Refund policy
Returns & Refunds
Thank you for shopping with Alpine Flow. This policy explains how returns and refunds work.
This policy does not limit any rights you may have under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under these laws. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you are located outside New Zealand or Australia, you may also have rights under the consumer protection laws of your country. Nothing in this policy is intended to limit those rights where they apply.
Change of Mind
We do not accept change-of-mind returns or refunds.
Orders are final upon placement. Refunds or replacements are provided only where required by law, including where goods are faulty, damaged in transit, or not as described.
Faulty, Damaged, or Incorrect Items
Please inspect your order when you receive it and contact us as soon as possible if an item is defective, damaged, or if you received the wrong item.
To make a claim we will need:
- Your order number
- A clear description of the issue
- Photos or video clearly showing the problem
If the goods are faulty, not as described, or damaged before delivery, we will provide a remedy in the form of a refund or a replacement in accordance with your rights under the Consumer Guarantees Act 1993 and our Terms of Service.
For items lost or damaged in transit, we remain responsible until physical delivery, as set out in our Terms of Service and Shipping Policy.
How to Start a Claim
Contact us at info.alpineflow@gmail.com with your order number, a description of the issue, and clear photos or video.
Once we have assessed your request we will let you know whether a refund or replacement has been approved.
Exceptions
Filter elements that have reached the end of their normal operational lifespan due to regular use are considered wear-and-tear, not a manufacturing defect (see our Terms of Service).
Exchanges
We do not offer exchanges for change of mind. If you have received a faulty or incorrect item, contact us and we will assess the appropriate remedy (refund or replacement) under the Consumer Guarantees Act.
Refunds
We will notify you after we have assessed your claim and let you know whether a refund or replacement was approved.
If a refund is approved, it will be issued to your original payment method. Your bank or payment provider may need additional time to process and post the refund.
If you do not see your refund within a reasonable period after it was approved, contact us.
Cancellations
Once an order has been placed it is submitted to our fulfilment partners. We are generally unable to cancel or modify orders after checkout. If you contact us immediately after placing your order, we will check whether cancellation is still possible before processing begins.
Contact
To report damaged, faulty, or incorrect items, or to inquire about a claim, please contact us at info.alpineflow@gmail.com.