Refund policy

Refund, Returns & Exchanges Policy

We want you to be happy with your purchase from ALT CVLT. This policy explains our change-of-mind returns as well as your rights under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Change of Mind Returns

We offer a 14-day change-of-mind return period.

You have 14 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return, the item must:

Be unworn, unused and unwashed
Be in its original condition
Have all original tags attached
Be returned with its original packaging where applicable
Be accompanied by proof of purchase

To request a return, contact us at backstage@alt-cvlt.com.au before sending your item back.

Returns should be sent to:

ALT CVLT
7E Station Street
Frankston VIC 3199
Australia

Please do not send an item back until your return request has been approved.

Change of Mind Return Postage

Customers are responsible for the cost of returning items for a change-of-mind return.

Original shipping charges are not refundable for change-of-mind returns.

We recommend using a tracked shipping service, as ALT CVLT cannot be responsible for change-of-mind returns that are lost in transit.

These conditions apply only to change-of-mind returns and do not limit your rights where an item is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If an item is faulty, damaged, unsafe, significantly different from its description, not fit for its intended purpose, or otherwise fails to meet a consumer guarantee under Australian Consumer Law, please contact us at backstage@alt-cvlt.com.au.

Please include your order number and, where possible, photos showing the issue so we can assess the product.

Your rights in these circumstances are not limited to 14 days and an item does not need to be in its original packaging for you to exercise your rights under Australian Consumer Law. Proof of purchase may be required.

Major Problems

If a product has a major problem, Australian Consumer Law generally gives you the right to choose between:

A replacement; or
A refund.

A major problem can include a product that is unsafe, substantially different from its description, has a serious problem that would have stopped a reasonable customer from buying it, or cannot be used for its normal or disclosed purpose and cannot easily be fixed within a reasonable time.

Where a refund is required under Australian Consumer Law, it will be for the amount paid for the affected product and will generally be returned using the original payment method unless otherwise agreed.

Minor Problems

If a product has a minor problem, we may choose to repair the item or otherwise resolve the problem within a reasonable time.

If we cannot or do not fix the problem within a reasonable time, you may be entitled to a replacement, refund or another remedy under Australian Consumer Law.

Return Postage for Faulty Products

For products that can reasonably be posted or returned, we may ask you to return the item to us for assessment.

If the product is confirmed to have a problem covered by the Australian Consumer Law, ALT CVLT will reimburse reasonable return postage costs. Please keep your postage receipt.

For goods that are large, heavy or otherwise difficult to return, different collection arrangements may apply in accordance with Australian Consumer Law.

Hygiene and Other Non-Returnable Items

For change-of-mind returns, we do not accept returns of certain products where health, hygiene or safety considerations apply, including:

Earrings and body piercing jewellery
Makeup and hair dye
Socks
Hosiery and intimates
Underwear and swimwear
Contact lenses and saline solution
Specimens and similar products
Personal care products that have been opened or used

These exclusions apply to change-of-mind returns only.

If any of these products are faulty, damaged, incorrectly described or otherwise fail to meet a consumer guarantee, your rights under Australian Consumer Law still apply.

Sale and Clearance Items

Sale and clearance items are not excluded from your rights under Australian Consumer Law.

If a sale item is faulty or otherwise fails to meet a consumer guarantee, you may still be entitled to a repair, replacement, refund or other remedy as provided by law. The ACCC specifically states that businesses cannot rely on terms such as “no refunds or exchanges on sale items” to deny statutory remedies.

Sale and clearance items are not eligible for change-of-mind returns unless otherwise stated. This does not affect any rights you may have under the Australian Consumer Law.

Exchanges

If you would like to exchange an eligible change-of-mind item for another size, style or product, contact us at backstage@alt-cvlt.com.au.

Exchanges are subject to stock availability.

If your requested replacement is unavailable, we will discuss the available options with you.

This exchange policy does not affect any remedies you may be entitled to under Australian Consumer Law.

Refunds

Once an approved return has been received and assessed, we will let you know the outcome.

Approved refunds will generally be returned to the original payment method.

Please allow up to 10 business days after we process the refund for it to appear in your account. Processing times may vary depending on your bank or payment provider.

Refund processing timeframes do not limit any rights you may have under Australian Consumer Law.