Change of mind returns
Change of mind returns are happily accepted. The product(s) will just need to meet the below criteria:
- Within 200 calendar days of receiving your order
- Unopened, unused, and in original packaging
Faulty, damaged, and incorrect items
If you happen to receive a faulty, damaged, or incorrect item, please select the relevant drop-down option when using the Returns Portal. Please also have a photograph/s ready in case our team requires it. A refund, exchange, or store credit will be arranged for you as soon as possible.
Allergic reactions
Please be sure to read the ingredients listed under the ‘Ingredients’ section of a product listing before making a purchase if you are known to have allergic reactions to certain products or ingredients. If you do encounter an allergic reaction, please discontinue use immediately and notify a Support Team Professional. Returns due to allergic reactions are accepted as long as less than 20% of the product has been used. Please ensure to take a photo of your reaction to assist our team in assessing your claim as fast as possible.
How to return an item:
Use the Returns Portal (having your order number and delivery post code ready).
If you are experiencing difficulty with the Returns Portal, please follow the below:
1. Email us via support@troyabeauty.com.au with the order number, reason for return (or simply, 'change of mind') and a photo if required.
2. We will contact you (within 1 business day) with instructions on how your item can be returned with simple and easy instructions
3. Once we receive your item, we will process your exchange, refund, or store credit (based on your selection) and will be in touch as soon as it has been completed.
Costs associated with returns
If the item of concern was faulty, damaged, or incorrect, there is no cost associated with returning it. For change of mind returns, you will just be required to arrange for return postage.
Electrical items
All electrical items come with a standard manufacturer’s warranty (usually 1-2 years). Although electrical warranties are usually processed directly through the relevant distributor/manufacturer, we can happily assist you in the process.