Returns & Credits Policy

This policy applies to products purchased from True Blue Direct. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Incorrect, faulty or damaged products

Please contact True Blue Direct promptly if:

we supplied an incorrect product or quantity;
a product was damaged when delivered;
a product is faulty, defective or unsafe; or
a product does not meet an applicable consumer guarantee.

Where True Blue Direct is responsible for an error, we will arrange an appropriate remedy and cover reasonable return freight costs.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement or refund, as well as compensation for reasonably foreseeable loss or damage. Your rights under the Australian Consumer Law are not limited to seven days and are not affected by the return conditions applying to change-of-mind returns below.

We may inspect or assess a product before providing a remedy. A remedy may not be available where the problem was caused by misuse, accidental damage or another act or omission occurring after delivery.

Change-of-mind returns

True Blue Direct is not required to accept a return simply because a customer has changed their mind, ordered the incorrect product or quantity, found the product elsewhere at a lower price, or no longer requires it.

At our discretion, we may approve a change-of-mind return if the customer contacts us within seven days of the invoice date and all the following conditions are met:

True Blue Direct has issued a return authorisation number (“RA number”) before the products are returned.
The RA number is clearly displayed on the outside of the shipping package and not written or attached directly to the product’s original carton.
The products are unopened, complete, unused and in a condition that True Blue Direct considers suitable for resale.
The products and their original packaging have not been written on, labelled, marked, damaged or defaced by the customer or the customer’s carrier.
Only complete cartons are returned. We do not accept partial cartons, sleeves or individual items.
The products are received by True Blue Direct within three business days after the RA number is issued.

Products returned without approval, or outside the applicable return period, may be refused and returned to the customer at the customer’s expense.

Return for credit

For an approved change-of-mind return for credit, the customer must pay:

the original freight cost of delivering the products to the customer;
the freight cost of returning the products to True Blue Direct; and
a $5.00 restocking and administration fee for each carton returned.

Approved products will be credited at their current market value at the time the return is processed. The credit will not exceed the amount originally paid for those products.

Return for replacement

Where an approved change-of-mind return is exchanged for the same quantity of another product, the customer must pay the freight cost of returning the original products to True Blue Direct. Any price difference and the freight cost for sending the replacement products will be advised before the exchange is processed.

Returns outside these conditions

True Blue Direct may, at its sole discretion, agree to accept a return that does not satisfy the conditions above. Any such return will be subject to a restocking fee of at least 20% of the amount credited, together with any applicable freight or handling costs.

Acceptance of one return does not require True Blue Direct to accept any future return in similar circumstances.

Consumer guarantees

Products supplied by True Blue Direct are subject to any consumer guarantees that apply under the Australian Consumer Law, including guarantees concerning acceptable quality, correspondence with description and reasonable fitness for a purpose disclosed to and relied upon by the customer.

If an applicable consumer guarantee is not met, True Blue Direct will provide the remedy required by law. The available remedy will depend on the nature and seriousness of the problem. For a major failure, an eligible consumer may generally choose a refund or replacement. For a minor failure, True Blue Direct may choose to repair or replace the product or provide a refund, as permitted by law.