Refund policy

Need to return something? Start a return

Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Faulty, damaged or incorrect items
If your order arrives damaged, has a fault, or isn’t what you ordered, please contact us at info@triaid.com.au or start a return through our Return Portal. Include your order number and a photo of the issue. We’ll cover the cost of returning a faulty or incorrect item. For opened hygiene products, we may ask for photos instead of the item itself. Depending on the problem, we’ll offer a refund, replacement or repair in line with the Australian Consumer Law. This applies whether the item is opened or unopened, and whether you bought it at full price or on sale.

Change of mind returns
If you change your mind, you can request a return within 15 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, with proof of purchase.

Hygiene items
For health and hygiene reasons, we can’t accept change of mind returns on the following once they’ve been opened, unsealed, worn or used:

• R&R Magnesium Balm and any other skincare or topical products
• Compression Socks
  

Unopened and unused hygiene items can still be returned for change of mind within 15 days. This exclusion does not affect your rights if an item is faulty.

Packs and bundles
Packs and bundles (such as the Athlete Recovery Pack and Wellness Pack) can be returned for change of mind only if every item is unopened and unused.

Free gifts
If your order included a free gift, please return it with your order if you’re returning the qualifying items for change of mind.

Return shipping
For change of mind returns, return shipping is free if you added Checkout+ at checkout. Otherwise, you’ll be asked to pay for the return label in the Return Portal. For faulty or incorrect items, return shipping is on us.

Exchanges
The quickest way to swap an item is to return it for a refund and place a new order.

Refunds
Once we’ve received and inspected your return, we’ll let you know whether it’s approved. Approved refunds go back to your original payment method within 10 business days, and your bank may take a few extra days to process it. If more than 15 business days have passed since approval, please contact us at info@triaid.com.au.