Returns & Refund Policy

Alton Goods Pty Ltd  (ABN:37 632 681 228)
Last updated: 16 June 2026

Overview

This Returns & Refund Policy (“Policy”) is issued by Alton Goods Pty Ltd (“we”, “us”, “our”) and governs the return, refund, and exchange of all goods purchased through our website at https://altongoods.com (“Website”) by customers. This Policy sets out information about how we process returns and refunds, and includes information about your entitlements, obligations, risks, and costs.

This Policy forms part of, and must be read together with, our Website Terms and Conditions (https://altongoods.com/pages/terms-of-service). This Policy does not govern shipping, loss, or damage to goods in transit. Those matters are addressed exclusively in our Shipping Policy, available at https://altongoods.com/pages/shipping-policy.

In this Policy, the following terms have the meanings set out below:

  • “Customer”, “recipient”, “you”, “your” refers to the individual or entity that places an order through the Website, or any person designated to receive delivery of an order on their behalf.
  • “Seller”, “we”, “us”, “our” refers to Alton Goods Pty Ltd, being the party responsible for selling and supplying goods to the Customer through the Website.
  • “Order”, “purchase”, “item”, “goods” refers to any product or service purchased by a Customer through the Website.

By placing an order on our Website, you confirm that you have read, understood, and agree to be bound by this Policy in its entirety.

Eligibility to Request a Return

Only the original purchaser of goods or services from our Website is eligible to request a return for a refund, exchange or store credit under this Policy, subject to all of the following conditions being met:

  • The return request is made within 30 days of the original purchase date;
  • The item is returned in as-new condition (unused, unworn, undamaged, and with all original tags attached);
  • The item is returned in its original, undamaged packaging; and
  • The applicable return processing fee is paid (see Section 3).

Refunds, exchanges or store credit for change of mind returns will be for the original purchase price only. Shipping, handling, insurance, and other costs paid at the time of purchase are non-refundable.

A return will not be available where:

  • You are not the original purchaser of the goods or services;The return request is made more than 30 days after the date of purchase;
  • The goods or services were purchased through a third-party retailer or platform (please contact that retailer directly);
  • The goods were sold as samples, demonstration models, second-hand, used, ex-display, scratch-and-dent, runout, or limited-edition items; or
  • The goods or services do not otherwise meet the eligibility criteria set out in this Policy.

Return Processing Fees

The following processing fees apply to all eligible returns and exchanges:

3.1 Australian Returns

A processing fee of AUD $14.99 applies to all returns from within Australia. This fee covers:

  • A pre-paid return shipping label with tracking; and
  • Return processing and handling costs.

The Processing Fee will be deducted from the refund or store credit amount and is non-refundable, including where the customer elects to arrange their own return shipping in lieu of using the pre-paid label provided. Where a Customer chooses to arrange their own return shipping, an AUD $7.99 fee will still be deducted from the refund amount to cover handling costs.

3.2 Bulky or Oversized Items

The standard Processing Fee set out in Section 3.1 may not apply to returns involving bulky, oversized, or heavy items. Such items may incur additional return shipping charges, which will be determined based on the item's weight, dimensions, and delivery location. 

Where additional charges apply, we will notify you of the total return cost before issuing a return label. Your return will not be progressed, and your refund will not be issued, until the applicable charges have been agreed upon and paid. If you are unsure whether your item may be subject to additional charges, we recommend contacting us before initiating a return.

3.3 International Returns

For returns from outside Australia:

  • Return shipping is entirely at your own expense. We do not provide pre-paid return labels for international orders.

  • A handling fee of AUD $7.99 will be deducted from your refund amount upon receipt and processing of your return.

  • We strongly recommend using a trackable shipping method. We accept no responsibility for returned items lost or damaged in transit.

Note: Customs duties, taxes, or import charges incurred during the return process are the customer’s sole responsibility. These amounts will not be refunded or credited. For further information, please refer to our Shipping Policy. 

Returns for Incorrect or Misdescribed Goods

You are entitled to a full refund, exchange, or store (at your discretion) where:

  • We delivered goods that are materially different from what you ordered;
  • The description of the goods on our Website was inaccurate or incomplete in a material respect;
  • The goods are the wrong size and we do not hold a suitable alternative size in stock or on order; or
  • We are otherwise required by law to provide a refund.

