Product Issues, Warranty & Claims Policy

Last updated: 17 August 2026

This Product Issues, Warranty & Claims Policy explains how Atalliance handles damaged, missing, incorrectly supplied, defective or faulty goods and applicable product warranty claims.

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, Return & Refund Policy, Order & Cancellation Policy and other applicable Atalliance trading policies.

1. Reporting a Product or Order Issue

If there is a problem with goods supplied by Atalliance, please contact us at:

support@atalliance.com.au

To help us assess the claim efficiently, please provide information reasonably relevant to the issue, which may include:

• Atalliance order or invoice number;

• product name or SKU;

• quantity affected;

• description of the issue;

• photographs or video where appropriate;

• photographs of external and internal packaging where relevant;

• product serial number or batch information where applicable; and

• any other information reasonably required to assess the claim.

Please do not return goods unless Atalliance has provided return instructions or otherwise approved the return.

2. Visible Delivery Damage

If goods arrive visibly damaged, customers should notify Atalliance as soon as reasonably possible and preferably within 2 business days of delivery.

Where possible, please retain:

• the affected goods;

• original product packaging;

• shipping carton;

• protective packing materials;

• shipping label; and

• photographs showing the condition in which the shipment was received.

Early notification helps Atalliance investigate the issue with the warehouse, carrier, supplier or other relevant party.

Failure to report visible damage within 2 business days does not automatically remove any right or remedy that cannot lawfully be excluded.

3. Missing Goods or Quantity Shortages

Customers should check delivered quantities against the applicable order, packing information or invoice within a reasonable period after delivery.

If an item or quantity appears to be missing, please notify Atalliance as soon as reasonably possible and preferably within 2 business days.

Atalliance may review relevant information including:

• order records;

• warehouse picking or packing records;

• shipment information;

• parcel count;

• shipment weight;

• photographs;

• carrier records; and

• other relevant evidence.

Where a shortage attributable to Atalliance is verified, an appropriate resolution may include:

• supplying the missing goods;

• issuing an applicable credit;

• refunding the affected amount; or

• another agreed resolution.

4. Incorrectly Supplied Goods

If Atalliance supplies a product, variant or quantity that is materially different from the accepted order, please contact us promptly.

Customers should not use, install, relabel or resell incorrectly supplied goods where it is reasonably practicable to avoid doing so before contacting Atalliance.

Where an incorrect supply attributable to Atalliance is verified, Atalliance may arrange an appropriate resolution, which may include:

• supplying the correct goods;

• collecting or arranging return of the incorrect goods;

• issuing a credit;

• issuing a refund where appropriate; or

• another agreed resolution.

The 15% change-of-mind restocking fee does not apply to verified incorrectly supplied goods.

5. Dead on Arrival (DOA) and Immediate Faults

Where a product appears not to function correctly on first use or shortly after delivery, please contact Atalliance with details of the issue.

Depending on the product and reported fault, Atalliance may request reasonable troubleshooting or evidence before determining the appropriate next step.

A DOA or immediate-fault claim may require assessment to determine whether the issue arises from:

• a product defect;

• compatibility;

• setup or installation;

• power supply or operating conditions;

• physical damage;

• misuse; or

• another cause.

A product will not be treated as a change-of-mind return merely because a genuine fault claim is being assessed.

6. Faulty or Defective Products

Where a product develops or is alleged to have a fault, Atalliance may reasonably inspect, test or otherwise assess the product before determining the appropriate resolution.

Depending on the circumstances, assessment may involve:

• troubleshooting;

• photographs or video;

• remote testing information;

• physical inspection;

• supplier or manufacturer assessment; or

• other reasonable diagnostic steps.

The fact that a customer reports a product as faulty does not itself determine the cause of the problem.

Atalliance will assess claims reasonably having regard to the product, reported issue, applicable warranty terms, agreed commercial terms and applicable law.

7. Product-Specific Warranties

Products supplied by Atalliance may be covered by different warranty arrangements depending on the relevant product, brand or supplier.

Where applicable, a product may have:

• a manufacturer's warranty;

• a supplier warranty;

• a product-specific Atalliance warranty; or

• another expressly stated warranty arrangement.

Warranty duration and conditions may therefore vary between products.

Where a particular warranty period or warranty arrangement applies, customers should refer to the warranty information supplied with the product, displayed for that product or otherwise provided by Atalliance.

