Refund policy

Last updated: 12 July 2026

We want customers to feel confident ordering from TRLY Clothing. This policy explains presale cancellations, change-of-mind returns and your rights when there is a problem with an item.

Presale cancellations

You may cancel a presale item for a full refund if we receive your cancellation request before that item is dispatched.

To cancel, email support.trly@gmail.com with your name and order number. If your order contains multiple items, tell us whether you want to cancel only the presale item or every item that has not yet been dispatched. An item that has already been dispatched can no longer be cancelled and the change-of-mind return process below will apply.

Cancellation refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to display the refund.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after receiving the item.

To be eligible, the item must not have been worn other than briefly tried on indoors. It must be unused and unwashed, with its original tags attached and, where reasonably possible, in its original packaging. You must also provide your receipt or other proof of purchase.

To request a return, email support.trly@gmail.com with your name, order number and the item you want to return. Wait for return instructions before sending anything. After we approve a change-of-mind return request, lodge the return within 14 days unless we agree otherwise. Items sent without first requesting a return may be delayed or may not be accepted as a change-of-mind return.

Change-of-mind return postage

Customers are responsible for the cost of returning a change-of-mind item. For a return sent using a carrier you choose, keep proof of lodgement and consider using tracking. We cannot assess the return until it is received. This does not apply where we arrange collection or where the law requires otherwise.

Original shipping charges, including paid Standard or Express Shipping, are not refunded for a change-of-mind return unless required by law. If the order qualified for free Standard Shipping, there is no original shipping charge to deduct.

Size or colour changes

We do not offer direct change-of-mind exchanges. If you selected the wrong size or colour, you may request a change-of-mind return and place a new order for an available item. The customer pays the return postage. On the new Australian order, Standard Shipping is $11.00 for orders under $100 or free for orders of $100 or more; Express Shipping is $15.00. Sizes and colours are limited and we cannot guarantee that another item will remain available.

If TRLY Clothing sent a different size, colour or product from the one ordered, this is treated as an incorrect item rather than a change of mind. Contact us using the faulty or incorrect item process below.

Faulty, damaged, unsafe or incorrect items

Please inspect your order after delivery. If an item is faulty, damaged, unsafe, different from its description or not the item you ordered, email support.trly@gmail.com with your order number, a description of the issue and clear photos where possible.

We may need to assess the item before confirming the appropriate remedy. Your remedy will depend on the circumstances and whether the problem is major or minor. If the problem is major, you are entitled to choose a refund or replacement. For a minor problem, we may choose to repair, replace or refund in accordance with the Australian Consumer Law. These rights may apply beyond 30 days.

The 30-day limit and the unworn, tagged and original-packaging requirements for change-of-mind returns do not limit your rights in relation to faulty or non-compliant products. Where an item is confirmed to have a problem covered by the Australian Consumer Law, TRLY Clothing will cover or reimburse reasonable return postage costs.

Refunds

We will notify you when a returned item has been received and assessed. When a refund is due under this policy or the Australian Consumer Law, it will be issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, contact support.trly@gmail.com.

Australian Consumer Law

Our change-of-mind policy is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.