Refund & Returns Policy

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to 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.

Nothing in this policy limits those rights.

Guaranteed Fit

Every chain we sell is backed by our Guaranteed Fit promise. Send us a photo of your bar stamp through the chat before you order and we'll confirm the correct chain for your saw. If a chain we've confirmed doesn't fit your saw, we'll replace it with the correct one free of charge — just contact us.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or isn't what you ordered, contact us as soon as possible at jacob@alpinechainco.com. We'll make it right — a replacement or refund as appropriate — and we'll cover return postage in these cases. Photos of the issue help us sort it out quickly.

Change-of-Mind Returns

If you've simply changed your mind, we accept returns within 30 days of delivery, provided the chain is unused. Original packaging is not required.

• Change-of-mind returns are subject to a 15% restocking fee, deducted from your refund.
• Return postage is at your own cost for change-of-mind returns.
• A chain that has been fitted to a saw or run is considered used and cannot be returned for change of mind (this does not affect your rights for a faulty item under the Australian Consumer Law).

How to Start a Return

Email jacob@alpinechainco.com or message us through the website chat with your order number and the reason for return. We'll confirm the return address and next steps. Please don't send items back before contacting us.

Refund Processing

Once we receive and inspect your return, we'll let you know the outcome. Approved refunds are issued to your original payment method. Please allow a few business days for the refund to appear, depending on your bank or card provider.

Questions?

We want you cutting, not stuck with the wrong chain. If anything's not right, email jacob@alpinechainco.com and we'll help.