Unless expressly stated for the relevant product, this Policy does not create a single uniform warranty period applying to every product sold by Atalliance.

8. Warranty Claims

Where a customer wishes to make a claim under an applicable product warranty, Atalliance may request:

• proof of purchase;

• product or serial number information;

• description of the fault;

• photographs or video;

• troubleshooting information; and

• return of the product where reasonably necessary.

The applicable warranty terms will determine matters such as:

• warranty duration;

• claim eligibility;

• available warranty remedy;

• claim procedure; and

• responsibility for applicable claim expenses.

Where the manufacturer or another supplier provides the applicable voluntary warranty, Atalliance may assist with the claim process where appropriate.

Nothing in this section requires a customer to deal only with a manufacturer where Atalliance itself has a legal obligation to provide a remedy.

9. Assessment Before a Remedy

Atalliance may reasonably assess a product or claim before approving a repair, replacement, refund, credit or other remedy.

Assessment is intended to determine matters including:

• whether the reported problem can be verified;

• the nature and cause of the issue;

• whether the product has been misused or damaged;

• whether an applicable warranty applies;

• whether the issue can reasonably be remedied; and

• what remedy is appropriate under the applicable agreement or law.

Atalliance will not use an assessment process merely to unreasonably delay or avoid a remedy that it is required to provide.

10. Possible Resolutions

Depending on the circumstances and the customer's applicable rights, a verified claim may be resolved by one or more of the following:

• troubleshooting or technical assistance;

• repair;

• replacement;

• supply of missing goods;

• supply of correct goods;

• credit note;

• account credit;

• refund; or

• another agreed resolution.

The appropriate remedy depends on matters including:

• the nature of the issue;

• applicable product warranty terms;

• whether the problem can reasonably be rectified;

• the customer's contractual rights; and

• any rights and remedies available under applicable law.

Nothing in this Policy gives Atalliance a right to restrict a customer's choice of remedy where applicable law gives the customer that choice.

11. Return of Products for Assessment

Where physical inspection is reasonably necessary, Atalliance may provide instructions for returning the affected product.

Customers should:

• follow the supplied return instructions;

• package goods appropriately;

• include relevant identifying information where requested; and

• avoid sending unrelated products with the claim.

Return authorisation does not necessarily mean that a defect or warranty claim has already been finally approved.

The outcome may depend on assessment after the product is received.

12. Claim-Related Shipping Costs

Responsibility for freight or return costs will depend on the circumstances of the claim and any applicable legal requirements.

Where an issue is verified as resulting from:

• an incorrect product supplied by Atalliance;

• a shortage attributable to Atalliance;

• damage for which Atalliance is responsible; or

• another situation where Atalliance is legally required to bear reasonable return or collection costs,

Atalliance will deal with the applicable reasonable shipping or collection costs accordingly.

Where a customer arranges return freight without following Atalliance's reasonable return instructions, reimbursement of that freight is not guaranteed except where required by law.

Where assessment shows that a product is not faulty and no applicable warranty or other remedy applies, responsibility for subsequent transport or return arrangements may be discussed with the customer before further costs are incurred.

13. Original Packaging

Customers should retain product packaging where reasonably practical while an immediate delivery, damage or DOA issue is being assessed.

Original packaging can assist with:

• identifying the product;

• safe transportation;

• carrier claims; and

• assessment of delivery damage.

However, original packaging is not an absolute condition of a remedy where applicable law provides otherwise.

This differs from an approved change-of-mind return, where the conditions in the Return & Refund Policy apply.

14. Proof of Purchase

Atalliance may require reasonable proof that the relevant product was purchased from Atalliance.

Proof of purchase may include:

• order number;

• invoice;

• receipt;

• Company account order history; or

• another reasonable transaction record.

15. Warranty and Claim Exclusions

A voluntary product warranty may exclude problems caused by circumstances such as:

• misuse or abuse;

• accidental damage;

• unauthorised modification;

• improper installation;

• operation outside stated specifications;

• failure to follow applicable instructions;

• inappropriate storage;

• abnormal physical damage;

• liquid or environmental exposure outside the product's stated rating;

• normal wear and tear where applicable; or

• damage caused by third-party products or accessories.

The specific warranty supplied for the relevant product may contain additional or different conditions.

