Returns & Refund Guide

Making Returns Clear, Fair and Straightforward

If something has gone wrong with your order, we’ll work with you to understand the situation and determine the most appropriate outcome.

Returns, Refunds and Your Rights

At The Tru2u Group, we believe that resolving problems fairly is an important part of good customer service.

Whether you’ve received a faulty or damaged product, the wrong item has been supplied or you’ve simply changed your mind, this guide explains how returns, refunds and exchanges are handled.

Your Rights Under Australian Consumer Law

Australian Consumer Law provides important protections when you purchase goods.

If a product fails to meet one or more of the consumer guarantees, you may be entitled to a repair, replacement or refund depending on the nature of the issue.

Nothing in this guide limits or excludes any rights you may have under Australian Consumer Law.

Change-of-Mind Returns

We understand that circumstances sometimes change. Where a return is requested because you’ve changed your mind, we may be able to assist, provided:

• the product has not been used;
• it is returned in its original condition;
• original packaging is included where practical; and
• the request is made within any applicable return period published by The Tru2u Group.

Some products may not be suitable for change-of-mind returns due to hygiene, health or safety considerations.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, contains the wrong item or you believe a product is faulty, please contact us as soon as reasonably possible.

To help us assess your request, we may ask for:

• your order number;
• photographs of the product;
• photographs of any damage; and
• a description of the issue.

Providing this information helps us resolve your request more quickly.

Products That May Not Be Eligible for Return

Unless required by Australian Consumer Law, returns may not be accepted for:

• products that have been opened or used where hygiene considerations apply;
• products damaged through misuse;
• products not returned in accordance with our published returns process; or
• clearance or final sale items where stated at the time of purchase.

Where Australian Consumer Law provides you with rights, those rights continue to apply.

How to Request a Return

If you need to request a return, refund or exchange, follow these steps:

1. Contact our Support Team. Let us know what has happened and how we can assist.
2. Provide your order details. Give us your order number together with details of the issue.
3. Provide photographs if requested. We may ask for photographs of the product, packaging or visible damage to help us assess your request.
4. We’ll assess your request. We’ll review the information and advise you of the next steps.
5. We’ll explain the available remedy. If a return is approved, we’ll explain how the item should be returned and what remedy is available.

Refunds

Where a refund is approved, it will generally be processed using the original payment method.

Processing times vary depending on your payment provider and financial institution.

If another remedy is more appropriate under Australian Consumer Law, we’ll explain the available options.

Exchanges

Where appropriate and subject to stock availability, we may offer an exchange instead of a refund.

If an identical product is unavailable, we’ll discuss suitable alternatives with you.

Return Shipping

If a return is required due to a fault, damage or another issue covered by Australian Consumer Law, return shipping arrangements will be discussed with you during the assessment process.

For approved change-of-mind returns, return postage costs may be the responsibility of the customer unless otherwise stated.

Common Questions

Question	Answer
I changed my mind. Can I return my order?	Possibly. Change-of-mind returns may be accepted if the product meets our published return conditions.
My product arrived damaged. What should I do?	Contact us as soon as possible, retain the packaging where practical and provide photographs if requested.
How long do refunds take?	Refunds are generally processed promptly after approval, although the time taken for funds to appear depends on your payment provider.
Can I exchange my product?	Where appropriate and subject to stock availability, exchanges may be available.
Do my Australian Consumer Law rights still apply?	Yes. Nothing in this guide limits or excludes your rights under Australian Consumer Law.

Helpful Tips

• Inspect your order soon after delivery.
• Keep your proof of purchase.
• Retain the original packaging until you’re satisfied with your order.
• Contact us promptly if an issue arises.

Key Points

• Australian Consumer Law protects your rights.
• Contact us promptly if something isn’t right.
• Change-of-mind returns are considered in accordance with our published conditions.
• Approved refunds are generally returned to the original payment method.
• We’re committed to working with you to achieve a fair outcome.