Returns Policy
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Change of mind
Returns or exchanges can easily be processed up to 30 days purchase.
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Returns in store
Visit any Trenery store to return or exchange your online order free of charge.
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Returns by post
Trenery offers faster refunds via our returns partner, Refundid.
Our Change of Mind Policy
At Trenery, we are happy to offer you a refund or exchange for change of mind on most full price and reduced merchandise. The following change of mind timeframes apply:
Silver, VIP Gold & VIP Platinum members receive free standard delivery.**
- In store: 30 days from date of purchase.
- Online (Australia/New Zealand): 30 days from date of delivery.
- Online (International): 45 days from order placement.
Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:
- Proof of purchase is accompanied with the returned merchandise;
- The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
- Any discounts received at the time of purchase will be carried over.
Exceptions to our change of mind policy
Our change of mind policy does not apply to the following merchandise:
- Items marked as Final Sale
- Earrings, face masks and hosiery
Due to hygiene reasons, earrings, face masks and hosiery are unable to be returned for change of mind. - Swimwear
Swimwear must be tried on wearing full briefs and returns will only be accepted if all hygiene stickers and tags are intact. All swimwear will be assessed prior to any returns being processed.
Payment Method
Our return policy is dependent on the purchase location and payment method.
Refer to the below table for our current return and exchange policy.
| Purchase Location & Payment Method | Return Location | Refund | Exchange | Gift Card |
|---|---|---|---|---|
Trenery store
|
Trenery store | ✔ | ✔ | ✔ |
Online
|
Online or Trenery store |
✔ | ✔ | ✖ |
Online
Click to Pay |
Online or Trenery store |
✔ | ✔* | ✖ |
Online International eShopworld
|
eShopworld Returns Portal | ✔ | ✖ | ✖ |
*Afterpay, Apple Pay, Alipay and Klarna online orders can only be exchanged in a Trenery store.
In store purchases cannot be returned by post.
All online purchases can be returned in any Trenery store.
Click to Pay is not eligible for online exchange.
Trenery items purchased from:
- Trenery & Trenery Outlet online or a store, please refer to these returns policies.
- David Jones online or a store are subject to their returns policies and procedures.
- Myer online or a store are subject to their returns policies and procedures.
- The Iconic are subject to their returns policies and procedures.
- Items purchased online cannot be returned to the Forest Hill Outlet store.
- Items purchase in-store may be returned to an Outlet store (excluding the Forest Hill Outlet store) for a full refund or exchange. Country Road items cannot be returned to the Trenery Spencer Street Outlet store. Items purchased at the Forest Hill Outlet store can only be returned or exchanged at the Forest Hill Outlet store.
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, and it was not disclosed at the time of purchase, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as Final Sale, seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the Final Sale, seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
Online Cancellations & Order Amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.
Faulty, damaged or incorrectly described items
When returning or exchanging a faulty, damaged or incorrectly described item, Trenery will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Trenery prior to or after sending goods back to us. Should you need further assistance regarding this process, please contact Trenery Customer Service.
Returns in store
Items of Trenery merchandise purchased online and in store may be returned to any Trenery standalone store for a full refund or exchange.
Trenery items purchased online at trenery.com.au are not eligible for return to David Jones or Myer stores or Forest Hill Outlet.
To return in store: simply show your receipt (for online orders, this was emailed to you when you placed your online order) and the credit card used for your purchase. A Trenery team member will be happy to assist you.
- Refunds must be made to the card used for the original purchase
- Trenery items purchased in a Myer store are subject to Myer returns policies and procedures
- Trenery items purchased in a David Jones store are subject to David Jones' returns policies and procedures
- Trenery items purchased from The Iconic are subject to The Iconic's returns policies and procedures
- Trenery items purchased from Qantas Marketplace are subject to Qantas Marketplace's returns policies and procedures
- Online orders made via PayPal may be refunded at any Trenery standalone store to the credit or EFTPOS card of your choice. The member name must be identical to the name on the order confirmation and a form of photo identification must be presented
- International orders cannot be returned at Trenery stores
- Trenery items purchased online at trenery.com.au cannot be returned to David Jones or Myer stores or Forest Hill Outlet
Returns by post – Refundid (Online Orders Only)
Trenery offers faster refunds via our returns partner, Refundid
Standard Refund: Allow 10 business days from the day your parcel is delivered to our distribution centre for your return to be processed and your account to be credited. No account needed.
Exchange: Your original order will be returned and a new order containing the exchanged item will be processed.
Refundid
Please note that for Trenery items, a fee of $9.95 (AUD) or $12.95 (NZD) will apply to cover the cost of return postage.
Using Refundid requires no subscription, or set-up fees. Excludes in-store purchases, gift cards and items that do not apply to our return policy.
Available for all online orders made through www.trenery.com.au and delivered to an Australian address. Excludes purchases made through www.trenery.co.nz, www.trenery.co.
Terms & Conditions - online returns by post
Returns or exchanges for online orders of Trenery items made through www.trenery.com.au and delivered to an Australian address can be returned by post via at a fee of $9.95 (AUD) or $12.95 (NZD).
Returns by post exclude international purchases as well as:
- David Jones purchases made in store and online
- Myer purchases made in store or online
- Outlet in store and online
- or any purchases placed on The Iconic or Qantas Marketplace
All Australian returns can be posted via our returns partner, Refundid. We will not refund any delivery fees that you have paid at purchase to have the product delivered to you; this is subject to your rights under the Australian Consumer Law.
Returns & Exchanges by Post
- Please ensure your return parcel(s) securely packaged and both sender's address and Trenery online return address are clearly displayed on the outside of the parcel(s).
- Slight delays to standard return processing may be experienced during busy sale and promotional periods, due to higher volumes.
- If selecting exchange as the preferred returns method (where an item is eligible for exchange), please note that if the requested item is not available you will receive a refund.
- If exchanging via post, please return your unwanted item as above, noting the style/size you wish to exchange on the packing slip provided. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed. Please note: Alipay online orders are unavailable for exchange by post.
- Online purchases that have previously been exchanged in store can only be returned in store and not to the below returns address.