These exclusions apply only to the extent permitted by applicable law and do not remove rights or remedies that cannot lawfully be excluded.

16. No Restocking Fee for Applicable Product-Issue Remedies

The 15% restocking fee in the Atalliance Return & Refund Policy applies to approved change-of-mind or other customer-requested returns where specified in that Policy.

It does not apply merely because a customer is making a verified claim regarding:

• incorrectly supplied goods;

• goods missing from an order;

• a product defect;

• applicable delivery damage; or

• another issue for which Atalliance is required to provide a remedy without that fee.

17. No Automatic Requirement to Contact the Manufacturer

Where applicable law places responsibility on Atalliance as the seller, Atalliance will not require the customer to deal exclusively with the manufacturer in place of dealing with Atalliance.

Where a manufacturer provides a separate voluntary warranty, Atalliance may provide information or assistance regarding that warranty where appropriate.

Manufacturer warranty arrangements exist separately from any legal rights the customer may have against Atalliance.

18. Business Purchases and Australian Consumer Law

Atalliance operates primarily as a business-to-business wholesale supplier.

A business purchaser may, in some circumstances, qualify as a consumer for the purposes of the Australian Consumer Law (ACL).

However, consumer guarantees do not apply in certain circumstances, including where goods are acquired for resupply, or in certain circumstances for use or transformation in production, manufacturing, repair or treatment of other goods.

Accordingly, the legal rights applying to a wholesale transaction may depend on the nature and purpose of the purchase.

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

19. Consumer Guarantees and Voluntary Warranties

Where Australian Consumer Law consumer guarantees apply, they operate separately from any manufacturer's warranty, supplier warranty or voluntary Atalliance warranty.

Expiry of a voluntary warranty does not, by itself, determine whether a customer has any continuing rights under applicable law.

Atalliance will not rely on a voluntary warranty period to exclude a statutory right or remedy that continues to apply.

20. Customer-Caused Damage

Atalliance is not required to treat an issue as a product defect merely because a product no longer operates correctly where the problem was caused by customer misuse, accidental damage, improper installation, unauthorised modification or another cause for which Atalliance is not responsible.

Where the cause is unclear, Atalliance may reasonably assess the product before determining the claim.

This section does not limit rights that cannot lawfully be excluded.

21. Products Resold to End Customers

Wholesale customers are responsible for managing their own relationship with their end customers, including maintaining appropriate proof of resale and customer records where relevant.

Where a wholesale customer seeks assistance from Atalliance in relation to a product that has subsequently been resold, Atalliance may request information reasonably required to identify:

• the original Atalliance purchase;

• the relevant product;

• serial or batch information;

• the nature of the reported issue; and

• any applicable warranty arrangement.

The customer's obligations to its own end customer are separate from Atalliance's obligations to the wholesale customer.

22. Relationship With the Return & Refund Policy

This Policy applies primarily to product and fulfilment issues.

Where goods are correctly supplied and are not affected by an applicable defect, damage, shortage or other product issue, a customer-requested return will instead be handled under the Return & Refund Policy.

This distinction is important because change-of-mind conditions, including the applicable return window and restocking fee, do not automatically apply to genuine product-issue claims.

23. Relationship With Other Policies

This Policy should be read together with:

• Terms of Sale & Website Use;

• Wholesale Account Policy;

• Pricing, GST & Stock Availability Policy;

• Order & Cancellation Policy;

• Payment & Credit Terms;

• Return & Refund Policy;

• Privacy & Cookies Policy; and

• Shipping & Delivery Policy, when applicable.

Where Atalliance and a customer have separately agreed to specific written commercial or warranty terms, those specifically agreed terms will apply to the extent of any direct inconsistency, subject to applicable law.

24. Changes to This Policy

Atalliance may update this Policy from time to time to reflect changes to its claims processes, warranty arrangements, products, suppliers, business operations or legal obligations.

Updated terms will apply prospectively from their stated effective date.

A later version of this Policy will not retrospectively remove a right or remedy that had already arisen under an existing transaction or applicable law.

25. Contact Us

For product issues, damaged or missing goods, incorrect supply, fault reports or warranty claims, please contact:

ALTERTECH ALLIANCE PTY LTD
ABN 88 677 535 661

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

Email: support@atalliance.com.au