Refund Policy

Last Updated: Oct 10 2025

This Refund Policy outlines the circumstances under which ALPHA ESTABLISHMENT PTY LTD ("we", "us", "our") may provide refunds, replacements, or store credits for products purchased through our website.

We comply with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Australian Consumer Law Rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund if a product has a major failure, and you are entitled to have the goods repaired or replaced if the product fails to be of acceptable quality.

A major failure occurs when a product:

• Has a problem that would have stopped you from buying it had you known about it;
• Is significantly different from the description;
• Is significantly unfit for purpose and cannot be easily fixed;
• Is unsafe.

These ACL rights cannot be restricted or limited by this policy.

2. Change of Mind

We do not offer refunds, returns, or exchanges for change-of-mind purchases.
This includes, but is not limited to:

• Incorrect purchase
• Dislike of the product
• Finding the product cheaper elsewhere
• Deciding the item is no longer needed

Please carefully review product details before completing your purchase.

3. Digital Products (If Applicable)

For digital goods (e.g., gift cards, codes, downloadable items):

• All sales are final once the order is delivered or activated.
• No refunds or cancellations are provided for incorrect selection, misuse, or activation issues caused by the customer.
• We are not responsible for loss due to customer error (e.g., entering wrong email or delivery details).

Refunds may only be provided where required under ACL (e.g., faulty, not supplied as described, or technical issues caused by us).

4. Faulty, Damaged, or Incorrect Items

If you believe a product is faulty, damaged, or incorrect:

4.1 Contact Us

Email us at contact@alphaest.com.au within 7 days of receiving your order, including:

• Order number
• Description of the issue
• Photos or videos showing the damage or fault (if applicable)

4.2 Assessment Process

We may require:

• Proof of purchase
• Inspection of the product
• Return of the product to our warehouse

If the issue is confirmed, we will offer one of the following (as appropriate):

• Replacement
• Repair
• Refund
• Store credit

5. Returns Procedure

If a return is approved:

• We will provide a return address and instructions.
• Items must be returned in original condition unless the issue is a product fault.
• Customers are responsible for return shipping costs unless required under ACL.

Refusal to follow the return instructions may delay or void the claim.

6. Non-Refundable Situations

Refunds will not be issued for the following:

• Misuse, accidental damage, or neglect by the customer
• Unauthorised modifications
• Normal wear and tear
• Inability to use the product due to third-party issues (e.g., device incompatibility)
• Lost or stolen packages after delivery is confirmed
• Incorrect delivery information provided by the customer
• Delays caused by shipping carriers

7. Order Cancellation

Once an order has been submitted and processing has begun, cancellations may not be possible.

If the order has been dispatched or delivered, no cancellation or refund is available unless required under ACL.

8. Processing of Approved Refunds

If a refund is approved:

• Refunds will be issued to the original payment method only
• Processing time may vary depending on the payment provider
• We are not responsible for delays caused by banks, PayPal, Stripe, or other institutions

9. Fraud Prevention

We reserve the right to refuse refunds, returns, or cancellations when:

• Fraudulent behaviour is suspected
• Chargeback abuse is detected
• The customer fails to provide required information
• The claim contradicts order data (e.g., tampered evidence)

We cooperate with payment gateways and law enforcement where necessary.

10. Contact Us

For refund or return inquiries:

ALPHA ESTABLISHMENT PTY LTD
Email: contact@alphaest.com.au
Phone: +61 459 283 300
Address: 6 Tryon St, Chatswood NSW 2067, Australia