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Returns

Please read through our returns policy carefully as you are agreeing to this when you make a purchase with us. All returned orders will be issued with a credit note to the value of the item(s) returned less any shipping costs. Online credit notes are valid for 12 months. We do not issue refunds for returned items unless you check out via Afterpay (Australian customers only) or your item is deemed faulty by our customer care team. You will need to contact us within 14 days of receiving your order to request a return. We are unable to offer exchanges for any returned items. All returns must be mailed to our warehouse. Returns cannot be dropped off in person as our warehouse is not open to the public for health and safety reasons. Our returns and faulty goods policy is in accordance with the Australian Consumer Law.

HOW TO RETURN AN ITEM
Contact us via email and type 'Return Order #[insert your order number]' as the email subject. Please include the item/s you wish to return in the email subject and ensure that the item(s) you are returning is eligible for return. Our returns team will then provide you with details on how to return your item to us. We do not allow returns or exchanges for the following:

  • Products purchased on sale i.e. during a promotional sale period or on markdown
  • Products received without an authorised RA# Underwear, lingerie or swimwear bottoms
  • Products not received in their original condition
  • Products without their tags attached
  • Products that appear worn or smell of perfume, deodorant, body odor or tan
  • Products that are marked or damaged in any way
Returns are usually processed within 5 business days of receipt and you'll receive an email detailing your return once it has been processed. We do not offer refunds for change of mind returns (unless paid with Afterpay - Australian customers only). Change of mind includes any reason other than where an item is assessed as faulty by our returns department, including instances where a style didn't suit you or did not fit how you wanted or expected. Our returns department has the right to refuse a return if a returned item does not meet the above conditions. In this instance, the item will be returned to the address provided on the original order. 


AFTERPAY RETURNS (AUSTRALIAN CUSTOMERS ONLY)
If you purchased using our buy now pay later service with Afterpay, you are welcome to return any full priced item within 14 days of delivery for a full refund of any amounts paid to date. All remaining debits will also be canceled. If you have any queries regarding your Afterpay payments or account, please don't hesitate to contact Afterpay on 1300 100 729 or at info@afterpay.com.au. Please note, Afterpay orders are subject to the same non-returnable conditions mentioned above.

RETURN POSTAGE

You will need to cover the cost of your return back to us. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

FAULTY, INCORRECT OR MISSING ITEMS
If you believe an item you've purchased from us is faulty, incorrect or you're missing an item, contact us at admin@troycandy.com with, if relevant, clear photos of the fault or mistake and/or as much details as you can provide, and we will assist you from there with an outcome. All claims need to made to us within 14 days of delivery.

EXTENDED RETURN PERIOD - CHRISTMAS
Any purchase made from 1 Dec to 20 Dec for the purpose of giving as a gift at Christmas are able to be returned up until 31 January the following year.

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