Refunds & Returns Policy

Last updated: October 28, 2024

1. Our Commitment to Quality

At The Trade Shade, customer satisfaction is our priority. If you’re not completely happy with your purchase, or if the item is faulty, we’re here to help. This policy applies to all purchases made directly from The Trade Shade either through our website or authorized retail locations.

Under 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

 

2. Returns Eligibility

Change of Mind Returns

• For change of mind, items may be returned within 30 days of purchase, provided they are:

• Unopened and in their original packaging.

• Unused and in a resalable condition.

• Accompanied by a proof of purchase (receipt or order confirmation).

Please note: We do not cover return shipping costs for change-of-mind returns.

Faulty or Defective Products

If your item has a manufacturing defect or fails to meet acceptable quality, we offer the following solutions in line with Australian Consumer Law:

• Repair: For minor defects, we will repair the item at no cost to you.

• Replacement or Refund: For major failures, you may choose a replacement or a full refund.

Examples of a major failure include if the product is unsafe, significantly different from its description, or cannot be easily repaired.

 

3. How to Return Your Item

1. Proof of Purchase: Ensure you have a copy of your purchase receipt or order confirmation email to validate your claim.

2. Contact Customer Support:

• Email: customersupport@thetradeshade.com.au

• Phone: 1300 031 012

• Describe the issue with your item and include any relevant photos if there is a visible defect.

3. Return Shipping:

• Change of Mind: Customers are responsible for return shipping costs for change-of-mind returns.

• Faulty Items: We will cover shipping costs for items that qualify as faulty or defective under Australian Consumer Law.

4. Resolution Process:

• After receiving and inspecting your return, we will confirm the next steps within 7 business days.

• Approved refunds will be processed back to your original payment method within 5-10 business days of confirmation.

 

4. Important Information

• Non-Returnable Items: Certain items may not be eligible for return for health, safety, or hygiene reasons, including opened items that cannot be resold.

• Exchange Process: If you wish to exchange an item, please return it and place a new order.

• Additional Rights: This returns policy operates alongside Australian Consumer Law. Your rights under ACL are not affected by this policy.

 

5. Contact Us

For any questions about returns or to initiate a claim, please reach out to our customer support team:

• Email: customersupport@thetradeshade.com.au

• Phone: 1300 031 012