Planning on quitting tobacco? We want to help!

Find out more

Search

Search our shop

    RETURNS PROCESS

    1. Contact alt. via the contact page detailing the information below:

    Order Number:
    Full Name:
    Address:
    Phone Number:
    Reason for the return:

    We will get in contact with you as soon as possible. If we approve the return, we will send you a return ticket. Please wait for approval from one of our Customer Service agents before sending the item back to us.

    2. Wait for return approval.

    Once approved, repackage the item including all original parts, packing materials, instructions, etc. and a copy of your receipt in the package, and return it to us.
    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, as well as tracked parcels - we are not responsible for returns that have been lost in transit.

    Include a copy of the original receipt in the package.

    3. Return is received by us.

    Once your item has been received in satisfactory condition. alt. will initiate a refund within 10 business days of receiving the items.

    4. Refund is processed

    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 please contact us via the contact page or via email at support@getalt.co.nz