We want to ensure your shopping experience with us is as enjoyable and hassle-free as possible. This Refunds and Returns Policy ("Policy") outlines our guidelines for product returns and refunds. Please take a moment to read and understand the terms and conditions below.
Return Eligibility
We accept returns for physical products under the following conditions:
- The return request is initiated within 14 days of receiving the product.
- The product is unused, in its original condition, and includes all original tags, labels, and packaging.
We are happy to exchange sizes if stock is available.
Non-Eligible Items
The following items are not eligible for return or refund:
- Sales items, Gift cards and digital products.
- Products that have been personalized, customized, or altered.
- Products damaged due to misuse, mishandling, or accidents.
1. Initiating a Return
To initiate a return, please follow these steps:
- Contact our Customer Support team at contact@trillaxco.com within 14 days of receiving your product, providing your order number and a brief explanation of the reason for the return.
- Our Customer Support team will guide you through the return process, including providing a return address.
2. Return Shipping
Customers are responsible for the cost of return shipping, except in cases where Trillax is at fault, such as shipping the wrong item or a defective product. Only ship the return items with trackable shipping and a photo of the receipt to ensure your return is received.
3. Inspection and Approval
Once we receive your returned item, it will be inspected to ensure it meets our return eligibility criteria. If the return is approved, you will receive an email notification.
4. Refund Process
- Refunds will be issued to the original payment method used for the purchase.
- Please allow up to 10 business days for the refund to be processed after we receive and approve your return.
- If your return is not approved, we will notify you with an explanation.
Address for Returns
Please ship your return to the following address:
Parcel Locker 1016769740 Springvale, VIC 3171 Australia
Lost or Stolen Packages
Trillax is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Trillax will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Changes to this Policy
Trillax reserves the right to update or modify this Policy at any time without prior notice. Any changes will be effective immediately and posted on our website.
Thank you for shopping with Trillax. We appreciate your business, and we're here to assist you with any questions or concerns you may have.
