Returns support
Returns, Refunds & Order Tracking
Start here if you need help with an Alpha order, want to request a return, or want to track your original order. Please do not send products back until your return request has been approved.
Keep the step-by-step returns guide handy before you start.
Use your order number and billing email to check your original order status.
Submit the form first. Approved returns receive private return instructions.
How the return process works
Submit a return request
Tell us your order number, billing email, product, and the reason for the request.
Wait for approval
Do not send anything back yet. The return address is not published publicly and is provided only after approval.
Send the approved return
Use tracked postage or the return label/instructions provided. Include your order number or return reference inside the parcel.
Alpha receives and logs the parcel
Return shipping or collection can take 7-14 days depending on location. Once the returned product is received and matched to your order, we record the return as received.
Refund or next step is processed
Where a refund is the appropriate remedy, approved refunds are processed to the original payment method after the returned product has been received and matched, unless Australian Consumer Law requires a different outcome.
Return and refund notes
Faulty, damaged, or wrong item
- Submit a request as soon as possible with your order details.
- Alpha will assess the issue and provide the next step in line with Australian Consumer Law.
- For confirmed faulty products, Alpha may provide a refund as the preferred remedy so the matter is resolved quickly and clearly.
- If a return is approved, do not send the product back until Alpha has confirmed the return instructions or collection details.
- Return shipping or collection can take 7-14 days depending on the customer’s location and the logistics provider.
- If Alpha asks you to send the item back, use tracked postage or the return instructions provided. Keep your postage receipt and tracking number.
Change of mind
- Change-of-mind returns must be requested before sending anything back.
- Items should be unopened, unused, and in resaleable condition unless Alpha confirms otherwise.
- For approved change-of-mind returns, the customer is responsible for return postage.
- Opened essential oils and used personal-care/wellness products may not be accepted for change-of-mind return.
- This does not limit your rights if a product has a problem covered by Australian Consumer Law.
Who pays return postage?
If your return is approved because the item is faulty, damaged in transit, or the wrong item was sent, Alpha Red Light Therapy will cover reasonable return postage. Depending on the return, we may arrange collection, provide private return instructions, provide a return label, or reimburse reasonable tracked postage after the returned item is received and logged.
For change-of-mind returns, the customer is responsible for return postage. Please do not send any product back without return approval.
When a return is approved, keep the tracking number and include it in the return request form or email reply. This helps Alpha match the parcel to the order and reduces delays with refunds.
Track your original order
Enter your order number and billing email below to check your original order status.
Submit a return request
Use this form before sending any product back. If your request is approved, Alpha will send the return instructions or return label privately.
