We don't have any strict 'no refund' policies or things like that at Altapac. We try to be as fair as possible when arranging returns, repairs or replacements for our valued customers. The policy below will guide our decision making when you contact us about a repair, return, replacement or refund.
What can be returned
Any product can be returned to us but there are conditions.
Are returns accepted for change of mind or incorrect purchases?
We aren't required to accept returns for a change of mind or in situations where the product doesn't fit or suit your vehicle if you made the wrong decision. In these circumstances, we will allow you to return the product to us provided it is in resaleable condition.
Returns to Altapac
You will be charged a restocking fee of between 15-75% (depending on the condition of the product) of the total price of the product plus the shipping cost we paid to get the goods to you. You'll be responsible for shipping the products back to us at 14 McDougall St, Kotara, NSW, 2289.
Returns to our suppliers
Our suppliers charge a higher restocking fee to us and for that reason, we always recommend sending the goods to us. If it is more convenient or affordable to return products to our supplier it would be best to contact us first to determine your costs.
You may request a repair, return or replacement in circumstances where a product has a major fault. This is when the item;
- has a problem that would have stopped someone from buying the item if they had known about it,
- is unsafe,
- is significantly different from the sample or description,
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase —e.g. your receipt.
If your item is missing parts or components that it is meant to come with as listed on the box contents of the items or the inclusions list on the product description or manufacturer's product booklet then we will send those items to you. Nice and simple.
The item description said it would fit but doesn't.
If our product listing said your product would fit and it doesn't and you've followed the instructions perfectly then we will arrange for one of our product specialists to contact you and determine what the issue is. If we can fix it by sending you additional parts or by guiding you over the phone than we will do that but if we can't, our customer service team will work with you to resolve the situation. This may mean we'll return and refund the item, replace it, or another form of recourse.
If you've been assured that your product will fit and it doesn't then that is on us or our suppliers. We'll refer you to the Australian Consumer Laws which states that you are eligible to return the goods for a refund if the item doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Our TruFit Guarantee
If you're unsure about what products will suit your vehicle or setup, contact our product specialists by emailing firstname.lastname@example.org or by calling us on 02 4003 8500 and we'll guide you through it. If those items don't fit and you've given us all the correct information (yes, we do keep track), then we will replace the products or return the goods to us and issue you a refund.
Return for Credit or Refund
We do offer instore credits in some circumstances. If you need to return a product to us for a refund then we will credit you using the same method you paid us.
Instore return option
If it is convenient to return the product to us in person or instore than please feel free to do so. You'll save on the shipping component on any applicable restocking fee (depending on product condition) if you do that.
Do I need to return the goods in their original packaging?
Yes, items need to be in a resaleable condition. This means they need to packed in their original packaging and they need to be packed the same way they were when you received them. The box and any other packaging have to in the same condition it was when you received it. If it's not, contact us and we may be able to work something out.