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  1. Home
  2. Frequently Asked Questions

Frequently Asked Questions

Having a little trouble or unsure of something? You're in the right place! Here is a list of questions we're frequently asked along with some helpful answers. Whether it's product knowledge, advice on planning your home gym or enquiries for a complete facility fitout, we are always here to help. If you are searching for information not listed here, get in touch with us at admin@alphafit.com.au or call 1300 257 428.

General Enquiries

Yes – AlphaFit has a retail store and showroom open to customers from 9:00am to 3:00pm Monday to Friday (except public holidays). It is located at our Gold Coast head office at 34 Industrial Ave, Molendinar, Queensland.

AlphaFit have been operating since 2012. We are a Gold Coast based family-owned business that draws on the three generations of manufacturing experience in Australia to deliver the best quality fitness and exercise equipment available.

Yes – you can submit a request for your AlphaFit home gym fitout to be featured in our gallery page. Email a small selection of photos (JPG, PNG, maximum 2MB files) and brief explanation about why you love AlphaFit equipment to marketing@alphafit.com.au. Please note we cannot add every fitout to our gallery but are always excited to see how you incorporate our equipment into your space.

At AlphaFit we are passionate in helping design and implement your dream facility every step of the way. To receive a custom quote tailored to your needs, call 1300 257 428 or email admin@alphafit.com.au and one of our sales representatives will contact you directly.

If you already have an idea of what you are interested in, please include the list of equipment you would like to enquire about along with your name, the company name, your phone number and shipping address and we will contact you with a quote.

AlphaFit has everything an athlete needs to equip their home gym and take pride in our range of quality equipment perfect for building your dream gym in the comfort of your own home. Our sales team can help guide you through the process and make recommendations that best suit your training needs, space and budget. Alternatively, check out our Home Gym Kits here. We have curated a variety of packs with garage gym essentials to get your started.

Yes – We supply to a range of gyms and facilities including Defence and Emergency Services Australia wide. Please contact us directly for more information on fitouts, equipment and industry pricing.

Yes – A selection of perishable components is listed for purchase on our website [here]. For parts not shown online, contact us directly with your request.

Yes – to ensure your order is packed with quality and space efficiency in mind, the majority of our orders will require assembly upon receipt. Some smaller items may arrive assembled. If you require further assistance, you can contact us to discuss your options including assembly before dispatch for an additional fee.

Yes – Unless installation has been pre-arranged with AlphaFit, you will need to install your rig, cage or storage yourself or contract your own installer. We work with facility fitout specialists and are happy to arrange installation for an additional fee or provide you with advice to install the equipment yourself.

SHIPPING AND DELIVERY

AlphaFit provides domestic shipping via a number of carriers to provide our customers with the best price and delivery method for each individual order. We currently ship orders via Australia Post, Fastway, TNT, Mainfreight and some local carriers.

When you are checking out you may be asked to select if your address is business or residential. Please ensure you choose the option that best describes your location so the carrier can be prepared for delivery. If you select the wrong option, additional fees may be passed onto you.

We currently accept international orders online under 10kg which are shipped via Australia Post. To find out more, take a look at our Delivery Information [here].

For large international orders, email admin@alphafit.com.au with your enquiry to discuss shipping options.

We ship from Gold Coast, Australia - postcode 4214.

Yes – for items shipped via Australia Post only.

Most orders are shipped within 48 hours, Monday - Friday however some products may take up to 21 days subject to supplier stock and availability. We ship Australia wide and aim to deliver your order as promptly as possible. Delivery times vary subject to carrier. Once an order has been passed onto the carrier we have no control over the order.

You will receive an email notification from AlphaFit with your invoice and a separate email from the carrier with a tracking number and delivery details. Please note, some carriers will require a signature upon delivery. If you are not available during delivery hours you will be liable to pay any re-delivery or out of hours delivery fees. Should your purchase be deemed as undeliverable and returned to the warehouse you will be charged with return postage and a 20% restocking fee.

All order timeframes will differ depending on what shipping method you have chosen at checkout. You can check the status of your order and track any dispatched consignments from Your Account. You will also get an email with a tracking link when the item is dispatched.

If you have recently placed an order with us but have not received your tracking information via email, you can simply log in to Your Account [here] to access the tracking information online. If a tracking number does not work immediately please wait and try again in a few hours. If you are unable to find any tracking information for your dispatched order, email admin@alphafit.com.au with your order and invoice numbers and we will do our best to help.

Upon dispatch you will receive an email directly from the carrier that is delivering your order. In this email you will find a tracking number. You can use this to follow your order’s progress. Some carriers may also email you at each stage of delivery to keep you up to date.

If you need to redirect your parcel once the item has been shipped this can only be done by you, the receiver. You must contact the carrier directly. The contact information for our carriers are provided on our Shipping page [here]. AlphaFit does not have the authority to redirect a parcel once it has left our warehouse for any customers under any circumstance.

