alt New Zealand Limited (“ALT”) Refund/Return Policy
If you would like to return a product for store credit, replacement, or refund, please email our customer support by email: firstname.lastname@example.org for a return request. Please provide as many details as possible, including Order #, Full Name, Address, Phone Number, and Reason for the return. If the return is approved, you will get further directions on shipping the package back to us.
ALT will accept product returns and provide you with a refund or repair where:
Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.
Please note that we may request for you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.
Return of unused and unopened products:
ALT will not accept return of and/or issue any refund for purchases made other than through the Website. Any other purchases must be returned and refunded through the location from at which the products were purchased. If you purchased the product from www.getalt.co.nz please email email@example.com.
You have the right to withdraw from the Order with ALT and to return any new unused item purchased from us for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the Order by contacting ALT Customer Team at firstname.lastname@example.org. If you withdraw, ALT will reimburse to you all payments received from you, excluding the costs of shipment, within fourteen (14) days from the day you inform us of your decision to withdraw.
If you elect to withdraw, you must return the new, unused item purchased to ALT within fourteen (14) days of notifying us of your election. We may withhold reimbursement until we have received the purchased item. No refunds will be issued for items not returned within fourteen (14) days of notifying ALT that you would like to return the items for a refund. You agree that you will be responsible for the cost of return shipment in the event you elect to withdraw from the purchase agreement and to return an item for a refund.
Because of the nature of the products sold by us, for sanitary, and health and safety reasons, ALT will not accept returns of E-Liquid. ALT will issue refunds only for new and unused devices and products (excluding batteries and/or e-liquid). If the tamper proof seal is broken we will be unable to accept the returned product and we will not issue a refund.
If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it costs us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.
Here are the steps you will want to take:
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.