FAULTY PRODUCT
Please contact us at shop@trendgo.com.au about any issues encountered within 30 days of the purchase date.
Please note that the below are not covered:
• Normal/daily wear and tear of product use
• Misuse, lack of care, mishandling, and any accident that is not covered under the warranty
• Usage of product other than for its intended purpose
• Damage caused by improper or unauthorised repair or maintenance
• Subjective view on 'fault', 'quality', 'speed' e.g not fast enough, not strong enough
In all cases of warranty return/replacement form submissions, a member of our customer experience team will reach out and begin the trouble-shooting process for your particular item in attempt to quickly resolve the issue without additional hassle and requesting your item to be shipped back. In cases where the fault can not be easily identified, and you still believe the item is faulty, we may request you to send the faulty product back to us. If the product is within the 30 days, and you opt for a refund, we will refund your full product costs and shipping costs incurred. If you fall outside the 30 day period, your item will be replaced or repaired with shipping costs paid back.
We recommend using a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods, as returns are NOT our responsibility until they are back in our possession.
Goods should be returned with their original packaging, complete with all accessories and documentation. Once the fault has been identified and verified, we will authorise a replacement or full refund to you depending on which criteria you meet.
CHANGE OF MIND
If you change your mind within 14 days of the purchase date, you may be eligible to return your product for a refund or store credit, given your item is unused and unopened and in the original packaging as received. Our team will then process a refund or store credit. Please note that in the instance of a change of mind, you will need to bear the cost of the return shipping and will also incur a 25% restocking fee of the RRP.
IMPORTANT: Make sure the items are packaged similar to the way you received them. Items must be received in resalable condition for a refund.
Once we receive your return package, we will issue you a refund or store credit for the price of the products you returned (including tax, if any).
Shipping is not refundable unless you are returning an item because it arrived damaged or an incorrect item was shipped. In these two cases, we will also refund the shipping costs to return the item.
Please allow up to 7 days for us to receive and process your refund.