The courier will always call ahead for delivery to a residential address. If you are unable to be home, you can arrange an appropriate place for the carrier to unload your delivery. The courier will not wait for you to arrive home. It is possible to reschedule a delivery time directly with the carrier but this may incur additional fees.

Yes – you can visit our warehouse to collect your order in person to save on any shipping charges. Before you arrive, please call ahead to arrange an appropriate time for collection. We recommend contacting us prior for approximate sizing to ensure your order will fit in the vehicle you arrive in.

Contact us on 1300 257 428 or admin@alphafit.com.au to speak to directly with our customer service team for an answer on a case by case basis.

If you are having issues with the delivery of your order the fastest way to get an answer is to contact the service provider in which we have sent your parcel. The contact information for our carriers are provided on our Shipping page [here].

If the delivery address is not on the ground floor and must fit inside an elevator, please mention this upon ordering so our warehouse team can prepare the carrier and pack your order accordingly.

Please note the carrier will unload your delivery in a safe location but will not take your items inside, upstairs, or in the elevator for you. If carrier is unable to complete the delivery, you may be charged additional fees. If you are unsure if this applies to your situation, email admin@alphafit.com.au or phone 1300 257 428 before placing your order to be safe.

No – The driver will unload the parcel(s) but it is not their responsibility to help you unpackage the order or take your goods inside.

If you are returning items to AlphaFit please contact our customer service team at admin@alphafit.com.au. We will request the length, width, height and weight of each carton/piece to be collected. Upon receipt of these details the courier can be booked. We will then provide you with the label to be attached to the package.

Please carefully read over the guidelines for collection below:

  • Collection windows must be minimum 2.5 hours, between 9:00am - 5:00pm. Some collections can occur after 5:00pm, however this is only if the address is on the route back to the depot or if the driver is running behind schedule.
  • Morning collections cannot be guaranteed as the drivers generally complete deliveries in the morning. Time will also depend on the driver’s route and available space in the truck.
  • Morning collections cannot be guaranteed as the drivers generally complete deliveries in the morning. Time will also depend on the driver’s route and available space in the truck.
  • Drivers cannot always call before collection. If there will be no one present in the collection window, the freight can be left in a safe location for collection however AlphaFit must be notified before the booking so we can advise the courier.
  • Freight is to be labelled and packed (wrapped up or in a box) clearly and ready to go, so that the driver is not turned away upon arrival. All labels must be printed and attached to the package(s).

Check the tracking, and make sure there isn't a delay listed by the carrier. Check you have supplied the correct delivery address for your order and your contact details are up to date by logging into Your Account [here]. Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office. Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch. If none of the above work, please get in touch making a note of your order and invoice numbers and we will investigate immediately.

Almost all of our customers 'missing' an item will find that item packaged in an unusual part of the package upon an additional check over. Our warehouse team may package some items within other items to either protect them in transit or keep the package nice and neat. Please thoroughly check all items.

In addition, check the packing list to see if the item has been back ordered. If you are still having trouble locating the item, please let us know right away and email admin@alphafit.com.au with your order and invoice number so that we can investigate further.

Payment Options and Coupon Codes

AlphaFit offers a range of payment methods including Afterpay, Zip Money, Visa, Mastercard and Paypal. AMEX buyers should use PayPal to process their payments. Customers may also process payments online using store credit and AlphaFit gift vouchers. All pricing listed at AlphaFit is inclusive of Goods and Services Tax (GST). All credit cards are charged in Australian Dollars. Prices are subject to change without notice. 

AlphaFit offers a commercial leasing option, great for customers starting a new business or commencing a new fitout. Our partnership with this reputable finance company provides competitive industry rates exclusively to AlphaFit customers. The leasing company provides our customers with a personal account manager who can run you through all the options and explain how it works. For more information visit our Finance page.

Afterpay offers simple instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every fortnight. First-time customers provide payment details; returning customers simply log in to make their purchase. It’s that easy! Simple select Afterpay as your method of payment at checkout and follow the prompts.

As Afterpay is a 3rd party payment gateway there can be some complexities regarding the checkout process. Sometimes when a failed attempt is made using Afterpay as the payment method, an order will be generated in our system. There is no need to worry though as this will not charge you in any way, and we can simply cancel any duplicate orders for you at any time. For more information about Afterpay, visit our Finance page or their website here.

Zip Money is a simple and convenient way to help you pay for things without needing the cash upfront or a credit card. When you sign up and are approved with Zip Money, you’ll receive a line of credit you can use during the checkout process of any participating Zip merchant such as AlphaFit. In addition, you have a default three month window where you’re able to make repayments completely interest free.

