Refund & Returns Policy

Last Updated: 12 June 2026

Australian Consumer Law

At ALTRIX, we are committed to complying with the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact ALTRIX as soon as reasonably possible at altrix.support@gmail.com.

To assist with your claim, we may request:

• Your order number or proof of purchase.
• A description of the issue.
• Photographs or videos of the product.
• Return of the item for inspection where reasonably required.

Where required by Australian Consumer Law, ALTRIX will provide an appropriate repair, replacement or refund.

Product Assessment

Some products may need to be inspected before a repair, replacement or refund can be approved.

Where permitted by law, ALTRIX reserves the right to assess returned products to determine the nature of the fault and the appropriate remedy in accordance with Australian Consumer Law.

Change of Mind Returns

Subject to the conditions below, ALTRIX may accept change of mind returns within 30 days of delivery.

To be eligible for a change of mind return:

• The item must be unused.
• The item must not have been installed.
• The item must be in its original packaging.
• The item must include all original parts, accessories and documentation.
• The item must be in original, undamaged and resaleable condition.
• Proof of purchase must be provided.

Customers are responsible for all costs associated with returning change of mind purchases.

Original shipping charges are non-refundable unless otherwise required by law.

ALTRIX reserves the right to refuse change of mind returns that do not meet the above conditions where permitted by law.

Product Compatibility

Customers are responsible for ensuring products are suitable and compatible with their intended application before placing an order.

If you are unsure whether a product is suitable for your setup, we encourage you to contact us before purchasing.

Ordering an incorrect or incompatible product does not, by itself, make the product faulty.

Return Authorisation

Before returning any product, customers must contact altrix.support@gmail.com to obtain return instructions.

Returns sent without prior authorisation may be delayed or refused where permitted by law.

Customers are responsible for ensuring returned items are securely packaged to minimise the risk of damage during transit.

Inspection of Returned Items

All returned products are inspected upon receipt.

Where permitted by law, ALTRIX reserves the right to refuse returns that:

• Have been used or installed.
• Have been modified or altered.
• Have been damaged after delivery.
• Are missing parts or original packaging.
• Do not satisfy the conditions outlined in this policy.

Nothing in this section limits your rights under Australian Consumer Law.

Refund Processing

Once a return has been received and assessed, ALTRIX will notify you of the outcome.

Where a refund is approved, it will be processed to the original payment method where possible.

Processing times may vary depending on your financial institution or payment provider.

Contact Us

For all return requests or enquiries, please contact:

Email: altrix.support@gmail.com