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    Return & Refund Policy

    Returns & Refunds

    We are not required to provide a refund or replacement if you change your mind.

    But you can choose a refund (or exchange, including a complimentary size exchange) if an item has a major problem. This is when the item:

    • has a problem that occurred prior to purchase that would have otherwise stopped you from buying the item had you known;
    • is unsafe;
    • is significantly different from the sample or description;
    • doesn’t do what we said it would, and can’t be easily fixed.

    Alternatively, you can choose to keep the item and we will compensate you for any drop in value. 

    If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

    Returns

    You can always return or exchange your shoes within 30 days if you meet the following eligibility (excluding exchanges):

    1. You have received an item as described above.
    2. Your item is undamaged through wear (or for size exchanges is unworn).
    3. Your item is returned in its original packaging, including additional extras such as shoe bags and other complimentary items (we consider the packaging and its contents (paper excluded) as part of the product). 
    4. Your return is submitted to us within 30 days of purchase. 

    If you qualify for a return, email us at info@tgcollection.com.au and we will provide you further information on returning your items or seek further information with regards to the return request. 

    If you return an item and it is deemed to not qualify for a return, we will contact you and the return cost of the item(s) is at the buyer's expense. Do not use the Parcel Point Exchange Service. Unauthorised use will incur a fee on top of the item's return cost. 

    Timing

    Once we have reiceved your return, the shoes will be inspected. Once deemed eligible for return, please allow up to 2 weeks for a repair, refund or store credit to be issued. 

    Size Exchanges 

    If our footwear does not reasonably fit you, you may exchange your purchase for a new size. You must meet our criteria on exchanging items and follow the instructions below.

    Failure to following the Exchange Guidelines may lead to a refusal to exchange or delays in processing the returned item.

    Exchange Guidelines

    1. Shoes or boots must be in their original condition. We will not accept footwear that we cannot sell as new. The footwear will be free from any creases caused as a result of wear. For leather soles, they should be free from all scuffs and marks. 

      If you’re unsure if your shoes are in their original condition, ask yourself – “Would I be happy if I was sent a replacement like this?”

    2. The shoe box is a part of the product, ensure it is appropriately protected on its journey back to us. All accessory products that came with the shoebox should also be returned. 

    3. Factory Seconds and some sales items, such as clearance items, are not eligible for exchange, and/or otherwise stated in promotion or at point of sale. 

    4. Upon delivery of your returned purchase, an inspection will be carried out on the Friday or following Monday. A confirmation email will be delivered to your nominated email. We reserve the right to refuse returns that do not meet the criteria stated herein.  

    Exchange Instructions

    You are entitled to one free size exchange per pair of shoes purchased (excluding factory seconds and some sales items). Follow these steps below to exchange your item. If not followed, we accept no responsibility for delays. 

    1. Complete our questionnaire here  (1-2 minutes).

    2. IMPORTANT. Click the "DONE" button at the end of the questionnaire. A pop-up will provide you the link to our Parcel Point account to book your return.

    2. Select if you would like to drop your parcel off to one of 1,300 Parcel Point locations (free service). Review and confirm your details to create your return shipping label. If you live in Tasmania, please contact us

    3. Print your return shipping label and attach it to your return parcel. The item should be placed in its original packaging. The return parcel should not be Trimly packaging. 

    4. Email info@tgcollection.com.au with subject heading "Exchange [your order number]" and include in your email the item or size you would like to exchange and confirmation that the parcel has been mailed.

    Unauthorised Use of TGC Parcel Point Service

    Customers are entitled to one free size exchange. Unauthorised use is NOT permitted. Customers who use our Parcel Point Exchange Service for returns that fall outside of the above guidelines, including returning shoes that cannot be sold as new, or have used their free exchange per order over $100 will be charged the  return fee of $20.00. See Return Policy for further details. 

    Change of Mind

    We do not offer refunds for change of mind but will happily exchange your purchase for any product within our range subject to availability - see your rights - Consumer Affairs

    We reserve the right to reject requests for refunds and exchanges in response to breaches of any applicable laws or suspicious activity.