Return And Refund Policy

At Alsanati, we aim to provide clear guidelines regarding returns, refunds, replacements, damaged products, incorrect or missing products, delivery issues, and order cancellations.

Please review this policy carefully before submitting a return or refund request.

1. Return And Refund Request Requirements.

If you need to request a return, refund, or replacement, please contact us at info@alsanati.com.

Requests relating to a product received by the customer should generally be submitted within 7 days of delivery.

When submitting your request, please provide.

• Your full name.
• Your order number.
• The reason for your request.
• Clear photos showing the issue where applicable.
• A video where photos are not sufficient to demonstrate the issue.
• Photos of the packaging where relevant.
• Any other information reasonably required to assess the request.

Please do not return a product before receiving return instructions from Alsanati.

If a return is required, we will provide the applicable return location and instructions.

2. Delayed Orders.

If an order has not arrived within the estimated delivery timeframe stated in our Shipping Policy, please review the tracking information provided for your shipment.

Orders may occasionally experience delays because of customs processing, carrier schedules, public holidays, weather conditions, transportation disruptions, or other circumstances outside our reasonable control.

If your tracking information has not updated for an extended period or you believe your package may be lost, please contact info@alsanati.com.

We may need to contact the applicable shipping provider or carrier to investigate the shipment.

Shipping investigations may require additional time before a final resolution can be provided.

3. Orders Not Received.

If you have not received your order, please contact us with your order number and available tracking information.

Depending on the circumstances, we may ask you to contact the local delivery provider or provide documentation confirming that the package was not received.

If tracking indicates any of the following issues, additional action from the customer may be required.

• Incorrect or incomplete delivery address.
• Incorrect contact information.
• Unknown recipient.
• Recipient unavailable.
• Refused delivery.
• Package not collected within the required period.
• No suitable delivery location.
• Applicable customs requirements not completed.
• Other delivery circumstances attributable to the recipient.

Customers are responsible for providing complete and accurate delivery information and taking reasonable steps to receive or collect their package.

If a package cannot be delivered because of circumstances attributable to the customer, a refund or replacement may not be available.

Where reshipment is available, additional shipping costs may apply.

4. Packages Marked As Delivered.

If tracking information indicates that your package has been delivered but you cannot locate it, please first check the delivery location, surrounding property, household members, and any information provided by the carrier.

You may also be required to contact the local delivery provider for further information.

If you are still unable to locate the package, please contact info@alsanati.com.

We may investigate the delivery with the applicable shipping provider and request additional information or documentation.

A refund or replacement will not automatically be issued solely because a package marked as delivered cannot be located. The delivery circumstances may need to be investigated before a resolution can be determined.

5. Damaged Products.

If your product arrives damaged, please contact us within the applicable reporting period stated above.

Clear photos or videos showing the damage may be required.

Where significant product damage is confirmed, an approved resolution may include a full refund or replacement.

Where only part of the product is affected, an approved resolution may include a partial refund or replacement depending on the circumstances.

Minor issues that do not materially affect the product may not qualify for a full refund.

Damage to external shipping packaging alone does not necessarily qualify as damage to the product.

6. Incorrect Products.

If you receive a product that is different from what you ordered, please contact us within the applicable reporting period.

This may include receiving the wrong product, colour, or size.

For confirmed incorrect products, an approved resolution may include a full refund or replacement.

We may request photos of the product, packaging, labels, or other information required to verify the issue.

For size-related issues, we may request photographs showing the product measurements.

Minor colour differences resulting from photography, lighting, or display settings may not necessarily mean that an incorrect product was supplied.

7. Missing Products Parts Or Accessories.

If a product, part, or accessory is missing from your order, please contact us within the applicable reporting period.

We may request photographs of the package and products received.

Depending on the circumstances.

• A missing product may be resent or refunded where appropriate.
• A missing part may be sent separately.
• A missing accessory may be resent.
• If a missing component materially affects the product, a replacement product or another appropriate resolution may be provided.

8. Order Cancellations.

If you wish to cancel an order, please contact info@alsanati.com as soon as possible.

An eligible order may be cancelled and refunded provided it has not yet entered processing or fulfilment.

Once processing has begun, cancellation may no longer be possible.

The following orders may not be eligible for cancellation once payment has been made and preparation has begun.

• Personalised or custom-made products.
• Pre-order products.
• Products prepared specifically for an individual order.

If an order can no longer be cancelled, an eligible product may still qualify for return after delivery under the conditions of this policy.

9. General Return Conditions.

Alsanati accepts eligible returns requested within the return period stated at the beginning of this policy.

