Refund and Returns

We want you to feel confident ordering from Trimly. If something isn’t right, email us at info@trimly.com.au and we’ll help you resolve it.

This policy includes our voluntary 30-day change-of-mind returns and your rights under the Australian Consumer Law.

1. Change-of-Mind Returns

You may return an eligible item within 30 days of delivery for a refund, exchange or store credit.

To qualify, the item must be:

• unused and in its original condition

• returned with all parts and accessories

• in its original packaging

• accompanied by proof of purchase, such as your order number

You may carefully inspect an item and test it for fit, but it must not show signs of use, wear or damage.

Items excluded from change-of-mind returns

We do not accept change-of-mind returns for:

• clearance or seconds items marked as final sale

• gift cards

• opened consumable products, including opened products from the Boot Black range

• products that have been used, damaged after delivery or returned with missing parts

These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.

Shoe stretchers

Due to the way shoe stretchers are used, eligible change-of-mind returns for shoe stretchers are provided as store credit only.

The stretcher must be unused, in its original condition and returned in its original packaging.

This restriction does not apply if the product is faulty or does not meet a consumer guarantee under the Australian Consumer Law.

2. Exchanges

If you need a different size or product, we’re happy to arrange an exchange within 30 days of delivery, subject to availability.

Trimly covers the cost of returning an eligible item to us. A flat $12 delivery fee applies when sending the replacement item to you.

Visit our Exchanging Items page to review the instructions and access the exchange form.

Alternatively, you may request a refund and place a new order through our website.

If the requested replacement is unavailable, you may choose another product, store credit or a refund for the original purchase amount.

The $12 delivery fee does not apply when we are replacing a faulty, damaged or incorrectly supplied item.

3. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please email info@trimly.com.au with:

• your full name and order number

• a description of the problem

• photographs showing the issue, where reasonably possible

We may need to inspect the product before confirming the appropriate remedy.

Under the Australian Consumer Law, the remedy available depends on whether the problem is major or minor. For a major problem, you are entitled to choose a refund or replacement. For a minor problem, we may provide a repair or another appropriate remedy within a reasonable time.

Normal wear and tear, accidental damage and damage caused by misuse are not product faults. This includes damage caused by forcing a shoe stretcher beyond its intended capacity.

Where a product is confirmed to be faulty, damaged on arrival or incorrectly supplied, Trimly will cover reasonable return costs.

You do not need to retain the original packaging to exercise your rights under the Australian Consumer Law, but the item should be packaged securely for return.

4. How to Return an Item for a Refund

Before returning an item, email info@trimly.com.au with your full name, order number and the item you would like to return.

Once your return has been approved, we will provide the appropriate return instructions.

When preparing your return:

1. Place the item in its original product packaging.

2. Place the packaged product inside a mailing bag or shipping box.

3. Do not attach the return label directly to the product packaging.

4. Include your full name and order number so we can identify the return.

5. Lodge the parcel using the instructions provided and retain your lodgement receipt until the return is complete.

A $5 packaging replacement fee may be deducted from a change-of-mind refund if the original product packaging is missing, damaged or used as the return parcel.

This fee does not apply to remedies provided under the Australian Consumer Law.

5. Return Postage

Trimly covers return postage for eligible returns and exchanges.

Before returning an item for a refund, you must contact us so we can confirm its eligibility and provide the correct return instructions.

If you would prefer an exchange, please use our Exchanging Items page. The prepaid exchange form is for exchanges only.

Using the incorrect return process may delay the identification, assessment and processing of your return.

6. Refunds

Once your return arrives, we will inspect it and email you with the outcome.

Approved refunds are normally processed within seven business days and returned to the original payment method. Your bank or payment provider may take additional time to make the funds available.

For change-of-mind returns, any original delivery fee is not refundable.

Where a refund is provided because an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, delivery and return costs will be handled in accordance with the Australian Consumer Law.

7. Australian Consumer Law

Our returns policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Products must be of acceptable quality, fit for their intended purpose, match their description and satisfy any other applicable consumer guarantees.

These rights may continue beyond the timeframes in our voluntary change-of-mind policy and apply regardless of whether an item was purchased at full price or on sale.

For assistance, contact us at info@trimly.com.au.