Refund policy

Seven-day change-of-mind returns

DEVOX offers change-of-mind returns within seven days, starting on the day your order is delivered. Contact us within this period to request a return.

Items must be unused and in the same condition as received, with their original packaging. Please provide your receipt or other proof of purchase.

There is no return fee. For a change-of-mind return, the customer arranges and pays the return freight. Contact us before sending goods back so we can confirm the return arrangements. Package the goods securely to protect them during transport.

How to request a return

Email deals@alphatimber.com.au with your order number, the items you wish to return and the reason for the return. You can also call (02) 8000 0085.

Our return address is 10 Lancaster St, Ingleburn NSW 2565. Please contact our team to arrange the return before sending your goods to this address.

Faulty, damaged or incorrect goods

Check your order when it arrives and contact DEVOX as soon as possible if an item is faulty, damaged or incorrect. Include your order details and photos where available so we can assess the issue and arrange the applicable remedy.

Your rights under Australian Consumer Law are separate from our change-of-mind offer. The seven-day window and customer-paid return freight for change-of-mind returns do not restrict those rights. Depending on the problem, you may be entitled to a repair, replacement or refund under Australian Consumer Law.

If a fault is confirmed, reasonable return transport costs will be reimbursed. For faulty goods that are large, heavy or difficult to return, we will arrange appropriate collection or transport as required under Australian Consumer Law. Contact us first to arrange the next step.

Exchanges

Contact DEVOX if you would like to exchange an item. We can confirm the return arrangements and availability of the replacement product.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your refund, please contact deals@alphatimber.com.au.

For delivery information, see our shipping policy.