1. Contact alt. via the contact page detailing the information below:. Order Number:. Full Name:. Address:. Phone Number:. Reason for the return:. We will get in contact with you as soon as possible. If we approve the return, we will send you a retur

1. Contact alt. via the <a href="https://getalt.co.nz/pages/contact" rel="noopener noreferrer" target="_blank">contact page</a> detailing the information below:Order Number:Full Name:Address:Phone Number:Reason for the return:We will get in contact with you as soon as possible. If we approve the return, we will send you a return ticket. Please wait for approval from one of our Customer Service agents before sending the item back to us. 2. Wait for return approval.Once approved, repackage the item including all original parts, packing materials, instructions, etc. and a copy of your receipt in the package, and return it to us.Within reason this means that everything must be returned exactly as it was sent to you.If you do not have the original packaging we will NOT accept this as a return. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item.DO NOT send items back in regular envelope, this is not sufficient packaging and can cause items to be lost in the mail as the envelopes are not tracked.Padded parcel bags are a must, as well as tracked parcels - we are not responsible for returns that have been lost in transit.Include a copy of the original receipt in the package. 3. Return is received by us.Once your item has been received in satisfactory condition. alt. will initiate a refund within 10 business days of receiving the items. 4. Refund is processedUsually refunds can take up to 5 business days to completely process after the refund has been initiated. Refunds are only issued to the original form of payment on the corresponding order. If you have any questions on our return/refund process please <a class="fr-strong" href="https://getalt.co.nz/pages/contact" rel="noopener noreferrer" target="_blank">contact us via the contact page</a> or via email at <a data-fr-linked="true" href="mailto:support@getalt.co.nz">support@getalt.co.nz</a>&#xA0;

What is the returns process?

alt New Zealand Limited (“ALT”) Refund/Return Policy. ALT will accept product returns and provide you with a refund or repair where:. The product is faulty or is not of acceptable quality; or. The product is not fit for its intended purpose; or. The

alt New Zealand Limited (&#x201C;ALT&#x201D;) Refund/Return PolicyALT will accept product returns and provide you with a refund or repair where:The product is faulty or is not of acceptable quality; orThe product is not fit for its intended purpose; orThe product does not match the sample or our description; andYou can present your ALT receipt or other adequate proof of purchase.ALT will not accept return of and/or issue any refund for purchases made other than through the Website. Any other purchases must be returned through the location/stockist from at which the products were purchased.&#xA0;Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.Please note that we may request for you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.&#xA0;Order cancellation and returning unopened products.You have the right to withdraw from the Order with ALT and to return any new unused item purchased from us for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the Order by contacting ALT Customer Team at <a data-fr-linked="true" href="mailto:support@getalt.co.nz">support@getalt.co.nz</a>. If you withdraw, ALT will reimburse to you all payments received from you, excluding the costs of shipment, within fourteen (14) days from the day you inform us of your decision to withdraw.If you elect to withdraw, you must return the new, unused item purchased to ALT within fourteen (14) days of notifying us of your election. We may withhold reimbursement until we have received the purchased item. No refunds will be issued for items not returned within fourteen (14) days of notifying ALT that you would like to return the items for a refund. You agree that you will be responsible for the cost of return shipment in the event you elect to withdraw from the purchase agreement and to return an item for a refund.&#xA0;For hygiene reasons, if there is an error with your order (wrong flavour/strength) you must keep the product sealed and notify us within 48hrs of receipt. If we are not notified within 48 hours of receivership or if the product is un-sealed and/or opened, it is assumed you have accepted the error and do not wish to have the product replaced by your original order.If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it costs us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.Here are the steps you will want to take:1. Contact ALT via the Contact Please get approval from the agent to send the item back before sending the item. We will send you a return ticket. We may email you after you submit the Return in any attempts of troubleshooting.2. Repackage the item including all original parts, packing materials, instructions, etc. Within reason this means that everything must be returned exactly as it was sent to you. If you do not have the original packaging we will NOT accept this as a return. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. DO NOT send items back in regular envelope, this is not sufficient packaging and can cause items to be lost in the mail as the envelopes are not tracked. Padded parcel bags are a must.3. Include a copy of the original receipt in the package.4. If you are to receive a refund, it will be issued by ALT when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving the items. And will be applied directly to the method that was used to make a purchase.5. Usually refunds can take up to 5 business days to completely process after the refund has been initiated. Refunds are only issued to the original form of payment on the corresponding order. If you have any questions on our return/refund process, feel free to use the contact page. We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.

What is your refund policy?

Our customer service team are available Monday-Friday from 9am-4:30pm NZDT (excluding Public Holidays). We aim to respond to all enquiries within 48 hours.

Our customer service team are available Monday-Friday from 9am-4:30pm NZDT (excluding Public Holidays).

Go to shop

alt.

Find information on returns, exchanges, and refunds.

Returns and Refunds

Where do you ship to?

How much is shipping?

How long does shipping take?

Do I have to be home to receive my order?

The address on my order is wrong. How do I change this?

How do I track my order?

Shipping and Delivery

What’s Changing?

What Does This Mean for You?

Where Can You Find More Information?

Vape Laws 2025 – Disposable Vape Ban & Transition Support

My alt. is not producing vapour

My alt. is not charging

My alt. lights up and activates when I am not using it

My battery is not lasting as long as it used to

My alt. Pod and device connection isn't stable

How To Unlock Your alt. Vape

alt. Device

My alt. Pods are leaking

My alt. Pods appear to be blocked

There is liquid on the inside of my sealed alt. Pod pack

My alt. Pod tastes burnt but there is liquid in the pod

alt. Pods

Troubleshooting

How long does a pod last?

What are the ingredients in alt. Pods?

How long does an alt. Battery last?

What type of testing have you completed with the alt. Device?

What are your manufacturing standards?

Why should we trust your e-liquid formulation?

Product Information

I can't verify my ID?

Why can I no longer redeem a Pod pack for registering my alt.?

Website Issue Troubleshooting

Website Information

Why can I no longer redeem my alt. Perks?

alt. Perks Has Ended

Can I change or cancel my order after purchasing online?

Orders

What payment methods does alt. accept?

Does alt. accept Afterpay or Layby?

Payments

Privacy Policy

Terms and Conditions

Warranty Information

Policies