Order & Cancellation Policy

Last updated: 17 August 2026

This Order & Cancellation Policy explains how orders, order changes and cancellation requests are managed by Atalliance.

Atalliance is operated by ALTERTECH ALLIANCE PTY LTD (ABN 88 677 535 661).

This Policy should be read together with our Terms of Sale & Website Use, Wholesale Account Policy, Pricing, GST & Stock Availability Policy and other applicable Atalliance trading policies.

1. Placing an Order

Customers are responsible for reviewing their order carefully before submission, including:

• products and variants;

• quantities;

• Company Location;

• delivery address;

• billing information;

• applicable pricing;

• payment method; and

• any other order information.

Submitting an order constitutes a request to purchase the selected goods on the applicable Atalliance trading terms.

An automated order confirmation or acknowledgement confirms that Atalliance has received the order. It does not necessarily mean that the order has been finally accepted.

An order is accepted when Atalliance confirms acceptance or begins fulfilment of the order, whichever occurs first.

2. One Order, One Company Location

Each wholesale order must relate to one Company Location and one delivery address only.

Goods within a single order cannot be divided between multiple Company Locations or multiple delivery addresses unless Atalliance expressly agrees otherwise in writing.

Where goods are required for multiple stores, branches or Company Locations, customers must place a separate order for each location.

Customers are responsible for selecting the correct Company Location before submitting an order.

3. Minimum Quantities and Order Increments

Certain products may be subject to:

• a Minimum Order Quantity (MOQ);

• minimum pack quantities;

• case quantities;

• quantity increments; or

• other product-specific ordering requirements.

Where such requirements apply, they will be displayed on the applicable product or otherwise communicated to the customer.

An order must satisfy the applicable quantity requirements before it can be accepted.

For example, where a product has a minimum quantity of 10 and an order increment of 10, valid order quantities would ordinarily be 10, 20, 30, 40 and so on.

4. Quantity and Volume Pricing

Where quantity or volume pricing applies, the applicable unit price is determined by the qualifying quantity under the customer's applicable pricing arrangement.

If an approved order change reduces the quantity below a pricing threshold, the applicable unit price may be recalculated based on the revised quantity.

For example, if a customer originally qualifies for a 50+ unit price and subsequently requests that the quantity be reduced to 20 units, the applicable 20+ unit price may apply to the revised order.

Customers should review applicable quantity pricing before requesting an order change.

5. Order Review and Verification

Atalliance may review an order before acceptance to verify matters including:

• product availability;

• pricing;

• quantity requirements;

• account eligibility;

• Company Location;

• payment status;

• available Credit Limit;

• overdue account status;

• suspected fraud or unauthorised activity; and

• materially incomplete or incorrect order information.

Where additional information is reasonably required, Atalliance may place an order on hold while contacting the customer.

An order being placed on hold does not mean that it has been cancelled.

6. Order Changes Requested by the Customer

Customers who need to change an order should contact Atalliance as soon as possible at support@atalliance.com.au.

Atalliance will make reasonable efforts to accommodate an order change where the order has not progressed too far through fulfilment.

However, order changes are not guaranteed.

Once an order has entered stock allocation, picking, packing, dispatch preparation or another stage where the requested change cannot reasonably be accommodated, Atalliance may decline the change request.

A requested change may require the original order to be cancelled and a new order to be submitted.

7. Changing Products or Quantities

Where Atalliance approves a change to the products or quantities within an order:

• pricing may be recalculated;

• quantity or volume pricing may change;

• applicable GST may be recalculated;

• the order total may change;

• available Credit Limit may need to be reassessed; and

• product availability may need to be reconfirmed.

Additional payment may be required before fulfilment where a change increases the order total.

Where an approved change reduces the amount payable, any resulting credit or refund will be processed as appropriate.

8. Changing Company Location or Delivery Address

Customers must select the correct Company Location and delivery address when placing an order.

Because each order is associated with one Company Location, a request to move an order to another Company Location may require cancellation of the existing order and placement of a new order.

Delivery address changes are subject to approval and may not be possible once an order has entered fulfilment or dispatch preparation.

Atalliance may request verification before accepting a material change to a delivery address, particularly where the requested address differs from approved Company Location information.

This assists in preventing fraud, unauthorised purchasing and delivery errors.

9. Customer Cancellation Requests

Customers may request cancellation of an order by contacting support@atalliance.com.au as soon as possible.

A cancellation request is not automatically effective when submitted.

Atalliance will confirm whether the cancellation has been approved.

Cancellation will generally be possible where the order has not yet entered a stage of fulfilment that makes cancellation impractical.

Once an order has entered stock allocation, picking, packing, dispatch preparation or has already been dispatched, cancellation may no longer be possible.

10. Cancellation Before Fulfilment

Where Atalliance approves cancellation before the order has entered fulfilment, no general cancellation fee will apply.

If payment has already been received, the applicable amount will be refunded or credited as appropriate.

