Return Policy

ALKYN Returns & Refund Policy

Effective Date: August 2026

At ALKYN, we design products to perform in demanding environments. Every PACK18 is inspected before dispatch and backed by Australian Consumer Law.

We understand that sometimes a return is necessary, and we've made our process as straightforward as possible.

Change of Mind Returns

If you've changed your mind about your purchase, you may request a return within 30 days of receiving your order.

To be eligible for a change of mind return, the product must:

  • Be unopened, unused, and in as-new condition

  • Include all original accessories, manuals and packaging

  • Be free from scratches, damage, dirt or signs of use

  • Be returned in original packaging suitable for resale

Please note:

  • Return shipping costs are the responsibility of the customer.

  • Original shipping charges are non-refundable.

  • A refund will be processed once the returned product has been inspected and approved.

Products that have been used, modified or damaged after delivery cannot be accepted as change of mind returns.

Damaged During Shipping

Please inspect your order as soon as it arrives.

If your PACK18 arrives damaged:

  • Notify us within 48 hours of delivery.

  • Email clear photographs of the product, packaging and shipping carton.

  • Do not dispose of the original packaging until your claim has been assessed.

Once confirmed, ALKYN will arrange an appropriate resolution, including replacement parts, replacement product or refund where applicable.

Faulty Products

If you believe your PACK18 has developed a fault, please contact our support team before returning the product.

To assist with diagnosis, we may request:

  • Order number

  • Description of the issue

  • Photos or video

  • Serial number

  • Proof of purchase

Many issues can be resolved quickly without requiring the product to be returned.

If inspection confirms a manufacturing fault, ALKYN will repair, replace or refund the product in accordance with Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.

  • Have 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 or limits your rights under Australian Consumer Law.

Items Not Covered

Returns or warranty claims may be declined where the issue results from:

  • Accidental damage

  • Misuse or abuse

  • Commercial or industrial use outside intended applications

  • Unauthorised modifications

  • Incorrect voltage or power connection

  • Failure to follow operating instructions

  • Improper storage

  • Normal cosmetic wear and tear

  • Consumable components that naturally wear through normal use

Return Process

  1. Contact ALKYN Customer Support.

  2. Provide your order number and a description of the issue.

  3. Wait for return approval before sending your item.

  4. Securely package the product.

  5. Ship using a tracked freight service if instructed.

Returns sent without prior approval may experience processing delays.

Return Shipping

Where a product is confirmed to have a manufacturing defect or major fault, ALKYN will cover reasonable return freight costs.

For change of mind returns, customers are responsible for all return shipping costs.

We recommend using tracked and insured shipping, as ALKYN cannot accept responsibility for items lost or damaged during return transit.

Refund Processing

Approved refunds are processed back to the original payment method.

Please allow:

  • 2–5 business days for inspection after receipt.

  • Up to 10 business days for your financial institution to process the refund.

Exchanges

We currently do not offer direct exchanges.

Incorrect Items

If you receive an incorrect item, please contact us within 7 days of delivery.

ALKYN will arrange collection and dispatch the correct product at no additional cost.

How to Contact Us

For all return, warranty and support enquiries:

Email: support@alkyn.com.au

Please include:

  • Full name

  • Order number

  • Contact phone number

  • Description of the issue

  • Photos or videos where applicable

Our team aims to respond within one business day.