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
We do not allow returns or exchanges for the following:
Starting from January 6th, 2021 we will only accept returns (for a credit note) via our online return process. You can now start your return with your Troy Candy account. To begin the returns process please login to your account at https://troycandy.com/account/ If you do not have an account for Troy Candy, please create an account using the email address you used to place the order.
An account can be made at: https://troycandy.com/account/register. This will automatically add past orders to your account.
Once logged in, click on the "MAKE A RETURN" button on the order you wish to return. This will initiate the return process, you will need to select your reason for return, and what items you will be returning. After this is completed, click the “Download form” button. This will automatically fill out a return form with all the details you need to return your item. Please ensure you read all the information regarding your return before mailing the return. Print out the form and put it in the parcel addressed to: Fulfilio c/o StarTrack 3PL - 40 Annandale Road Melbourne Airport VIC 3045 Australia.
Please note we do not allow for returns for the following products:
- 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. 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.
Also, in regard to using credit to exchange for an alternative size please understand that we cannot guarantee that that the item you require will be in stock at the time you are issued with credit.
Finally, we do not provide an Australia Post label for the return as return shipping is payable by the customer. Please ensure that you return the item via a prepaid and traceable Australia Post-delivery option. Troy Candy takes no responsibility for missing incoming parcels without proof of delivery.
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 full store credit of any amounts paid (excluding shipping costs) 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 firstname.lastname@example.org. Please note, Afterpay orders are subject to the same non-returnable conditions mentioned above.
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 email@example.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.