returns & refunds policy
Trulux Pty Ltd (ABN 16 116 093 460) ("we", "us" or the " Trulux ") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use. If you would like more information, please don't hesitate to contact us.
If you have placed an order with us and wish to retract your order for any reason – even if you simply change your mind – we will provide you with a full refund, provided that we receive notice of the cancellation of your order before we have begun processing your order. If we have already started processing your order, then we are unable to provide any refund.
Refunds will not be available in any other circumstances. If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us in accordance with the below.
Returns
Replacement or credit as remedy
If you are not satisfied with any item that you receive from us, please let us know as soon as possible as we may be able to replace the item for you. In some circumstances, we may provide a credit instead of replacement at our discretion.
What you must return to us
To receive a replacement or credit, you must first return the item to us along with its original packaging and invoice.
Returning items within the first 7 Business Days
If we receive the returned item, or written notice from you that you will be returning the item, within the first 7 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not Trulux is at fault and:
(Company at fault) if we consider that Trulux is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
(Company not at fault) if we consider that Trulux is not at fault, then:
- if the item has been returned in its original condition unopened, we will provide a full replacement of the returned item or a credit at our discretion, subject to charging a 20% restocking fee; or
- if the item has been returned broken, damaged, tarnished or worn, we will not provide any replacement or credit.
Returning items after the first 7 Business Days
If we do not receive the returned item, or written notice from you that you will be returning the item, within the first 7 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not Trulux is at fault and:
(Company at fault) if we consider that Trulux is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
(Company not at fault) if we consider that Trulux is not at fault, then no replacement or credit will be provided. Trulux may, however, choose to provide a replacement or credit in some cases subject to charging a 20% restocking fee, at its discretion.
Business Days
In this returns policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Sydney, New South Wales are open for business.
Shipping costs
In all cases, you must pay the costs involved in shipping the returned product back to Trulux. If we consider that Trulux is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that Trulux is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.
RefundsRefunds can only be credited back to the credit card or Paypal account that was used to make the original purchase. If the payment was made by EFT, we will refund your bank account. The refund will be processed as above and as soon as the products have been received by Trulux, however please allow 14 Business Days from the day you return the goods for your account to be credited.