The time taken for a refund to appear in the customer's account may depend on the applicable payment provider or financial institution.

11. Orders That Have Already Been Dispatched

An order cannot ordinarily be cancelled after it has been dispatched.

Where a customer no longer wants goods after dispatch, any return request will be considered under the Refund & Returns Policy.

Approved change-of-mind or customer-requested returns may be subject to the applicable restocking fee and return conditions set out in that Policy.

Refusing delivery or returning a parcel to sender does not automatically create an entitlement to a refund and does not replace the applicable return approval process.

12. Special Orders, Pre-Orders and Backorders

Certain special orders, pre-orders or backorders may be subject to additional order or cancellation conditions.

Where additional conditions apply, Atalliance will make those conditions available before the customer commits to the applicable transaction or arrangement.

Such conditions may reflect supplier commitments, specially sourced stock or other circumstances specific to the order.

Atalliance will not apply an undisclosed cancellation penalty retrospectively.

13. Cancellation or Rejection by Atalliance

Atalliance may reasonably decline or cancel an order before fulfilment where, for example:

• the product is unavailable;

• a material pricing, catalogue or product information error has occurred;

• payment has not been received or authorised;

• an applicable Credit Limit or payment condition has not been satisfied;

• the customer's account is materially overdue or subject to an applicable restriction;

• the order does not satisfy an applicable MOQ or order increment;

• Atalliance reasonably suspects fraud, unauthorised purchasing or account misuse;

• required verification information has not been provided;

• the order cannot lawfully or reasonably be supplied; or

• another material issue prevents the order from being fulfilled on the agreed terms.

Atalliance will not cancel an order arbitrarily where there is no legitimate reason to do so.

Where Atalliance cancels an order after payment has been received for goods that will not be supplied, the applicable amount will be refunded or credited as appropriate.

14. Product Availability

Acceptance of an order remains subject to product availability.

Adding a product to a cart does not reserve stock.

If an ordered product becomes unavailable before fulfilment, Atalliance may contact the customer to discuss reasonable options, which may include:

• waiting for replenishment;

• accepting an alternative product;

• removing the affected product from the order;

• receiving an account credit where agreed; or

• receiving a refund for goods that have been paid for but will not be supplied.

Further information is contained in our Pricing, GST & Stock Availability Policy.

15. Payment and Credit Orders

Order acceptance may be subject to successful payment or satisfaction of applicable trade credit conditions.

Where an order is placed using trade credit, Atalliance may check:

• the customer's applicable Credit Limit;

• existing outstanding balances;

• overdue invoices; and

• other applicable credit conditions.

Having unused Credit Limit does not guarantee approval of a new credit order where the account is materially overdue, restricted or under credit review.

Further information is contained in our Payment & Credit Terms.

16. Purchase Orders and Customer Documents

Customers may provide purchase orders, internal reference numbers or other purchasing documentation for administrative purposes.

Terms printed or incorporated into a customer's purchase order or other document do not automatically replace or modify Atalliance's applicable trading terms.

Any different or additional contractual terms must be expressly agreed by Atalliance in writing.

17. Errors in Customer Orders

Customers are responsible for checking product specifications, compatibility, quantities, variants and other relevant information before submitting an order.

If a customer orders the wrong product, quantity or variant, the customer should contact Atalliance as soon as possible.

If the order can still reasonably be changed or cancelled, Atalliance may assist in accordance with this Policy.

If the goods have already been dispatched or delivered, any return request will be considered under the Refund & Returns Policy.

18. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

Where a customer is entitled to a remedy under the Australian Consumer Law or other applicable law, this Policy will apply subject to those rights.

A customer-requested cancellation or change of mind is separate from any right or remedy arising from faulty, incorrectly supplied or otherwise non-compliant goods.

19. Relationship with Other Policies

This Policy should be read together with:

• Terms of Sale & Website Use;

• Wholesale Account Policy;

• Pricing, GST & Stock Availability Policy;

• Payment & Credit Terms;

• Refund & Returns Policy;
  

• Product Issues, Warranty & Claims Policy

• Privacy & Cookies Policy; and

• Shipping & Delivery Policy, when applicable.

Where Atalliance and a customer have separately agreed to specific written commercial terms, those specifically agreed terms will prevail to the extent of any direct inconsistency.

20. Changes to This Policy

Atalliance may update this Policy from time to time to reflect changes to its ordering systems, fulfilment processes, business operations or legal obligations.

Updated terms will apply prospectively from their stated effective date.

A later version of this Policy will not retrospectively alter the commercial terms of an order already accepted by Atalliance unless agreed with the customer or required by law.

21. Contact Us

For order changes or cancellation requests, please contact Atalliance as soon as possible:

ALTERTECH ALLIANCE PTY LTD
ABN 88 677 535 661

Unit 2, 61–71 Rookwood Road
Yagoona NSW 2199
Australia

Email: support@atalliance.com.au