As Zip Money is a 3rd party payment gateway there can be some complexities regarding the checkout process. Sometimes when a failed attempt is made using Zip Money as the payment method, an order will be generated in our system. There is no need to worry though as this will not charge you in any way, and we can simply cancel any duplicate orders for you at any time. For more information about Zip Money, visit our Finance page or their website here.

Discount coupons can be added during the checkout process on the Shopping Cart or Checkout pages. Enter the code and click ‘Apply Coupon/Promo Code’. If your items qualify for the discount, your web page should refresh and the discount will be added to your cart total. Please note, coupon codes are not case sensitive.

Returns, Refunds and Credits

Any item which is to be returned to AlphaFit will only be accepted after approval has been granted by AlphaFit as per our return policy. AlphaFit offers the option to return any unused order within 30 days for credit to continue shopping. We only issue refunds for items with manufacturing faults and we credit all items returned due to change of mind, sizing or fit. Once your item has been received and approved for return, your refund or credit can be processed. You will receive an email notification when this stage of the return has been completed.

If you have been approved for a refund, it will be processed as quickly as possible. Please note we will only refund using the original method of payment. Refunds may take up to 14 days to process.

If you have been approved for a credit, we will add the total amount as a credit to your online account. This credit is valid for 12 months. It can be used in part or as a whole amount off your next order.

Here at AlphaFit we want you to be 100% satisfied with your purchase and understand that sometimes things aren’t what you need or just don’t fit. We are happy to accept returns on all unused equipment or accessories and unworn apparel within 30 days from the date of purchase. Items must be unused, in their original condition and packaging.

You are responsible for any cost incurred when returning the product(s) due to change of mind or incorrect fit. Should you receive an item that is faulty or wrongly described, AlphaFit will cover the cost to return the item and issue a full refund or exchange.

To return or exchange an item, please email admin@alphafit.com.au with your request with the Returns Form completed and product images if the items are damaged. Please note: Do not send back a product without including your Return Form as it will not be processed.

You can return an item online or in person. For more information please visit our Returns page [here].

When you are processing payment for your order, under payment methods you will see Available Credit. You will then need to enter in the amount you would like to apply to this payment and hit ‘Apply’. This will then take the amount off your total owed. If there is any remaining amount, please choose one of the other payment methods to make up the difference.

Store credits are applied to the account registered with the same email address used to place your order. Store credits cannot be transferred to other accounts and are not redeemable for cash. Credit is valid for 12 months. Any balance that remains after the 12 months will not be available for use.

In the very rare event of an incorrect item being shipped to you, please note and photograph what items have been incorrectly sent. Then, email admin@alphafit.com.au with your order and invoice numbers and we will take care of the rest for you.

AlphaFit has teamed up with Australia Post to offer free returns for faulty/wrongly described goods under 10kg at over 20,000 return locations Australia wide. Once your return request has been received and approved by us, you will be issued with a pre-paid return label. Attach your printed label to the parcel and drop off at your nearest post office, street post box or parcel locker.

If you are returning the item/s via courier, we will organise pickup at a convenient time at no cost to you. For more information please visit our Returns page [here].

Occasionally goods don’t turn up in the condition we sent them in, or they may have a manufacturing fault. In either of these cases we will endeavor to ensure you are compensated in some way.

If your item is faulty on arrival, please note and clearly photograph examples of any fault or damage. If there is no physical fault which can be photographed, our customer service team will ask some questions to get a better understanding of the issue. Then, email admin@alphafit.com.au with your order and invoice numbers. We may request that you send the item back to AlphaFit for inspection. If your goods are still functional but aesthetically damaged, you can call us on 1300 257 428 to discuss your options.

If your goods are not functional, usually we will organise for a replacement to be sent out immediately and for the faulty goods to be picked up (or for smaller items reimburse you for postage costs). For larger items this will typically mean AlphaFit will organise a courier to collect the faulty goods. If you would like to make a warranty claim on a product you have used, please see [Warranties].

We stand behind our products at AlphaFit, and as such if your goods become damaged or faulty after use, AlphaFit will try and resolve the issue immediately. If your goods have been used according to the product guidelines (downloadable on selected products at www.alphafit.com.au) and are still within the warranty period, we will organise a replacement or refund. We will not replace or refund goods that are damaged through incorrect use or through natural wear and tear.

It is important you have both the date of purchase and invoice ready for proof of purchase. To return or exchange an item under warranty, please email admin@alphafit.com.au with your request with the Returns Form [download here] completed and product images if the items are damaged. Do not send back a product without including your Return Form as it will not be processed.

Please be mindful that this process can take some time, but all cases are dealt with as quickly as possible and we appreciate your patience as we take care of this for you. We will contact you with any updates or news on your warranty claim as it progresses.

Note, if a return is rejected as a warranty case after assessment, all postage costs incurred are the responsibility of the customer.