For products with no product-related issue, including change-of-mind returns, the customer is responsible for return shipping costs.

To qualify for a return.

• The product must be unused and unworn.
• The product must remain in its original condition.
• Original packaging must be included.
• Original tags and accessories must be included where applicable.
• The return must be approved by Alsanati before being shipped.
• The requirements of this policy must be followed.

Where a damaged, faulty, incorrect, or otherwise affected product qualifies for a refund or replacement, the applicable resolution may be handled separately from a standard change-of-mind return.

10. Return Inspection.

Once a returned product reaches the designated return location, it may be inspected.

If the product shows signs of wear, misuse, alteration, customer-caused damage, missing components, or another condition that makes it ineligible for return, the return may be refused.

If the product passes inspection, the applicable refund or other approved resolution will be processed.

11. Return Instructions.

Before returning a product, you must obtain return approval from Alsanati by contacting info@alsanati.com.

If your return is approved, we will provide the applicable return location and instructions.

When returning a product.

• Use a trackable shipping service.
• Keep your return tracking number until the return has been completed.
• Include the original packaging, tags, and accessories where applicable.
• Follow the return instructions provided by our customer care team.
• Do not send a product to an address that has not been provided for your return.

Do not send returns to the Alsanati business address unless our customer care team specifically instructs you to do so.

Customers are responsible for applicable return shipping costs unless Alsanati advises otherwise or applicable law requires otherwise.

12. Full Refunds.

A full refund may be provided where the circumstances qualify under this policy.

This may include certain confirmed cases involving.

• Significantly damaged products.
• Incorrect products.
• Missing products.
• Shipments confirmed as lost.
• Other circumstances where a full refund is determined to be the appropriate resolution.

Eligibility will depend on the circumstances and the information available when the request is assessed.

13. Partial Refunds.

A partial refund may be offered where only part of a product or order is affected and a partial resolution is appropriate.

The amount of the refund will depend on the circumstances and the verified issue.

14. Replacements.

Where applicable, a replacement may be provided instead of a refund.

Depending on the issue, this may involve replacing the entire product or sending a missing component or accessory.

Where a replacement is offered, we will provide the customer with the applicable information regarding the replacement.

15. Refund Processing.

Once a refund has been approved, it will normally be issued to the original payment method used for the purchase.

We aim to issue approved refunds within 14 days after an applicable returned product has been received and inspected or after the refund has otherwise been approved.

Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

16. Products Not Eligible For Return.

We may be unable to accept returns for.

• Personalised or custom-made products.
• Products that cannot be returned for hygiene reasons after being opened or used.
• Gift cards.
• Products that have been worn or used.
• Products altered or damaged by the customer after delivery.
• Products missing required original packaging, tags, or accessories where applicable.
• Products returned without prior approval.

These exclusions do not restrict any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

17. Exchanges.

We do not currently offer direct exchanges for change-of-mind requests.

If you would like another product, you may return an eligible product according to this policy and place a new order.

Where an incorrect, damaged, or otherwise qualifying product has been supplied, a replacement may be offered as part of resolving the issue.

18. Circumstances Outside Our Control.

Alsanati may not be responsible for shipping delays or other delivery issues resulting from circumstances outside our reasonable control.

These circumstances may include.

• Severe weather.
• Natural disasters.
• International transportation disruptions.
• Strikes.
• Government actions or restrictions.
• Customs inspections or delays.
• Carrier disruptions.
• Other unforeseen events outside our reasonable control.

Where such circumstances affect an order, we will provide available information and assistance where reasonably possible.

19. Customer Rights.

Nothing in this Return and Refund Policy is intended to exclude or restrict rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Where applicable law provides additional rights or remedies, those rights will continue to apply.

20. Changes To This Policy.

We may update this Return and Refund Policy from time to time to reflect changes to our return procedures, fulfilment arrangements, operations, or applicable requirements.

Changes will apply from the date the revised policy is published on our website, subject to applicable law.

Alsanati Customer Care

Questions regarding this Return and Refund Policy can be directed to us at info@alsanati.com.

Our Team Is Ready To Assist You

9:00 AM – 5:00 PM ET Monday – Friday.

We aim to respond to your email within 24–48 hours on business days.

Reach Out Via

Email: info@alsanati.com.
Phone: +61 498 845 402.

Business Information

Shop Name: Alsanati.
Business Type: Sole proprietorship under Angelo Alsanati.
ABN: 37547871479.
Address: 19 Plumbago Street, Craigieburn, Victoria 3064, Australia.

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