Returns Policy
TRA Australia
www.traaustralia.com.au
(a) APPLICATION OF POLICY
This Returns Policy (“Policy”) applies to all purchases from us, unless stated otherwise.
(b) CUSTOMER SATISFACTION IS OUR PRIORITY
(a) At TRA Australia, customer satisfaction is our priority.
(b) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
(c) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
(d) Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
(c) AUSTRALIAN CONSUMER LAW
(a) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
(b) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products.
(c) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(d) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(e) If a product which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(f) If a product which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the product repaired or replaced.
(d) CHANGE OF MIND
(a) In the event that you receive the product which you purchased, as stated, but you simply change your mind, you may return it, provided that:
(a) You notify us within 30 days of receipt.
(b) You return the product in its original packaging.
(c) The product has not been opened.
(d) The product has not been used.
(e) The product has not been damaged.
(f) You return the product with its original receipt.
(g) The following additional conditions are satisfied:
Return to be approved by a TRA Australia staff member in writing. You can contact our staff at [email protected]
(b) If you return a product due to change of mind, the following remedies are available:
Product must be in brand new, unused condition and in its original packaging.
Your refund will be less initial postage fee.
You will be required to pay the return postage
(e) PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
(c) We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: 3 days
(f) EXCEPTIONS
Notwithstanding the other provisions of this Policy, we may refuse to accept the return of a product you purchased if:
(a) You misused the product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product before you purchased it.
(c) You asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(g) BULKY ITEMS
(a) If the product you purchased is big or bulky and qualifies for a return (under the other clauses of this Policy), then you will need to contact us to arrange to return it.
(b) We may organise a courier to pick up the product, or will otherwise help you organise the return.
(h) PROOF OF PURCHASE
(a) To be eligible for a remedy under this Policy, all returns must be accompanied by a valid proof of purchase.
(b) A valid proof of purchase includes (but is not limited to):
(a) Original tax invoice;
(b) Electronic copy of tax invoice;
(c) Packing slip;
(c) Please note that order confirmation emails will not be accepted as a valid proof of purchase.
(d) While our team members are eager to help you exercise your rights under this Policy, it is your responsibility to provide proof of purchase. It is not the responsibility of our team members to verify your purchase.
(i) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
(j) ASSISTANCE FROM MANUFACTURERS
(a) In some cases, manufacturers may provide assistance in relation to their products, and they may be able to resolve your issue more quickly.
(b) In some cases, manufacturers may provide warranties for their products, which go beyond the Consumer Guarantees under the Australian Consumer Law or any other rights which you may have under this Policy.
(c) You are not obliged to contact the manufacturer directly in order to seek a repair, replacement or refund. However, you may do so if you wish.
(k) RESPONSE TIME
We aim to process any returns within 2 days of having received them.
(l) PROOF OF IDENTITY
You may be required to present a government issued identification document in order to return a product and claim a remedy under this Policy.
(m) PAYMENT OF REFUNDS
(a) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
(b) Alternatively, you may elect to receive store credit, which will be valid for three years from the date of return.
(m) PAYMENT OF REFUNDS
(a) You may contact us to discuss a return using the details at the end of this Policy.
(b) You may return products to the following address:
355 MacDonnell Road, Clontarf QLD 4019
(o) PRIVACY
(a) We are committed to protecting your privacy during the return process. To verify your identity and ensure secure transactions, we may request photo identification and record your name, ID type, number, expiry date, and signature. Acceptable identification must include your full name and a future expiry date, such as an Australian Driver’s Licence or Passport.
(b) When returning products exceeding $1,000 in value and requesting a Tax Adjustment Note, we will require your name, address, and ABN (if applicable).
(c) We securely store collected information for a reasonable period. We may use it for fraud prevention, research, and analysis. We may also disclose it to relevant authorities as required by law.
(d) Please contact us if you want to access your return-related information which we are holding.
(e) For further information about how we collect, store and use your information, please see our privacy policy, which is available at: https://traaustralia.com.au/privacy-policy/
(p) CONTACT US
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:
[email protected]
TRA Australia
www.traaustralia.com.au
Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Attn Nathan, TRA, 355 Macdonnell Road, Clontarf, QLD, 4019, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Shipping
To return your product, you should mail your product to: Attn Nathan, TRA, 359 Macdonnell Road, Clontarf, QLD, 4019, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