Gift Vouchers

AlphaFit gift vouchers can be ordered online in a variety of set dollar amounts. Upon purchase, they are emailed to the receiver instantly or at a set time in the future. Gift vouchers have a 3 year expiration date. At 3 years from the date of purchase, any balance remaining on the gift voucher will be invalid and can no longer be used.

Gift vouchers can only be purchased in the set values listed on our website. We do not offer custom dollar amounts. At this stage we do not offer physical gift cards.

We accept no liability for errors in the recipient email address provided to us.

In order to successfully use your gift voucher, the following rules must be adhered to:

  1. Once you have selected ‘Proceed to Checkout’, the gift voucher code and secret key must be entered and used within the payment processing page online
  2. The gift voucher must be used prior to its expiration date.

If you place an order less than the value of the gift voucher, the residual credit can be used for future purchases. If the credit of a gift voucher is insufficient for the order you wish to make, you may make up the difference through payment by other means. You may use as many gift vouchers as you wish in paying for an order.

AlphaFit gift vouchers are not redeemable for cash. We assume no liability for the loss or theft of vouchers so keep them safe!

Sponsorships, Ambassadors and Influencers

AlphaFit will consider sponsorship for events in a number of ways. Email a proposal outlining what kind of event sponsorship you are looking for plus the details of the event to marketing@alphafit.com.au. Our marketing and sponsorship team will assess your proposal and get back to you with a response. Please note, that due to the high number of event enquiries we receive we are unable to sponsor every event but do our best to support as many as we can.

AlphaFit offers a range of partnerships to a select number of athletes, ambassadors and influencers each year. If you would like to apply for consideration, email a proposal introducing yourself and what you can bring to #teamalphafit, to marketing@alphafit.com.au and include links to any social media accounts..

Quotes and Orders

Once you have submitted your request as a Quote online, please allow 1-2 business days for it to be processed. Once the quote has been processed you will receive an email with pricing. To accept the Quote and generate an Order, first log into your account here. You will see your quote listed under My Quotes. Click ‘Accept Quote’. You will then be prompted for payment to finalise your order.

Generally, orders containing out of stock products will be held until the complete order is filled before shipping. When a partial order is dispatched, you will be sent an email with a PDF invoice attachment and tracking information. Items that are on back order are noted in this PDF.

Back order items will be dispatched as soon as they become available/in stock. You will be sent an invoice and tracking information via email once they are dispatched. Contact us directly for more information on this process.

Many items at AlphaFit which sell out are re-ordered every month to replenish stock. If you are looking at a product which has ‘sold out’ you can select to be notified via email when the item is received into our system.

To do this, you will see a "Notify Me" button where the "Add to Cart" button usually is on any product page. Simply select the product options you want and the prompt to be emailed for that item will appear. Enter your name and email address and we will take care of the rest.

All of our Australian Made steel products, weight plates, dumbbells, kettlebells and more can be customised on request for an additional fee. For more information, view our Custom Equipment page [here].

Every piece of AlphaFit manufactured equipment is constructed with pride at our Gold Coast facility. With full control from design to delivery, AlphaFit can deliver short lead times for fast turnaround as well as the flexibility to customise your 100% Australian Made steel equipment.

All of our products are designed in Australia. To ensure we can provide our customers with the best quality at competitive pricing, some of our equipment is manufactured internationally. Where possible we use Australian materials and support local business. Look for the 'Built Not Bought' logo identifying all of our proudly Australian Made products.

Industry Pricing Access

Yes – if you would like to enquire about setting up an industry account with AlphaFit please contact us and a member of our sales team will be in touch to discuss your options.

Industry Pass is an AlphaFit initiative to support industry professionals. We think that no-fuss business should be rewarded. As an experienced fitness professional, you will often know exactly what you are looking for and that you are ready to order straight from our website when the time comes to upgrade or update your equipment. As such, when you order online with an Industry Pass you will receive access to exclusive discounts, a rewards program and insider offers including updates on new product releases.

Simply visit our Industry Pass registration page [here] to check eligibility and requirements for membership.

Online Account

Log into your account here. Update your billing information under ‘Edit My Account Details’. Update your shipping address(s) under ‘Edit My Address Book’.

Go to the My Account page here. Click the link next to ‘Forgot Your Password’. You will be prompted to enter in the email address linked with your online account. Click ‘Send Me A New Password’.

If you would then like to change your password, log into your account and select ‘Change My Password’. We recommend using a strong password including at least one capital letter, one number and one special character.

FOLLOW US ON INSTAGRAM @alphafit_aus

AlphaFit is a 100% Australian owned family business. We manufacture gear specifically made for the commercial, strength and conditioning, functional fitness and high-performance community. AlphaFit listens to our customers to develop new or improved products that are second to none in quality, design, innovation and functionality.

