Refunds Policy

Refunds Policy

✨ Alpha CNC Group — Refund & Return Policy

At Alpha CNC Group, we aim to provide high-quality CNC machinery, laser cutting systems, and accessories. To ensure transparency and customer confidence, please read our refund and return policy below. 

🔄 1. Change of Mind

Due to the specialised nature of CNC machinery and custom-built equipment, we do not offer refunds or returns for change of mind on:
  • CNC fiber laser cutting machines
  • CNC press brakes
  • Tubing & pipe laser systems
  • Industrial machinery
  • Special-order items or customised builds
For accessories and small items (consumables, parts, components), change-of-mind returns may be accepted at our discretion, provided:
  • The item is unused and in original packaging
  • Returned within 14 days of purchase
  • Buyer covers return shipping fees

⚠️ 2. Damaged or Faulty on Arrival (DOA)

If your item arrives damaged or faulty:
  1. Take clear photos of the damage (packaging + product)
  2. Keep all packaging materials
  3. Contact us within 48 hours at: info@alphacnc.com.au
We will arrange one of the following depending on the situation:
  • Replacement part(s)
  • Machine repair or technician support
  • Full replacement of the item if necessary
If damage is caused by the courier, we will lodge a freight claim on your behalf.

🛠️ 3. Warranty Claims

All machines and parts include standard warranty coverage.
  • CNC fiber laser machines: 2 years
  • Press brakes: 2 years
  • Laser sources (Raycus/IPG): subject to manufacturer warranty
  • Electronics & components: 1 year
Warranty covers:
  • Manufacturing defects
  • Faulty components
  • Labour/technical support (remote or onsite)
Warranty does NOT cover:
  • Consumables (nozzles, lenses including collimating lens and focusing lens, ceramics, O-rings, filters)
  • Damage caused by misuse, incorrect installation, or lack of maintenance
  • Electrical supply issues, surge damage, or incorrect wiring
  • Third-party modifications
All warranty claims are inspected by our technical team. We reserve the right to approve or reject claims depending on evidence and cause.

📦 4. Returning Items

If a return has been approved:
  • Items must be securely packed to avoid shipping damage
  • Return freight is the responsibility of the buyer unless the item was defective
  • Returns must be sent to our Sydney warehouse
Return address will be provided after approval.

💳 5. Refunds

Approved refunds will be processed via the original payment method.
  • Refunds may take 3–7 business days to appear on your statement
  • Shipping costs are non-refundable
  • Restocking fees may apply for non-defective returns

🚫 6. Non-Returnable Items

The following cannot be refunded or returned:
  • Custom-built or modified machines
  • Special-order parts
  • Opened consumables (nozzles, reflectors, lenses, etc.)
  • Software licenses or activation codes

📞 7. Contact Us

If you have questions regarding refunds or after-sales service:

Alpha CNC Group
📧 info@alphacnc.com.au
📞 02 96836117
📍 Sydney Warehouse, NSW

We are committed to providing professional support and fast resolutions.

Return & Exchange Policy

By placing an order, You confirm that You have read, understood and accepted these following policy.

 

Cancellation

We accept order cancellation before the product is shipped or produced.We cannot cancel the order if the product is already shipped out.

We also offer order adjustment service if your order is not yet shipped out. If you want to make any changes to your order, welcome to email us at   Felix_yan@alphacnc.com.au as long as it has not been shipped.

 

Return or Resend

Our policy lasts 15 days from arrival date. If 15 days have gone by since you received the item, unfortunately, we can’t offer you a refund or resend.

You have two options:

1 .Return: We accept the return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

Additional non-returnable items:

Gift cards

Downloadable software products

Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please contact our support team via info@alphacnc.com.au for more information.

 

You will pay for return shipping. For quality related returns, return shipping cost is refundable. Items not meeting the above criteria will be considered ineligible for a return.

 

2.Resend:

if the item is faulty due to an error on our end (e.g. wrong item ).We are willing to resend the correct product for you.

If the item is defective due to transportation issues (such as damaged items).We can reissue new product for you under the premise that you bear part of the shipping cost

 

 

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Due to transportation problems, If you think the return is too troublesome,the goods are damaged when the goods are received, we can bear part of the loss and refund part of the amount.