Terms and Conditions of Sale

Welcome to Altapac! We’re all about helping you get the most out of your adventures with great products and reliable services. By placing an order with us, you agree to the following terms and conditions, which ensure everything runs smoothly and everyone’s on the same page. 

1. Deposits and Payments 

When you place an order, we require a deposit of 30% to 50%, depending on the product. This deposit is normally non-refundable, but we’ve got your back if: 

• We can’t supply the product. 

• We can’t get the product to you within a reasonable timeframe. 

• We’re otherwise unable to fulfill the order. 

In these cases, you may request a refund. 

Full payment is due prior to the release of goods unless other arrangements have been agreed upon in writing.  

2. Order Cancellations and Refunds 

We understand that plans change, and we try to be as flexible as possible. Here’s what you need to know about cancelling your order: 

• Full Refund Eligibility: If we haven’t ordered any stock or if the product is a regular stock item, we will refund your order in full, no questions asked. 

• Special Orders: For products that are specially ordered for you (i.e., not regular stock items), cancellations may incur a restocking fee of up to the full value of the deposit. We will clearly communicate this at the time of cancellation. 

• Refunds for Delayed or Unavailable Products: If we’re unable to supply your order within a reasonable timeframe, you may cancel and receive a full refund of any deposit paid. We’ll always keep you informed if there are any delays beyond what was initially communicated. 

Please note that restocking fees may apply to cover costs incurred in processing and fulfilling your order, especially in cases where stock has already been ordered on your behalf. 

3. Pricing and Stock Availability 

We strive to offer fair and competitive pricing across all our products. However, prices may vary and are subject to change without notice due to factors beyond our control, such as supplier price adjustments or currency fluctuations. Here’s how we manage pricing and stock availability: 

• Price Changes: Once an order has been placed, the price is locked in. If a price drops after you’ve made a purchase, we cannot adjust the price retroactively. Conversely, if prices increase after your order, your original price remains. 

• Quotations: Any quotations provided by Altapac are valid for 30 days, unless otherwise specified. If a quote expires, we’ll happily re-quote based on current prices and availability. 

• Errors and Omissions: Occasionally, there may be a pricing or product description error on our website or in-store materials. If we identify an error, we will contact you as soon as possible to correct the issue. You will have the option to proceed with the adjusted price or cancel your order for a full refund. 

Stock Availability: 

• In-Stock Items: If an item is in stock at the time of purchase, we aim to fulfill your order promptly. For online purchases, stock availability is updated regularly, but due to varying demand, we cannot guarantee availability until the order is confirmed. 

• Out-of-Stock Items: For items that are out of stock, we’ll provide an estimated restock date or offer an alternative product if available. If the restock time doesn’t suit your needs, you may cancel the order for a full refund. 

• Special Orders: Custom or non-regular stock items may have longer lead times. We’ll keep you updated on expected delivery times, and if any unforeseen delays occur, you can cancel for a full refund if we’re unable to meet your needs. 

4. Title of Goods 

Until your invoice is paid in full, the goods remain the property of Altapac. Once payment is completed, the goods are all yours. 

5. Returns and Refunds 

At Altapac, we’re committed to ensuring you’re satisfied with your purchase. If there’s an issue, we’ll do our best to make things right. Here’s how our returns and refunds process works: 

5.1 Change of Mind Returns 

• Regular Stock Items: We offer a 7-day return policy for change of mind on regular stock items, provided the item is returned in its original, unused condition, with all packaging and accessories intact. Refunds for change of mind returns may be subject to a restocking fee. 

• Special Orders: Change of mind returns are not available for custom or special order items, as these are ordered specifically for you. 

5.2 Faulty or Damaged Goods 

If your item is faulty, damaged, or not as described, you are entitled to a remedy under Australian Consumer Law. Depending on the nature of the issue, you may be eligible for: 

• Repair: If possible, we’ll repair the product at no cost to you. 

• Replacement: If the issue can’t be repaired, we’ll replace the product with an identical or comparable item. 

• Refund: If a repair or replacement isn’t suitable, we’ll offer you a full refund. 

We aim to process all returns and refunds quickly, but please allow up to 10 business days for refunds to be issued once approved. 

5.3 How to Return Items 

• In-Store Returns: You can return items directly to any Altapac location with proof of purchase. 

• Online Returns: For online orders, please contact our customer service team to arrange a return. You are responsible for return shipping costs unless the item is faulty or not as described. 

5.4 Proof of Purchase 

A valid receipt or invoice is required for all returns, refunds, or warranty claims. Without proof of purchase, we are unable to process returns. 

6. Limited Lifetime Warranty on Workmanship 

We’re proud of our work and stand by it. All workmanship performed by Altapac is covered by a limited lifetime warranty for as long as you own your vehicle. If anything goes wrong due to our workmanship, we’ll fix it. However, this doesn’t override the individual product warranties, which can vary. Always check with your salesperson about warranty details for your specific product. 

7. Keep Your Invoice 

Hold on to your invoice! It’s important for warranty claims and compliance reasons. Without it, things can get tricky, and we want to ensure you get the service you deserve. 

8. Future Contact 

By purchasing from us, you agree that we may contact you in the future with news, product releases, special offers, and updates from Altapac and our suppliers. Don’t worry, if you ever want to opt out, just let us know! 

9. Free 12-Month Safety Check 

We offer a free 12-month safety check on anything we’ve fitted to your vehicle. This ensures everything is still working well and is safe for use. We want you to enjoy your adventures without any worries! 

10. Product Maintenance 

We encourage you to keep up with regular maintenance of your products. For example, if you’ve got roof racks, give them a check after a big trip. Make sure bolts are tight and everything’s in good shape. If you're unsure, feel free to reach out to us. 

11. Warranty Limitations 

If you alter a product or use it for something it’s not designed for, this may void your warranty. For example, using roof racks to carry something beyond their weight limit could cause issues. Always follow the product guidelines, and if in doubt, ask our team for advice. 

12. General 

This section covers general terms and other important considerations for doing business with Altapac: 

12.1 Product Descriptions 

While we do our best to ensure product descriptions, images, and specifications are accurate, there may be slight variations. If an error is found, we’ll contact you to discuss the correct information and provide the option to cancel the order or proceed with updated details. 

12.2 Limitation of Liability 

Altapac’s liability for any loss or damage resulting from the purchase, use, or installation of our products is limited to the amount paid for the product, except where such limitations are not permitted under Australian Consumer Law. 

12.3 Force Majeure 

Altapac is not liable for any failure to perform or delays in performance due to events beyond our reasonable control, such as natural disasters, strikes, or supply chain disruptions. 

12.4 Privacy Policy 

We respect your privacy. By placing an order with us, you consent to our use of your personal information for fulfilling your order and providing after-sales service. We may also contact you for marketing purposes as outlined in our Privacy Policy, which can be accessed on our website. 

12.5 Amendments to Terms 

Altapac reserves the right to amend these Terms and Conditions at any time. Any changes will be updated on our website, and it’s your responsibility to review the terms before making a purchase. 

12.6 Governing Law 

These Terms and Conditions are governed by the laws of New South Wales, Australia, and any disputes will be resolved under NSW law.