Return and refund policy

Last updated: 17 August 2026

This Return and Refund Policy explains the conditions that apply to returns, refunds and customer-requested product returns from 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, Order & Cancellation Policy, Warranty & Defect Claims Policy and other applicable Atalliance trading policies.

1. Return Requests

Customers must contact Atalliance before returning goods.

Return requests should be submitted to:

support@atalliance.com.au

Customers should provide sufficient information to allow us to review the request, including where relevant:

• order number or invoice number;

• product and quantity;

• reason for return;

• relevant photographs or supporting information; and

• any other information reasonably required to assess the request.

Goods should not be returned until Atalliance has approved the return and provided applicable return instructions.

Unauthorised returns may be delayed, refused or returned to the customer where appropriate.

2. Change-of-Mind and Customer-Requested Returns

Atalliance may accept eligible change-of-mind or customer-requested returns where a return request is submitted within 14 calendar days of delivery.

Change-of-mind returns are not automatically accepted and are subject to Atalliance's approval and the conditions in this Policy.

Examples of customer-requested returns may include situations where the customer:

• ordered too many units;

• selected the wrong product or variant;

• no longer requires the goods;

• wishes to reduce excess inventory; or

• otherwise changes their purchasing decision.

This section does not apply to returns arising from defective, damaged, incorrectly supplied or otherwise non-compliant goods.

3. Condition of Change-of-Mind Returns

To be eligible for an approved change-of-mind return, goods must ordinarily be:

• unused;

• uninstalled;

• unopened where opening would affect resale condition;

• in their original packaging;

• complete with all accessories, manuals and included components;

• free from customer-added labels, markings or damage;

• accompanied by applicable proof of purchase; and

• in a condition reasonably suitable for resale as new.

Atalliance may decline or reduce the value of a change-of-mind return where the goods are incomplete, used, damaged, altered or no longer reasonably resalable as new.

4. Restocking Fee

Unless waived by Atalliance, approved change-of-mind or customer-requested returns are subject to a 15% restocking fee calculated against the eligible GST-exclusive value of the returned goods.

The restocking fee reflects reasonable costs associated with receiving, inspecting, processing and returning eligible goods to saleable inventory.

A restocking fee will not apply merely because a customer is exercising a right or remedy that Atalliance is legally required to provide.

In particular, the change-of-mind restocking fee does not apply where the return results from:

• an incorrect product supplied by Atalliance;

• a verified product defect;

• goods damaged in circumstances for which Atalliance is responsible; or

• another situation where applicable law requires Atalliance to provide a remedy without that fee.

5. Return Shipping for Change-of-Mind Returns

For approved change-of-mind or customer-requested returns, the customer is responsible for arranging and paying the cost of returning the goods to the return address provided by Atalliance.

Customers should use an appropriate tracked delivery service and package the goods adequately to prevent damage in transit.

Atalliance is not responsible for loss or damage occurring during a customer-arranged return before the returned goods are received by Atalliance, except to the extent required by law.

The original outbound delivery charge is not refundable for an approved change-of-mind return unless Atalliance expressly agrees otherwise.

6. Inspection of Returned Goods

Returned goods may be inspected before a refund or account credit is approved.

Inspection may include checking:

• product condition;

• packaging;

• accessories and components;

• serial numbers;

• signs of use or installation;

• physical damage; and

• whether the goods correspond with the approved return.

Approval of a return request does not necessarily constitute final approval of a refund before the goods have been received and inspected.

Atalliance will deal with returned goods reasonably and in accordance with this Policy and applicable law.

7. Refund Amount for Change-of-Mind Returns

Where an approved change-of-mind return meets the applicable conditions, the eligible refund or account credit will generally equal:

Eligible value of returned goods
less applicable 15% restocking fee
less any other amount properly agreed or applicable under this Policy.

Original outbound shipping charges are not ordinarily refundable for change-of-mind returns.

Any GST adjustment will be handled as applicable to the relevant refund or credit.

8. Refund Method

Where a refund is approved, Atalliance may process the amount:

• back to the original payment method;

• by account credit;

• against an outstanding invoice; or

• by another method agreed with the customer.

Where a customer is legally entitled to a particular form of remedy or refund, Atalliance will comply with the applicable legal requirements.

Processing times after Atalliance issues a refund may vary depending on the customer's bank, payment provider or financial institution.