We pride ourselves on being the biggest and most reputable supplier of Australian made equipment to the Australian fitness community. AlphaFit is your turn-key solution. Contact us on 1300 257 428. We are always happy to talk to new or existing customers about their training needs.

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Alphafit Copyright 2025. All rights reserved

Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern AlphaFit Equipment Pty Ltd’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘AlphaFit Equipment Pty Ltd’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 34 Industrial Avenue, Molendinar, Queensland, 4214. Our ABN is 96 156 085 193. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.

Privacy Policy

Last Updated: March 2024

DOWNLOAD OUR PRIVACY POLICY

 

Thank you for placing your trust in the following group of companies: Alphafit Equipment Pty Ltd (ACN 156 085 193), Alphafit Supplements Pty Ltd (ACN 673 195 465), Blindside Group Pty Ltd (ACN 658 554 557), and Arena Flooring Pty Ltd (ACN 647 510 245) (collectively, the ‘Blindside Group’) and their subsidiaries (as that expression is defined in the Corporations Act 2001 (Cth)) (individually and collectively “we”, “us”, as the context requires). This Privacy Policy describes how we collect, hold, use, and disclose your information and explains the choices that you have regarding how we use your personal information. This Privacy Policy applies to all dealings we have with individuals, including customers, guarantors or prospective guarantors, suppliers and service providers, and job applicants. We are committed to protecting your personal information. By submitting your personal information to us, or by using our services, you acknowledge and consent to us using your personal information in accordance with this Privacy Policy.

This Privacy Policy is intended to enhance the transparency of our operations, to notify you of your rights and our obligations, and to provide you with information regarding: 

  1. the kinds of personal information which we collect and hold;
  2. how we collect, hold, use, and disclose personal information;
  3. the purposes for which we collect, hold, use, and disclose personal information;
  4. how you may access personal information that is held by us and seek correction of such information;
  5. how you may complain about a breach of the Australian Privacy Principles (“APP”) or registered APP code (if any) that binds us and how we will deal with such complaints;
  6. whether we are likely to disclose personal information to overseas recipients; and
  7. if we are likely to disclose personal information to overseas recipients, the countries in which such recipients are likely to be located.

This Privacy Policy sets out how we comply with our obligations under the Privacy Act 1988 (Cth) (“Act”).

 

ACKNOWLEDGMENT

We acknowledge that we must take reasonable steps when handling personal information.

Whilst we cannot warrant that this Privacy Policy will be followed in every instance, we will endeavour to follow this Privacy Policy. Similarly, while we cannot warrant that loss, misuse or alteration of information will never occur, we will take all reasonable steps to prevent these things from occurring.

We have taken reasonable steps to endeavour to comply with the APP and the Act, some examples are noted below.

  1. Implementation of this Privacy Policy.
  2. Staff training and education.
  3. Use of checklists to ensure that all APP are complied with.
  4. Clear and transparent procedures regarding the handling of complaints and disclosure of information.

If you require a hardcopy of this Privacy Policy, please contact our Privacy Officer on the details below and we will provide you with a copy.

 

THE KINDS OF PERSONAL INFORMATION WHICH WE WILL COLLECT AND HOLD

COLLECTION

It is our usual practice to collect personal information directly from the subject individual or their authorised representative(s).

Personal information means information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion.

Some examples of the personal information we might collect include (but are not limited to):

  1. your name;
  2. your contact details (such as telephone numbers, addresses (residential and business), and email addresses etc.);
  3. your age or date of birth;
  4. your occupation and employment details (current and former);
  5. personal identification documentation (including government related identifiers);
  6. details relating to your use of our goods and services;
  7. payment details;
  8. banking details;
  9. images from video surveillance and other cameras we use;
  10. biometric data (including facial scans); and
  11. customer survey information.

 

IDENTIFICATION

You may choose to interact with us using a pseudonym and/or not identify yourself.

In circumstances where we are required to do so, or are authorised by law, a court or tribunal to ask for your identification, we will request your personal information.

Further, it is likely that it will be impractical for us to interact with you without some form of identification, and therefore we will request identification details from you at the beginning of each transaction.

For example, we will not be able to open a commercial credit trading account or process a commercial credit application for you without obtaining identification details.

If you do not consent to the collection of your personal information, in accordance with this Privacy Policy, we may not be able to assist you with the provision of certain services

 

HOW WE WILL COLLECT AND HOLD YOUR PERSONAL INFORMATION

We only collect and hold personal information by lawful and fair means.

There are several ways we may collect your personal information, including when you:

  1. visit, or submit information through, our website;
  2. apply with us for a position of employment or as a contractor;
  3. deal with us face-to-face, in writing (by letter, facsimile, or email), or by telephone;
  4. participate in any of our events, promotions, or surveys, or subscribe to any of our publications; or
  5. submit an application, quotation, purchase order, or service request to us.

