Refund Policy

alt New Zealand Limited (“ALT”) Refund/Return Policy

If you would like to return a product for store credit, replacement, or refund, please follow our returns process HERE.

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:

• The product is faulty or is not of acceptable quality; or
• The product is not fit for its intended purpose; or
• The product does not match the sample or our description; and
• You can present your ALT receipt or other adequate proof of purchase.

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 through the location/stockist from at which the products were purchased. 

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.

Order cancellation and returning unopened products.

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 support@getalt.co.nz. 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. 

For hygiene reasons, if there is an error with your order (wrong flavour/strength) you must keep the product sealed and notify us within 48hrs of receipt. If we are not notified within 48 hours of receivership or if the product is un-sealed and/or opened, it is assumed you have accepted the error and do not wish to have the product replaced by your original order.

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:

1. Contact ALT via the Contact Please get approval from the agent to send the item back before sending the item. We will send you a return ticket. We may email you after you submit the Return in any attempts of troubleshooting.
2. Repackage the item including all original parts, packing materials, instructions, etc. Within reason this means that everything must be returned exactly as it was sent to you. If you do not have the original packaging we will NOT accept this as a return. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. DO NOT send items back in regular envelope, this is not sufficient packaging and can cause items to be lost in the mail as the envelopes are not tracked. Padded parcel bags are a must.
3. Include a copy of the original receipt in the package.
4. If you are to receive a refund, it will be issued by ALT when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving the items. And will be applied directly to the method that was used to make a purchase.
5. Usually refunds can take up to 5 business days to completely process after the refund has been initiated. Refunds are only issued to the original form of payment on the corresponding order. If you have any questions on our return/refund process, feel free to use the contact page.

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.