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, Hunter Express, Star Track, 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, courier run times in certain regions and rural matters. We do our utmost to reduce the waiting time as much as possible by offering same day dispatch if ordered before 10am (Excludes bulky items).Â
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* (if Offered)
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.
Free Delivery* in all cases of a return the refund will deduct all postage/shipping costs incurred to originally send
Free Items Promotions* (if Offered)
Free Item Promotions will be provided for the advertised selected bundle
Free item Promotions cannot be redeemed for a monetary value
Free item Promotions are provided with zero charge and do not include any form of warranty
If a return of an item occurs it cannot be processed without the return of and Free promotion items provided with the order
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
Understanding Warranty
All products are covered by a warranty for normal and intended use following the installation guidelines. Warranty does not extend to improper use, poor or improper installations, errors in wirings and connections, errors resulting in a failure after a period of time.
Every product sold has relevant documentation (manuals) and often videos associated on the products page under the tabs Manuals/Videos. The manual should be read prior to your purchase to ensure your installation conforms to the guidelines. If no manual is available online please request a copy first.
The product warranty does not cover out of guidelines use, natural or other disasters, abnormal weather conditions, damage incurred in shipping or handling, damage caused by disaster such as fire, flood, wind, earthquake, lightning, excessive voltage, mechanical shock, water damage, damage caused by unauthorized attachment, alterations, modifications, or foreign objects, damage caused by peripherals (unless such peripherals were formally listed as compatible or advised in writing), defects caused by failure to provide a suitable installation environment for the products, damage caused by usage of the products for purpose other than those for which it was designed, damage from improper maintenance, damage arising out of any other abuse, mishandling, and improper application of the products.
Under no circumstances shall we be liable for any special, incidental, or consequential damages based upon breach of warranty, breach of contract, negligence, strict liability, or any other legal theory. Such damages include, loss of profits, loss of the product or any associated equipment, cost of capital, cost of substitute or replacement equipment, facilities or services, down time, purchaser’s time, the claims of third parties, including customers, and injury to property.
Differentiations
The product must be installed for normal and intend use to the manufacturer’s guidelines in the provided installation manuals or videos. If there is an unknown or differentiation required from the typical guidelines outlined this must be formally acknowledged in writing (email) to be an acceptable solution.
Wind Resistance (Swing Gates)
In no form is it suggested an operator can push through wind resistance unless strictly expressed in writing. The selection of high thrust operators is limited to AXO model operators, Any and all high wind resistance applications should be discussed and appraised prior to purchasing.
Rising Gates and Tilting Gates (Swing Gates)
Unless strictly express any product sold should not be considered to be suitable for a rising gate. There are multiple factors to consider when installing an automation for a rising gate and until expressed in writing for formal approval for use of an AXO or RAPTOR operator.
Gear Rack Breakage
in extreme cases sliding gate gear rack can be broken from poor installation, poor alignment or Accidents. This item is a sacrificial part to the system designed to break as opposed to breaking the internal mechanicals within the sliding gate operator.
Warranty for Batteries and Control Boards
Warranty for batteries is provided by the individual battery manufacturers. Warranty for batteries is heavily enforced by the said parties. Warranty on batteries is void on batteries if the installation is not within the correct standard as outlined in the installation manual.
Two common points that will automatically void warranty:
1. Sliding gates limit switch strikers not set correctly, crashing into posts, catchers, stoppers at the end of each cycle creates an overload event. This overload event spikes the current draw from both batteries. This leads to premature failure of batteries, solar regulator, gate controller and potentially DC motor.
2. Non-calibrated gate swing or sliding gate systems not slowing down at the end of each cycle create an overload event. This overload event spikes the current draw from both batteries. This leads to premature failure of batteries, solar regulator, gate controller and potentially DC motor.
One-Year, Two-Year and Three-Year Warranties
Warranty terms are 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.
It should be considered all items are sold with a one year back to base warranty with the exception of as follows:
Two Years Warranty Period ZLX24 Control Boards BKV Operators AXO Actuators
Three Years Warranty Period Viper Actuators, Raptor Articulating Operators, Apache Articulating Operators, Premier SW24 Control board ONLY when used with Viper, Raptor or Apache Gate Motors
Consumables carry a One year warranty. 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.
Procedure for claiming warranty: If an item is not working or working but not correctly operating it MUST first be diagnosed by 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, only then can a Authorization Number be provided which is mandatory to submit a claim. To complete the authorization photographs or Videos of the fault , installation or other may be required. If the required information cannot be provided it will affect the ability to proceed with the claim.
Contact support for assistance and retrieve an Authorization I need to make a warranty Claim