In some circumstances, we may collect and hold personal information that has been collected from a third party (such as an associated entity or service provider) or a publicly available source.

This will likely occur in instances where:

  1. you have consented for this collection (which would usually be via our privacy statement and/or credit application form); or
  2. you would reasonably expect us to collect your personal information in this way and it is necessary for us to collect this information for a specific purpose (such as investigation of a complaint).

We will take steps to hold personal information in a manner which is secure and protected from unauthorised access.

Your personal information may be held in either a physical form or in electronic form on our IT system.

Where stored in electronic form on our IT system, we will take steps to protect the information against modification, disclosure, or misuse by including such things as physical restrictions, password protections, internal and external firewalls, and anti-virus software.

We will also endeavour to ensure that our service providers have protection for electronic IT systems and other necessary restrictions.

We will endeavour to ensure our staff are trained with respect to the security of the personal information we hold, and we will restrict any access where necessary.

While we retain personal information for as long as necessary in relation to the purposes for which it is collected, we will endeavour to destroy and de-identify the personal information once it is no longer required, except as required for business record purposes.

In the event we hold personal information that is unsolicited, and we were not permitted to collect it, the personal information will be destroyed as soon as practicable.

If we collect personal information about you from someone else, we will advise you as soon as practicable that this information has been collected and the circumstances which surround the collection.

 

COOKIES AND THE COLLECTION OF PERSONAL INFORMATION VIA OUR WEBSITE

When you visit our website, we may collect information about the session between your computer and our website using cookies.

Cookies are text files which are stored on your computer or mobile device (by your web browser) that record specific information, such as which pages you visit, the information you have searched for, or the device you are using to access our website.

We use cookies for the purposes of managing and improving our website, improving our business processes, and gathering demographic information about the persons who visit our website, among other things.

Third parties may store cookies on our website, including, by way of example, the following entities.

  1. Google Analytics (provided by Google Inc.) to enable us:
    1. to perform statistical analyses of e.g. number of visitors, information on gender, age, location, interests, and the like to learn about our visitors; and
    2. to improve the website friendliness and usability (e.g. on the basis of website traffic measurements).
  2. Youtube (provided by YouTube LLC.) to store session preferences (e.g. language) and suggest other content based on your previous uses (only activated when you are logged in to Youtube when visiting our website and only when clicking the YouTube button).
  3. Facebook (provided by Meta Platforms, Inc.) to identify users logged in to Facebook for the purpose of sharing content on Facebook (only when you are logged in to Facebook when visiting our website and only when clicking the Facebook button).
  4. LinkedIn (provided by LinkedIn Corp.) to enable the “follow” and “share” features of LinkedIn (only when you are logged in to LinkedIn when visiting our website and only when clicking the LinkedIn button).
  5. Instagram (provided by Meta Platforms, Inc.) to enable the “pin” and “share” features of Instagram (only when you are logged in to Instagram when visiting our website and only when clicking the Instagram button).
  6. X (formerly trading as ‘Twitter’) (provided by Twitter, Inc.) to enable the “tweet” feature of X (only when you are logged in to X when visiting our website and only when clicking the X button).
  7. TikTok Pixel (provided by TikTok Inc.) to measure and improve the performance of advertising campaigns and to personalise user experience (including advertisements). 

You may elect to disable or turn off cookies in your web browser, however, this may impact upon the services we are able to offer you on our website and may impact upon your ability to access certain features of our website.

Our server will also automatically record your Internet Protocol address (IP address).

An IP address is a numerical designation assigned to each device connected to a computer network by your internet service provider. While IP addresses can be used to identify the general physical location of a computer, they are otherwise anonymous, and we will not use your IP address to identify you.

 

HIRING AND RECRUITMENT

If you apply for a position with us, we may also collect information about your experience, character, qualifications, and screening checks (including background, health, references, directorship, financial probity, identity, eligibility to work, vocational suitability, and criminal record checks). Sensitive information will only be collected with your consent.

We collect, use, and disclose your personal information to assess your application, conduct screening checks and consider and contact you about positions available. Your personal information may be exchanged with academic institutions, recruiters, screening check providers, health service providers, professional and trade associations, law enforcement agencies, referees, and your current and previous employers.

We may not be able to further consider you for positions with us without your personal information.

 

THE PURPOSES FOR WHICH WE COLLECT AND HOLD PERSONAL INFORMATION

We will endeavour to only collect and hold personal information which is relevant to the operation of our group.

Our purpose for collecting or holding personal information about you is so that it may be used directly for our business activities.

