Returns Policy

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:

• 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.

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, 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 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 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 sending goods back to us. Should you need further assistance regarding this process, please contact Trenery Customer Service.

Contact Trenery Customer Service

Returns in store

Simply show your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase at any Trenery where our store staff will be happy to assist you.

Find a store

• Items purchased online and in store may be returned to any Trenery standalone store for a full refund or exchange. Online purchases cannot be returned to David Jones.
• 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.
• 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.

Standard Returns by post

Online purchases made and delivered to an Australian address can be returned at no extra cost, simply follow the below steps to lodge your return:

• Customers are responsible for all return postage costs for change of mind returns and exchanges received in an online order.
• Please ensure your return parcel is securely packaged and both sender's address and Trenery online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by creating a return with Australia Post.
• Please ensure your return parcel is securely packaged and both sender's address and Trenery online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
• Please 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. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
• If selecting exchange as the preferred returns method, 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.
• International orders cannot be exchanged, and will be refunded in full upon return. If you require an exchange, please place a new order at www.trenery.co

Terms & Conditions - Free online returns

The offer is available for all online orders made through www.trenery.com.au and delivered to an Australian address.

Free returns excludes international purchases:

• 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

The offer is only available for online orders placed on or after Tuesday 19 March 2019. The offer is subject to our regular returns policy. All Australian returns can be posted via our Australia Post Returns Portal at a flat rate of $0.00: https://return.auspost.com.au/trenery_free_returns. 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.

Receive instant refunds through Refundid

Trenery offers free, faster refunds via our returns partner, Refundid. To start your return, select Refundid as your return method, nominate your item/s, and receive your refund directly in your bank account within seconds. You have 7 days to ship back your item/s. Refundid is 100% free for all customers, with no subscription, set-up or transaction 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. If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.

*Refundid is not available on in store purchases, gift cards, and items that do not apply to our return policy.

Learn more about Refundid