Refund policy

ALKATRAN – Refund & Returns Policy

Effective Date: 16/06/2026

At Alkatran, operating under alkatran.store, we design premium, minimalist wardrobe pieces tailored for the contemporary Australian gent. We take immense pride in the quality of our craftsmanship and garments. Our refund and returns policy is strictly governed by the Australian Consumer Law (ACL) as set out in the Competition and Consumer Act 2010 (Cth).

1. Australian Consumer Law & Consumer Guarantees

Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • Acceptable Quality: All Alkatran products are guaranteed to be safe, durable, free from defects, acceptable in appearance and finish, and fit for the purposes for which goods of that kind are commonly supplied.

  • Match Description: Products will precisely match any description provided on alkatran.store, as well as any commercial sample provided or displayed.

2. Major Failures vs Minor Failures

In accordance with Australian Competition and Consumer Commission (ACCC) guidelines, remedies are determined by the severity of the product failure:

Major Failures

A major failure occurs when a garment or accessory:

  • Would have stopped someone from buying it if they had known about the issue beforehand.

  • Is significantly different from the description or demonstration sample.

  • Is substantially unfit for its common purpose and cannot be easily fixed within a reasonable time.

  • Is entirely unsafe for use.

Your Remedy: For a major failure, you have the right to reject the product and choose between a full refund, an identical replacement item, or store credit of equal value.

Minor Failures

A minor failure occurs when the product has a small defect that does not prevent it from performing its primary function (e.g., a missing button, a loose thread, or a slightly misaligned seam) and can be fixed easily within a reasonable timeframe.

Your Remedy: Alkatran will assess the item and reserves the right to fix the failure by offering a free repair. If a repair is not practical or cannot be done within a reasonable time, we will offer you a replacement garment or a full refund at our discretion.

3. Change of Mind Policy

Please choose your wardrobe pieces carefully. Under the Australian Consumer Law, Alkatran is not legally required to provide a refund or replacement if you simply change your mind, decide you do not like the style, select the incorrect colour, or order the wrong size.

However, to support our community and ensure absolute confidence in your style, we offer a voluntary 14-day exchange or store credit period from the date your order is delivered, subject to the following strict conditions:

  • The item must be completely unworn, unwashed, unaltered, and in its original, pristine condition.

  • All premium tags, custom labels, packaging inserts, and boxes must be fully intact and undamaged.

  • The return must be accompanied by valid proof of purchase (your order confirmation email from alkatran.store).

  • Exclusions: Due to hygiene regulations, underwear, socks, and tailored accessories cannot be returned for a change of mind under any circumstances.

Note: All return shipping costs for voluntary change of mind exchanges are the sole responsibility of the customer.

4. How to Initiate a Return Case

To have an item assessed for a statutory consumer guarantee claim or a change of mind exchange, please follow our compliance process:

  1. Contact our customer support team exclusively via help@alkatran.store.

  2. Provide your full name, order number, and a detailed description of the issue.

  3. Attach high-resolution, clear photographic evidence showing the defect, fabric condition, and the presence of original tags.

  4. Our assessment team will review your claim against ACL criteria within 2 business days. If approved, you will be issued a Return Merchandise Authorisation (RMA) along with the designated Australian return address.

Warning: Do not post items back to us without a valid RMA number, as unverified parcels cannot be processed or assessed at our logistics facilities.