General Details
At Alpha Automation, we offer an immediate dispatch service which means your order will typically be dispatched same business day providing payment is made before 12pm, this excludes all public holidays.
If an item is not available it will always be marked as out of stock and you will be unable to purchase this is to ease confusion or frustrations in the order process.
If you wish to place a backorder this can always be arranged by sending an email to sales@alphaautomation.com.au.
We use common carriers such as Australia Post, TNT, Allied Express, TNT, Aramex (formerly Fastway) and couriers please, or any other appropriate carrier based on the size of goods and the delivery destinations.
Expected delivery times range from within one business day up to a week but at times can take longer due to the demand on freight handlers and couriers services. We do our utmost to reduce the waiting time as much as possible using our immediate dispatch system.
General Delivery Times
VIC/NSW: 1-3 Business Days
SA/TAS: 3-5 Business Days
QLD: 3-7 Business Days
WA/NT: 5-10 Business Days
Free Delivery*
Free Delivery is only valid for items that do not fall under a bulky item shipping method, bulky items are quoted on a case by case scenario.
Free Delivery* is occasionally unable to be honored in cases of the shipping cost being excessive. We will let you know when such an issue arises. This is typically remote parts of the country.
Free Delivery* in all cases requires a phyisical address due to size and weight of goods where post office/PO Box may not be plausible.
Free Delivery* is not available for WA, NT and Islands surrounding Australia, delivery to these parts defaults to a shared delivery or cancellation. We will let you know if a cancellation issue arises and discuss options.
Bulky Items
Bulky items courier pricing includes delivery to the nominated address curbside, unless specified a commercial property or otherwise the charged fees are based on domestic hand unload scenario requiring the recipient or a nominated party to assist the driver. Hiab delivery (crane) is also available at an additional cost to the recipient.
Overview
We offer a 30 days. return period. If 30 days have passed since your purchase (or receiving the goods), we unfortunately will not be able offer you a refund or exchange.
To be eligible for a return, your item must be unused and in brand new condition. It must also be in the original packaging.
To complete your return, we require an order number/invoice number or receipt for proof of purchase. In which you will be supplied an RMA number to label the returned goods with.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Typically your refund will be processed within 3 Business days or less and a credit will automatically be applied to your credit card or original method of payment.
Re-stocking Fees
A mandatory re-stock fee applies to all goods being returned and ranges from 5% typically and up to 20% in rare cases. This covers checking (and testing) of the product regardless if it is brand new.
There are rare situations where only partial refunds are granted:
- Items missing original packaging
And cases of a refund cannot be offered:
- Special Order Items brought in directly for the customer.
Shipping returns
To return your product, you should mail your product to within 5 days of receiving your RMA number.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If your order was sent with free delivery, the cost of the delivery will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you should consider using a trackable shipping service and/or purchasing shipping insurance. We don’t guarantee that we will receive your returned item this is the responsibility of the courier service.
Warranty Terms
Simple and Clear Black and White Warranty
Back to Base (Melbourne) Manufacturers warranty covers your equipment and components for a period of One/Two/Three years against faults and manufacturing defect with the exclusion of consumables (see below). This is limited and excludes issues arising from poor or improper installation, negligence, accidents, unsupported aftermarket accessories, natural disaster, lightning strikes, power surges, insect damage or use outside of its intended purpose and consumables.
Which products carry which warranty?:
Unless expressed otherwise on the product page and Invoice Viper and Apache gate motors and control boxes carry a 3 year warranty, Came/ Came x ASA carry a two year warrnty on gate motors and control boxes and all other products are covered under a stancard one year warranty. This does NOT cover consumables, see consumables definition below.
Definition of consumable:
Consumables specifically relates to Remotes, batteries, Gear Rack and other items subject to wear and tear. Warranty is not covered for a period greater than twelve months (one year) for consumable items.
Claiming Warranty:
In the rare case that an item is at fault it must be returned to BASE, the sender will pay freight charges to return to base (Melbourne) however the returned item (replacement or repair) freight charges will be covered by us. The warranty must be assessed by the manufacturer in which they will deem a replacement or repair is in order.
Procedure for claiming warranty:
If an item is working but not correctly operating (malfunction) it MUST first be diagnosed over the phone with our technical team to confirm fault or adjust settings to rectify faulty, in such a scenario only once the technical support person confirms fault can it become authorized as a warranty return to base. To complete the authorization A photograph/Video of the fault and the part may be required, along with reporting the lot number and serial number which is on each major component of the system.
What’s important to note:
All items are run through quality control and assurance procedures after manufacturing, we specifically specialize in premium products built with high quality materials and design. They are run through rigorous design test and the expectation or anticipation of a fault is rare. In the case of a fault occurring outside of warranty the availability to supply parts and support for products is rarely an issue. A good example is if a control unit were to become obsolete and there was no replacement parts (not likely) any newer control unit produced could be used as a replacement.
Need help?
We are here to help in any way that we can, please feel free to call us on (03) 9123 1226 or contact us by email at sales@alphaautomation.com.au