We may use your personal information for the business activities of our group, which include, among other things:

  1. assessing credit applications;
  2. reviewing existing credit terms;
  3. assessing credit worthiness;
  4. collecting overdue payments;
  5. assessing credit guarantees (current and prospective);
  6. internal management purposes;
  7. administering accounts;
  8. managing relationships with our customers;
  9. dealing with complaints;
  10. supplying you with goods and services;
  11. facilitating product and service reviews;
  12. business development and marketing purposes (including direct marketing);
  13. sales and billing;
  14. insurance purposes;
  15. complying with legal requirements;
  16. establishing, exercising, or defending a legal or equitable claim; and
  17. training and recruitment.

We may also collect personal information (including sensitive information) for both the primary purposes specified herein and purposes other than the primary purposes, including the purpose of direct marketing.

We may also collect personal information from other credit providers, Credit Reporting Bodies (“CRBs”) and any other third parties for the purposes of our business activities including, but not limited to, credit, sales, marketing, and administration.

 

THE PURPOSES FOR WHICH WE USE AND DISCLOSE PERSONAL INFORMATION

We will endeavour to only use and disclose personal information for the primary purposes noted above in relation to the business activities of our group.

In addition, we may also use and disclose personal information (including sensitive information) for both the primary purposes specified herein and purposes other than the primary purposes, including the purpose of direct marketing.

Unless one or more of the below scenarios has occurred, we will take necessary steps to prevent personal information from being given to government agencies or other organisations.

  1. You have provided your consent.
  2. You would reasonably expect that your information would be so disclosed.
  3. We have informed you that your personal information will be provided to a third party.
  4. We are required by law to provide your personal information to a government agency or other organisation.
  5. The disclosure of the information will prevent a serious threat to somebody’s life or health.
  6. The disclosure of the information reasonably necessary for the enforcement of criminal law.

Further we will endeavour to only disclose personal information for the purpose in which it was collected, unless disclosure is reasonably necessary to:

  1. assist in locating a missing person;
  2. lessen or prevent a serious threat to life, health or safety;
  3. take appropriate action with suspected unlawful activity or serious misconduct;
  4. facilitate or assist with diplomatic or consular functions or activities;
  5. assist certain defence force activities outside Australia;
  6. establish or exercise a defined legal or equitable claim; or
  7. facilitate or assist confidential alternative dispute resolution activities.

 

DIRECT MARKETING

We will take steps not to disclose personal information for direct marketing purposes unless you have provided your consent to do so.

In any event you will be provided with an opt out option with respect to direct marketing, should you wish to be excluded from direct marketing.

If you do not elect to ‘opt out’ to receiving direct marketing material from us, you consent to us using personal information (other than sensitive information) provided to us for direct marketing purposes.

We may however use sensitive information for direct marketing purposes if you provide your consent to do so.

You may at any point in time, request to no longer receive direct marketing material from us by opting out.

We will record this information on our opt out register.

 

DIRECT MARKETING AND THIRD PARTIES

We may also from time to time, if we have received your consent, provide your personal information to a third party for the purposes of direct marketing.

You may at any time request the source of the personal information that has been disclosed.

 

GOVERNMENT RELATED IDENTIFIERS

We will endeavour not to use or disclose a government related identifier, unless:

  1. the use or disclosure of the identifier is reasonably necessary for us to verify your identity for the purposes of our business activities; or
  2. the use or disclosure of the identifier is reasonably necessary for us to fulfil our obligations to an agency or a State or Territory authority; or
  3. the use or disclosure of the identifier is required or authorised by or under an Australian law or a court or tribunal order; or
  4. a permitted general situation (as that term is defined in the Act) exists in relation to the use or disclosure of the identifier; or
  5. we reasonably believe that the use or disclosure of the identifier is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.

 

DISCLOSURE TO CRBs

As indicated above, we may disclose personal information to a CRB in accordance with the permitted disclosures as defined under the Act.

We may disclose your Credit Information to the following CRBs listed below.

A copy of the credit reporting policy for the CRBs listed above will be available on their website or will be provided in hard copy upon request.

Equifax Australia

GPO Box 94
North Sydney
NSW 2059

Ph: 13 83 32

 

Creditor Watch

GPO Box 276
Sydney
NSW 2001

Ph: 1300 501 312

 

NCI

PO Box 3315
Rundle Mall
SA 5000

Ph: 1800 882 820

 

llion

PO Box 7405
St Kilda Road
Melbourne VIC 3004

Ph: 13 23 33

 

Experian

GPO Box 1969
North Sydney
NSW 2060

Ph: (02) 8907 7200

 

HOW YOU MAY ACCESS YOUR PERSONAL INFORMATION

You are entitled to access your personal information held in our possession.

We will endeavour to respond to your request for personal information within a reasonable time period or as soon as practicable in a manner as requested by you. We will normally respond within thirty (30) days.

You can make a request for access by sending an email or letter addressed to our Privacy Officer, the details of which are as follows.

The Privacy Officer
Address: 64 - 70 Harper Street, Molendinar QLD 4214
Phone: (07) 5597 1188
Email: hr@blindsidegroup.com.au

With any request that is made we will need to authenticate your identity to ensure the correct person is requesting the information.