9. Incorrect Goods

If Atalliance supplies a product that is materially different from the product ordered, the customer should notify Atalliance promptly.

Where the claim is verified, Atalliance will provide an appropriate resolution, which may include:

• replacement of the incorrectly supplied goods;

• supply of the correct goods;

• return instructions;

• account credit; or

• refund where appropriate.

The 15% change-of-mind restocking fee does not apply to verified incorrect-supply returns.

Further information is contained in our Damaged, Missing & Incorrect Goods Policy.

10. Damaged Goods

Customers should notify Atalliance promptly if goods arrive damaged.

Where possible, customers should retain:

• the product;

• original packaging;

• shipping carton;

• shipping label; and

• photographs showing the damage.

This assists Atalliance in assessing the claim and, where applicable, making a claim with the carrier or supplier.

A customer's rights in relation to damaged or defective goods are not limited to the 14-day change-of-mind return period where applicable law provides otherwise.

Further information is contained in our Product Issues, Warranty & Claims Policy.

11. Defective or Faulty Goods

Defective or faulty products are not treated as ordinary change-of-mind returns.

Customers should contact Atalliance with details of the issue so that the claim can be assessed under the applicable warranty, product defect and legal framework.

Depending on the circumstances, an appropriate resolution may include repair, replacement, refund, account credit or another remedy.

The 15% change-of-mind restocking fee does not apply where Atalliance is required to provide a remedy for defective goods without that fee.

Further information is contained in our Product Issues, Warranty & Claims Policy.

12. Proof of Purchase

Atalliance may request reasonable proof of purchase before processing a return, refund, warranty or defect claim.

Suitable proof may include:

• Atalliance order number;

• invoice;

• receipt;

• Company account transaction record; or

• other reasonable evidence of purchase.

13. Products Not Eligible for Change-of-Mind Return

Certain goods may not be eligible for change-of-mind returns where return would be unreasonable due to the nature or condition of the goods.

This may include, where applicable:

• specially sourced or custom-ordered goods;

• goods specifically modified or configured for the customer;

• clearance or final-sale goods where clearly identified before purchase;

• opened goods that cannot reasonably be resold as new;

• goods damaged after delivery through customer misuse, storage or handling; or

• other products expressly identified as not eligible for change-of-mind return before purchase.

This section does not remove any right or remedy that cannot lawfully be excluded.

14. Bulk and Commercial Returns

Because Atalliance operates as a wholesale supplier, a request to return a large quantity of correctly supplied goods may have a material inventory and operational impact.

Bulk change-of-mind returns remain subject to prior approval.

Atalliance may reasonably consider factors including:

• quantity being returned;

• product condition;

• ability to resell the stock;

• product lifecycle;

• packaging condition; and

• the circumstances of the return request.

Nothing in this section limits any applicable legal right relating to defective, incorrectly supplied or otherwise non-compliant goods.

15. Refused or Unauthorised Returns

Refusing delivery, sending goods back without approval or returning goods to an address not provided by Atalliance does not automatically create an entitlement to a refund.

Customers should follow the approved return process so that returned goods can be correctly identified, received and assessed.

Where an unauthorised return is received, Atalliance may contact the customer to determine an appropriate resolution.

16. Australian Consumer Law

Atalliance supplies goods primarily in a business-to-business wholesale environment.

Depending on the nature and circumstances of a transaction, some purchases may be subject to guarantees, rights or remedies under the Australian Consumer Law (ACL).

Consumer guarantees may not apply in certain circumstances, including where goods are acquired for resupply.

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

Where applicable consumer guarantees apply, Atalliance's voluntary change-of-mind conditions, including the 14-day return period, original packaging requirements and restocking fee, do not override those statutory rights.

17. No Change-of-Mind Right Created by Law

A customer's voluntary change-of-mind return rights under this Policy are separate from any rights provided by applicable law.

Where goods are correctly supplied and there is no applicable defect, damage, misdescription or other legal basis for a remedy, acceptance of a change-of-mind return is subject to the conditions of this Policy.

18. 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;

• Warranty & Defect Claims Policy;

• Damaged, Missing & Incorrect Goods 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.

19. Changes to This Policy

Atalliance may update this Policy from time to time to reflect changes to its returns 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 reduce a right that had already arisen in relation to an existing transaction.

20. Contact Us

For return or refund enquiries, 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