Policy

Return & Refund

This policy applies to purchases through trueapparel.com.au. It works alongside your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. For a failure that is not major, we will repair or replace the item within a reasonable time. Any benefits in this policy are in addition to your rights under the law.

Change of mind

Our items are custom made to order. We do not offer a refund if you change your mind, or find the same product cheaper elsewhere.

Products damaged in delivery

If an item is damaged in transit, please contact us as soon as possible. Damaged items must be returned with their original packaging within 15 days for repair, replacement or refund.

Exceptions

We may decline a repair, replacement or refund if the product was misused, if a defect was made known to you before purchase, if you asked for something to be done against our advice, or where otherwise permitted under the Australian Consumer Law.

Return shipping

Where there has been a failure of a consumer guarantee, we cover the cost of return. For items that are difficult to return we will arrange collection. If, after inspection, an item is found not to have a fault covered by a consumer guarantee, you may be responsible for inspection and shipping costs.

Processing time

We aim to process any request for repair, replacement or refund within 14 business days of receipt. Approved refunds are issued to your original payment method.