Refund policy

Refund, Returns & Fraud Prevention Policy

Last updated: September 2025

We are committed to providing excellent service, high-quality products, and protecting our customers against fraudulent activity. This policy outlines our returns process, refund timeframes, fraud prevention measures, and circumstances in which we may request additional verification.

1. Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility

To be eligible for a return:

-The item must be in the same condition as you received it
-It must be unused and unaltered
-You’ll need the receipt or proof of purchase

How to Request a Return

To start a return, you can:

-Call your nearest Alltrade Aluminium branch
-Email the staff member you were dealing with
-Or email us at sales@alltradealuminium.com.au

Note: Items sent back to us without first requesting a return may not be accepted.

For any return questions, contact us at sales@alltradealuminium.com.au.

2. Exceptions & Non-Returnable Items

Certain items cannot be returned, including:

-Custom-made, cut, folded, powder-coated, or fabricated products
-Cut-to-size glass
-Special orders or personalised items
-Sale items
-Gift cards

If unsure, please contact us to confirm your item’s eligibility.

3. Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is:

-Defective
-Damaged
-Incorrect

We’ll review the issue promptly and arrange a suitable resolution.

4. Inspection on Delivery

Customers must examine goods immediately after delivery.

-Claims for misdelivery, shortage, defect, or damage must be made in writing within 7 days of receiving the goods.
-Claims lodged after this timeframe may not be accepted.

5. Exchanges

The fastest way to exchange an item is to return the original product. Once your return is approved, you can make a separate purchase for the new item.

6. Delivery

Any quoted delivery date or time is an estimate only.
While we’ll always do our best to meet your preferred timing, Alltrade Aluminium is not liable for any delays, associated losses, or damages arising from changes in delivery schedules.

7. Refunds

Once we’ve received and inspected your return, we’ll notify you whether the refund has been approved. If approved:

-Refunds will be processed via your original payment method
-Alternatively, we may offer an exchange or credit at your request
-Please note that banks and payment providers may take additional time to process the refund
-A restocking fee of 10% may apply, you will be notified before processing if this is applicable

8. Refund Processing Timeframes & Fraud Prevention

Most refunds are processed within 2–3 business days.

However, if a transaction is flagged for fraud review or unusual activity, we may place a temporary hold on processing your refund for up to 5–10 business days while we verify payment and identity details.

We will:

-Inform you if your refund is delayed
-Explain why the review is necessary
-Update you once the review is completed

9. Photo ID Verification

To protect our customers and business from fraudulent activity, we may request to sight and/or take a copy of your valid photo identification when processing certain refunds.

We may request ID if:

-The refund amount exceeds $200
-The payment details do not match the customer details
-The transaction is flagged as suspicious by our payment provider
-A bank or financial institution requires additional verification

Acceptable Forms of ID

-Driver’s license
-Passport
-Proof of age card
-Other government-issued photo identification

10. Privacy & Data Security

We take your privacy seriously and handle any identification in compliance with the Privacy Act 1988 and Australian Privacy Principles (APPs).

-Purpose: Identification is collected only to verify your identity and confirm the legitimacy of your transaction.
-Storage: ID copies are stored securely with access limited to authorised staff.
-Retention: We keep ID records only as long as required for verification or dispute resolution, after which they are securely deleted.
-Disclosure: We may share your ID details with:
     -Your bank or payment provider
     -Law enforcement agencies, where legally required
     -Our payment gateway or fraud-prevention partners

11. Sizes, Dimensions & Tolerances

While Alltrade Aluminium prides itself on accuracy, quality, and performance, some manufacturing tolerances apply due to material properties.

-Non-sheet products: ±2mm
-Sheet / folded trim products: Dimensions, cut-outs, holes ±2mm; angles ±2°
-Glass products: Dimensions, cut-outs, holes ±3mm; shapes and angles ±2°

12. Holding Period for Orders

When your order is ready, we’ll contact you to arrange collection or delivery.

-If we receive no response, we’ll follow up in writing
-Orders not collected or arranged for delivery within 3 months of notice may be scrapped or disposed of without refund

13. Limitation of Liability

Alltrade Aluminium excludes all warranties, conditions, and representations to the fullest extent permitted by law.

Our liability for goods and services is limited, at our discretion, to one or more of the following:

For goods:

-Replacement of goods or supply of equivalent goods
-Repair of goods
-Payment of the cost of replacing goods or acquiring equivalent goods
-Payment of the cost of having goods repaired

For services:

-Resupplying the services
-Payment of the cost of resupplying the services

This limitation does not affect your rights under the Australian Consumer Law.

14. Contact Us

For questions about this policy, returns, refunds, or fraud prevention:

Alltrade Aluminium
📧 sales@alltradealuminium.com.au
📞 03 9328 3200
📍 4/63-71 Boundary Road, North Melbourne VIC 3051