Where any of the above circumstances apply, you will not be charged a Processing Fee, and we will cover all return shipping costs in full. A pre-paid return shipping label will be provided upon approval of your claim.

To request a refund or replacement under this section, please contact us with your order number and a description of the issue. 

Where reasonably required, we may ask you to provide photographs or other evidence of the incorrect or misdescribed goods prior to approving your claim.

Warranty-Based Refunds

Where you make a valid warranty claim in accordance with our Warranty Against Defects (available at https://altongoods.com/pages/warranty-against-defects), we may, at our discretion, offer a refund in lieu of a repair or replacement. The applicable return processing fee (Section 3) will not apply where a warranty claim is accepted.

Exchanges

We offer exchanges under at no additional cost within 30 days of purchase in the following circumstances:

  • We delivered the wrong item; or
  • The description of the goods or services was inaccurate or incomplete in a material respect. 
  • Apparel items that are not the correct size or fit, provided we hold a suitable alternative size in stock and the item has not been used other than for test fitting. 

If these conditions are met, the return shipping for apparel exchanges are covered by us. A pre-paid return shipping label will be provided upon approval of your exchange request. 

Exchanges that do not meet these requirements will not be considered. 

Condition of Returned Items

All items returned to us must meet the condition requirements set out in this section. These requirements apply to all return types under this Policy, including refunds, exchanges, and store credit. 

We reserve the right to assess the condition of any returned item upon receipt and to determine, at our sole discretion, whether the requirements below have been satisfied. 

7.1 Acceptable Test Use & Fitting 

Customers are entitled to a single, indoor test use or fitting undertaken in a clean environment. Any evidence of use beyond test fitting, including but not limited to accidental damage, stretching, deformation, or the presence of noticeable marks or stains, will render the item ineligible for return.

7.2 Assessment and Rejection

Upon receipt of a returned item, we will inspect it against the requirements of this section before sending out the replacement or providing a refund. Where an item is determined to be in an unsellable or unacceptable condition, we will notify you in writing within 5 business days of receipt. In such circumstances:

  • Your refund, exchange, or store credit request will be refused;
  • We will provide reasons for the refusal; and
  • The item may be returned to you at your expense, or disposed of by us if you do not arrange collection or return shipping within 14 days of our notification.

7.3 Fraudulent or Misleading Returns

We reserve the right to refuse a return, and to take further action, where we reasonably believe that a return has been made fraudulently or in a misleading manner, including where a different item has been returned in place of the original, or where an item has been deliberately damaged or tampered with prior to return. We reserve the right to report such conduct to the relevant authorities where appropriate.

How to Action a Return, Refund, or Exchange

All return, refund, and exchange requests must be submitted in accordance with the procedure set out in this section. Failure to comply with any of the requirements below may result in your request being delayed, rejected, or forfeited. 

To initiate a request, please follow the steps below:

  • Submit a request through our online Returns, Exchanges & Warranty Claims Portal within the specified eligibility time period (30 days). Requests submitted outside the applicable timeframe will not be considered.
  • Securely package your item, ensuring its original packaging and tags are attached. The order number, your full name and contact details must be clearly marked on or inside the package. 
  • Send the item using the shipping label provided. In cases where we have not provided a shipping label, we strongly advise using a trackable shipping method and retaining proof of lodgement, as we accept no responsibility for items lost or damaged in transit.
  • Once your return has been received and inspected, we will process your refund or exchange within 5–10 business days, provided all conditions of this Policy have been satisfied. Refunds will be issued to your original payment method. We reserve the right to extend this timeframe where additional assessment is required, and will notify you in writing if this is the case.

EU Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalised items, as set forth in Article 16 of Directive 2011/83/EU.

To exercise your right of withdrawal, click here: https://alton-goods.myshopify.com/apps/redo/returns-portal/login?withdraw=true

Your Rights Under Australian Consumer Law

This Policy is in addition to, and does not limit, your rights under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)). Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Contact Us

If you have any questions about this Policy, please contact us at support@altongoods.com. 

Alton Goods Pty Ltd reserves the right to amend this Policy at any time. Any changes will be posted on our Website and will apply to purchases made after the date of posting.