if your cancellation has been sent to us within 24 hours from the purchase in the e-shop. After 24 hours we can't guarantee that your order has not been shipped and you will then need to follow the procedure written below: "Cancel purchase within 7 days".

Cancel and return of purchase within 7 days

In case you regret your purchase you can of course return your products.  You will have to notify us about your wish to cancel and return your order in written form or by sending an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  The deadline is observed if your cancellation has been sent to us within 7 days from delivery of the goods.

We kindly ask you to make a reference to your order confirmation number when making your cancellation, which will help us attend to the matter without unnecessary delay. The order  confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.

If you would like to discuss the return of any item or have any further questions about our returns policy, please contact us via e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

When will we refund

We will refund the purchase price as soon as possible but no later than 30 days from receipt of the returned goods. You can expect a refund in the same form of payment originally used for purchase. Please note that your original shipping costs will not be refunded.

When should you return the products

We request that the goods are returned to us within 30 days from your cancellation of your order. We strongly recommend that you use registered post, recorded delivery or another secure method of delivery, retaining the receipt until you have received credit for your return, as we cannot be held responsible for non-delivery of returned goods.

Return costs

Please note that the return costs will not be reimbursed. Postage or other return costs will be the customer’s responsibility and will be reimbursed by us only in the case of our delivery of damaged, faulty or incorrectly supplied goods.

Our return address

Altaterra Ltd.
Petofi Sándor str. 36/B.
HU-9444 Fertoszentmiklós
Hungary