Returns Policy for Trulux Pty Ltd (ABN 16 116 093 460)
At Trulux, we are committed to customer satisfaction and providing products of the highest quality. This returns policy outlines how we manage product returns in accordance with Australian Consumer Law.
Refunds and Cancellations
If you wish to cancel your order for any reason, including change of mind, you may receive a full refund, provided we receive notice before we begin processing your order. Once processing has started, refunds are not available.
Returns
Consumer Rights: Under Australian Consumer Law, customers have the right to a repair, replacement, or refund for goods that are defective or do not comply with consumer guarantees. This applies regardless of the return timeframe.
Replacement or Refund: If you are unsatisfied with any item, please contact us as soon as possible. We will assess the situation and provide the appropriate remedy, which may include a replacement, repair, credit or refund, in line with your rights under the law.
What You Must Return: To initiate a return, please return the item along with its original packaging and invoice.
Returning Items Within 7 Business Days:
If we receive the returned item or written notice of your intent to return within 7 Business Days from the date of purchase or delivery, we will assess whether Trulux is at fault:
If Trulux is at fault: We will provide a full replacement, credit, repair, or refund.
If Trulux is not at fault:
If the item is unopened and in original condition, we will provide a full replacement or credit note, subject to a 20% restocking fee.
If the item is damaged, tarnished, or worn, we will assess the circumstances in accordance with Australian Consumer Law.
Returning Items After 7 Business Days:
If we do not receive the returned item or notice within 7 Business Days, we will still assess the circumstances:
If Trulux is at fault: We will provide a full replacement, credit, repair, or refund.
If Trulux is not at fault: We may provide a replacement or credit note at our discretion, subject to a 20% restocking fee.
Shipping Costs:
If the product is defective or does not comply with consumer guarantees, we will cover the shipping costs for the return.
If Trulux is not at fault, you are responsible for the shipping costs, and no reimbursement for these costs will be provided.
Refund Processing:
Refunds will be credited back to the original payment method used for the purchase. For EFT payments, refunds will be processed to your bank account. Please allow up to 14 Business Days for the refund to appear in your account after we receive the returned goods.
Additional Notes:
If you have any questions or need further clarification, please do not hesitate to contact us.
All marketplace products are covered by our MyDeal Refund Guarantee
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