Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@truniagen.com.au.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any returns questions at orders@truniagen.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EU Consumer Right of Withdrawal
Customers in the European Union
If you are a consumer residing in the European Union, you may have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, unless an exception under applicable law applies.

To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires. You may do so by using our online withdrawal function (where available) or by contacting us using the details provided on our Contact Us page. Once your withdrawal request has been received, we will provide confirmation of receipt without undue delay.

You must return the goods to us in saleable condition within 14 days of notifying us of your decision to withdraw. Unless the return is due to our error or the goods are faulty, you are responsible for the cost of returning goods to us.

We will refund all payments received for the returned goods, including the standard cost of delivery where required by applicable law, within the timeframes required by EU consumer law. We may withhold the refund until we have received the returned goods in saleable condition, or satisfactory evidence that they have been returned.

If the returned goods incur any customs duties, import taxes, brokerage fees, storage charges, handling fees, or other charges imposed by customs authorities or the shipping carrier upon their return to us, these amounts will be deducted from your refund. Where such charges exceed the value of the refund, we reserve the right to reduce the refund accordingly. We are not responsible for customs duties, taxes, VAT, or other import charges levied by your local customs authority on either the original shipment or the return of the goods.

Exceptions
For health, hygiene and food safety reasons, the right of withdrawal does not apply where permitted by applicable law, including but not limited to:
•    Products that have been opened or unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
•    Perishable goods or products liable to deteriorate or expire rapidly.
•    Any other products excluded from the right of withdrawal under applicable EU consumer protection legislation.

Nothing in these Terms & Conditions limits or excludes any statutory consumer rights that cannot legally be excluded.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@truniagen.com.au.