We will not charge you for making the request, however, if reasonable we may charge you with the costs associated with your request.

You will only be granted access to your personal information where we are permitted or required by law to grant access. We are unable to provide you with access that is unlawful.

Further we are not required to, and will not, give access to personal information to the extent that:

  1. we reasonably believe that giving access would pose a serious threat to the life, health, or safety of any individual, or to public health or public safety; or
  2. giving access would have an unreasonable impact on the privacy of other individuals; or
  3. the request for access is frivolous or vexatious; or
  4. the information relates to existing or anticipated legal proceedings and the information would not be accessible in normal discovery procedures; or
  5. giving access would reveal the intentions of us in relation to negotiations and this disclosure would prejudice those negotiations; or
  6. denying access is required or authorised by or under an Australian law or a court or tribunal order; or
  7. we have reason to suspect that unlawful activity, or misconduct of a serious nature, that relates to our business activities has been, or may be engaged in; or
  8. giving access would be likely to prejudice the taking of appropriate action in relation to the matter; or
  9. giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or
  10. giving access would reveal evaluative information generated within us in connection with a commercially sensitive decision-making process.

If we refuse access to the information, written notice will be provided to you setting out:

  1. the reasons for the refusal (except to the extent that, having regard to the grounds for the refusal, it would be unreasonable to do so);
  2. the mechanisms available to complain about the refusal; and
  3. any other matter prescribed by the regulations.

 

CORRECTION

Should we hold personal information, and it is inaccurate, out of date, incomplete, irrelevant, or misleading, or incorrect you have the right to make us aware of this fact and request that it be corrected.

If you would like to make a request to correct your information, please contact our Privacy Officer.

In assessing your request, we need to be satisfied that the information is inaccurate, out of date, incomplete, irrelevant, or misleading. We will then take all reasonable steps to ensure that it is accurate, up-to-date, complete, and not misleading.

It is our normal policy to resolve any correction requests within thirty (30) days. If we require further time, we will notify you in writing and seek your consent.

Should we refuse to correct your personal information written notice will be provided to you setting out:

  1. the reasons for the refusal (except to the extent that, having regard to the grounds for the refusal, it would be unreasonable to do so); and
  2. the mechanisms available to complain about the refusal; and
  3. any other matter prescribed by the regulations.

We will endeavour to notify any relevant third parties of the correct personal information where necessary and required.

 

NOTIFIABLE DATA BREACHES

A Notifiable Data Breach is an event where access to your personal data has been gained and there is a risk of serious harm, or it is suspected that there is a serious risk to you.

In the event of a Notifiable Data Breach, we will notify you. Examples of Notifiable Data Beaches include:

  1. loss or theft of physical devices (such as laptops and storage devices) or paper records that contain personal information;
  2. unauthorised access to personal information by an employee; and
  3. inadvertent disclosure of personal information due to ‘human error’ (e.g. an email sent to the wrong person).

 

COMPLAINTS

If you wish to make a complaint about a failure of us to comply with our obligations in relation to the Act or the APP please raise this with our Privacy Officer.

We will provide you with a receipt of acknowledgment as soon as practicable.

We will then endeavour to respond to your complaint and attempt to resolve the issues within thirty (30) days.

In dealing with your complaint, we may need to consult another credit provider or third party.

If you are not satisfied with the process of making a complaint to our Privacy Officer, you may make a complaint to the Information Commissioner, the details of which are below.

Office of the Australian Information Commissioner (OAIC)
Address: GPO Box 5288, Sydney NSW 2001
Telephone: 1300 363 992
Facsimile: (02) 6123 5145

 

INFORMATION COMMISSIONER

The Information Commissioner can decline to investigate a complaint on several grounds including, among other things, where the complaint wasn’t made at first to us.

For more information about privacy in general, you can visit the Australian Information Commissioner’s website: https://www.oaic.gov.au/.

 

DISCLOSURE TO OVERSEAS RECIPIENTS

We may choose to, if permitted by law, share and/or disclose your personal information with recipients outside of Australia.

We are required to notify you with a list of any countries which personal information may be transmitted to or disclosed where it is practical for us to do so.

We currently do not share or disclose personal information overseas.

If you have any queries regarding this Privacy Policy or wish to find out more regarding any of our other policies, please contact our Privacy Officer on the details listed above.

 

SECURITY

We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, passwords, anti-virus software, and email filters act to protect our electronic information.

 

CHANGES TO THIS PRIVACY POLICY

We will update this Privacy Policy from time to time. We therefore recommend that you read it each time you visit our website. If you do not agree with this Privacy Policy at any time, please do not continue to use our website. If you do continue to use our website, you are deemed to have accepted the terms of this Privacy Policy as they appear at the time of use.

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