RETURN POLICY


Australian & International Orders

Exchanges, Change of Mind & Refunds

At T R U, we want you to feel confident in every piece you wear. If something isn’t quite right, eligible full-priced items may be returned for an exchange, store credit, or refund in accordance with the policy below.

Please note:

  • Returns are accepted on full-priced items only
  • Pre-order items are not eligible for refunds
  • Exchanges and store credits are subject to stock availability
  • Store credits are valid for 12 months from the date of issue



Return Eligibility

Returns must be lodged within 7 days of receiving your order.

To be eligible for return, items must:

  • Be unworn, unwashed, and unaltered
  • Be returned in original condition with all tags attached
  • Be free from perfume, deodorant, make-up, fake tan, stains, or pet hair
  • Not be marked as Final Sale

T R U reserves the right to refuse returns that do not meet these conditions. If a return is deemed ineligible, the item will be sent back to the customer and additional shipping or handling charges may apply.



How To Return Your Order

To request a return or exchange, please contact our team at info@truactive.com.au within 7 days of receiving your order.

Once your return request has been approved, you will receive further instructions from our customer care team.

Please note:

  • Returns lodged outside of the return period will not be accepted
  • Customers are responsible for all return shipping costs
  • Original shipping fees are non-refundable
  • Returned parcels must include a valid tracking number
  • T R U is not responsible for lost, stolen, or damaged returns during transit

Once your parcel has been sent, please email your tracking number to our team for confirmation.



Faulty Items

If you believe you have received a faulty item, please contact us immediately at info@truactive.com.au.

Under Australian Consumer Law, customers are entitled to a replacement, exchange, or refund for items with a major fault.

A major fault includes where the item:

  • Is significantly damaged or defective
  • Is substantially different from the product description or imagery
  • Would not have been purchased had the fault been known

Items damaged through general wear and tear, misuse, or improper care are not considered faulty.

Assessment of faulty items remains at the discretion of the T R U team.

Where an item is confirmed faulty, reasonable return postage costs will be reimbursed at the standard shipping rate only.