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Refund Policy

Returns

For products purchased from our website and delivered within Australia or internationally, we will accept returns within 7 days of your order being delivered and allow up to 21 days to process any return request for refund or replacement.

To be eligible for a return, your item must be in the original packaging with an unbroken seal. We cannot accept returned products that we reasonably believe have been used.

If any product is damaged, faulty or you received the wrong product, we do offer a refund or replacement if you contact us within 7 days of your order being delivered, any claim after this period will not be accepted.

Contact our Customer Service team on 1800 033 289 / Monday - Friday 10am - 4pm AEST who will advise and assist you with the returns process. To help assist our helpful team please ensure you have a receipt or proof of purchase including your order number and/or date of purchase. We do provide free postage for any product replaced.

If returning (original condition) please send your item to the following address:

Alpha Keri Australia
PO BOX 6035
Chullora NSW 1405
Australia

If returning (quality control testing) please send your item to the following address:

Alpha Keri Australia
12-16 Janine Street
Scoresby VIC 3179
Australia

Exclusions

Our returns policy does not exclude or replace your rights under Australian Consumer Law and regulations.

We do not provide any refunds or replacement of products purchased from online or retail stores that are authorised or unauthorised to distribute our product range. Please contact the retail store that you have purchased from with your proof of purchase and check their return / refund policy.

We do not provide refunds for gift card/s purchased online.

Change of Mind Policy

We do not accept refunds or replacements, if you change your mind.

Once an order has been placed, it joins a queue for immediate processing and despatch. We are therefore unable to make any changes, additions or amendments to any order.

Refund or Replacement Options

We can provide the following choices due to product quality issues:

  • Exchange for the same product (subject to availability).
  • Exchange for an alternate product (subject to availability).
  • Refund to your original method of payment (within 30 days of purchase).

Depending on where you live, the time it may take for your replacement product to reach you, may vary.

Availability

A requested replacement item may become out of stock or been discontinued. If your replacement product is not available, we will refund the amount including shipping costs to your original method of payment (within 30 days of purchase).

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item with notice of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-5 business days.

There are certain situations where only partial refunds are granted on a case by case basis at the discretion of Alpha Keri Australia.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@alphakeri.com.au

Be Consumer Aware

Purchasing from an authorised retailer (online or store) will ensure that your Alpha Keri Australia products are authentic and current. Buying from an unauthorised online retailer may result in you receiving spoiled, outdated and even counterfeit products.

DD [17-06-2019]