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, Alpha will process the approved refund to the original payment method within 10 business days after the returned product has been received and matched to the order, unless Australian Consumer Law requires a different outcome. Your bank or payment provider may take additional time to display the funds.
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.
- Available remedies depend on the nature of the problem and Australian Consumer Law and may include a repair, replacement, or refund.
- 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.
No change-of-mind returns
- Alpha does not accept returns, exchanges, or refunds if you simply change your mind, find the product cheaper elsewhere, or decide you no longer want or need it.
- Please review the product description, specifications, delivery information, and training material carefully before ordering.
- This policy does not exclude or limit any rights or remedies available under Australian Consumer Law when a product is faulty, damaged, incorrectly supplied, or otherwise fails a consumer guarantee.
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.
Alpha does not accept change-of-mind returns. This does not affect your rights when a product has a problem covered by Australian Consumer Law. 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 if your product is faulty, damaged in transit, incorrectly supplied, or may otherwise fail a consumer guarantee. Submit the form before sending anything back. If a return is approved, Alpha will send the return instructions or return label privately.
