Here at AlphaFit, we want you to be 100% satisfied with our products and services. In the rare occasion that you aren't happy with your purchase, we offer a Returns Policy that is designed to make the process as seamless as possible.
Please kindly understand that the benefits given by our Returns Policy are in addition to other rights you may have as a consumer under the Australian Consumer Law.
Change of Mind Purchase
If you change your mind about a product you have purchased we are happy to offer a store credit based on the following:
- all returned equipment, accessories or apparel is unused
- all items are in their original packaging
- return is submitted within 30 days of purchase
- all shipping costs are at the expense of the customer
Please do not send a return until it has been approved by our team. It is important to note that we only offer a refund for items with manufacturing faults. Once your item has been received and approved for return, your credit can be processed.
You will receive an email notification when this stage of the return has been completed and the total credit value will be added to your online account. These credits are valid for 12 months and can be used in part or as a whole amount off your next purchase.
How To Return Or Exchange A Change Of Mind Purchase
To return a change of mind item, please email firstname.lastname@example.org with your request and your Returns Form completed. Please note: Do not send back a product without including your Return Form as it will not be processed.
Once your request has been approved we will email you with the return address and any further instructions. AlphaFit reserves the right to inspect all items before accepting the return. Please allow 5-7 days for your return to be processed.
Please ensure items are packaged carefully and our return address and contact details are clearly labelled. We highly recommend using a carrier that provides tracking information as we do not take responsibility for items lost or damaged in transit.
To return or exchange an item at our Head Office please contact us via phone or email to organise a time. If you are wanting to exchange an item please let our friendly staff know prior to arriving so we can check that the item is in stock. If the item is not in stock we will issue a credit note.
Phone: 07 5574 4975
Opening Hours: 9am-3pm, Monday-Friday
*Please note there are no returns or exchanges on sale items for change of mind purchases. All sales are final.
**A 20% restocking fee applies for all change of mind returns.
Faulty / Wrongly Described Goods
Occasionally goods don’t turn up in the condition we sent them in, or they may have a manufacturing fault. Should you receive an item that is faulty or wrongly described, AlphaFit will cover the cost to return the item and issue a full refund or exchange. For products over 10kg, we can organise a replacement to be sent out to you with a courier and for the faulty items to be picked up. For smaller orders, we can reimburse you for any postage costs.
How To Return A Faulty/Wrongly Described Item
If your item is faulty or wrongly described on arrival, please note and clearly photograph examples of any fault or damage. If there is no physical fault which can be photographed, our customer service team will ask some questions to get a better understanding of the issue. Please email email@example.com with your order and invoice numbers and we may request that you send the item back to AlphaFit for inspection. If your goods are still functional but aesthetically damaged, you can call us on 1300 257 428 to discuss your options.
If you have been approved for a refund, it will be processed as quickly as possible. Please note we will only refund using the original method of payment. Refunds may take up to 14 days to process.
Returning Goods Under 10kg
AlphaFit has teamed up with Australia Post to offer free returns for faulty/wrongly described goods under 10kg at over 20,000 return locations Australia wide.
Once your return request has been received and approved, you will be issued with a pre-paid return label. Don’t have a printer? No problem. You can print your return label by visiting a participating Australia Post office.
Attach your return label to the parcel and drop off at your nearest post office, street post box or parcel locker.
Returning Goods Over 10kg
For larger items over 10kg AlphaFit will organise a courier to collect the faulty goods.
To return or exchange an item at our Head Office please contact us via phone or email to organise a time. If you are wanting to exchange an item please let our staff know prior to arriving so we can check that the item is in stock. If the item is not in stock we will issue a full refund.
Phone: 07 5574 4975
Opening Hours: 9am-3pm, Monday-Friday
Free Return Shipping with PayPal
We know that sometimes you need to return an item and PayPal's Refunded Returns program has made it incredibly easy to do so!
When you pay with your PayPal account, PayPal can refund your return shipping costs on eligible purchases – up to $45 per return, and 8 returns each year.
To claim your free return all you need to do is:
- Wait until your return has been processed and items have been refunded by AlphaFit.
- To request your return shipping refund, log in to your PayPal account and select the transaction for the item you've returned.
- Click "Request a return shipping refund" in the purchase details.
- Fill out the online form found in the PayPal claim portal.
- Add your proof of postage from postage carrier and the refund confirmation from us.
- Submit your claim to PayPal. When approved, you should receive your refund usually within 5 business days.
[Click here] to find out more on the PayPal website, and to lodge your return refund request.
Please note, you must have activated Refunded Returns in your PayPal account prior to purchasing to be eligible for a refund on return shipping costs.
At any time you can discuss our Returns Policy with your Sales Manager or our customer service team on 1300 257 428.
Need to return/exchange something or have a question regarding your purchase? Contact us [here].