Returns Policy

RETURN POLICY

 

We want you to feel confident and satisfied with every purchase you make from us. If something isn’t quite right, we’re here to help. This Return & Refund Policy outlines the conditions under which you can request a return, receive a refund, or get help with a damaged or incorrect item.

 

We offer a 30-day return window, which means you have 30 days from the date you receive your order to request a return.

 

This policy applies to all eligible purchases made through our website, whether you checked out as a guest or through a registered account. If your return is accepted, we’ll provide you with a return shipping label and clear instructions on how to send the item back.

 

Please read the following sections carefully to understand how our return and refund process works. If you have any questions, our team is available at support@tridentactive.com and happy to assist you.

 

1.     RETURNS CONDITIONS

a)     Return timeframe: To be eligible for a return, your request must be submitted within 30 days from the date your order was delivered. Requests made after this period may not be accepted unless the item is defective or covered by a consumer guarantee under Australian law.

b)     Condition of the item: Returned items must be in the same condition as when you received them. This means the product must be unworn, unwashed, unused, with original tags attached, and in its original packaging. We reserve the right to reject returns if the item shows signs of wear, has been altered, or is returned in an unsellable condition.

c)     Proof of purchase: All returns must be accompanied by a valid receipt, order confirmation email, or proof of purchase. Without proof of purchase, we may not be able to process your return.

d)     Eligibility per item type: Only regular-priced products are eligible for return. Items marked as final sale, clearance, promotional, or gifted are not eligible unless they are damaged or defective upon arrival.

 

If your return meets all the above conditions, you may proceed to request a return by following the steps outlined in the next section.

 

2.     HOW TO START A RETURN

a)     Submitting your request: To begin a return, please email us at support@tridentactive.com within 30 days of receiving your order. Be sure to include your full name, order number, the item(s) you wish to return, and the reason for the return. If the item is damaged or incorrect, please also attach clear photos showing the issue.

b)     Return approval: Once we review your request, we will notify you whether your return has been approved. If approved, we will send you a prepaid return shipping label along with instructions on how and where to send the item back. Returns sent without prior approval will not be accepted.

c)     Packaging and shipping: Please make sure the item is securely packaged in its original packaging, with tags attached and all components included. You must ship the item back within the timeframe mentioned in the return instructions. We are not responsible for items lost or damaged in transit if sent using an unauthorised method.

d)     Tracking and confirmation: Once your return is shipped, we recommend keeping the tracking number until we confirm receipt. We will notify you by email as soon as we receive and inspect your return.

 

3.     DAMAGED OR WRONG ITEMS

If you receive an item that is defective, damaged, or not what you ordered, please contact us at support@tridentactive.com promptly, and in no case later than 30 days of receiving your order. Include your order number, a description of the issue, and clear photos showing the damage or error. We will review your claim promptly and, if approved, will offer you a replacement, refund, or other suitable resolution at no extra cost. Items reported after the 30-day period will not be eligible for replacement or refund.

 

4.     REFUNDS

Once we receive and inspect your return, we will notify you if your refund is approved. If approved, your refund will be processed automatically to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider. Original shipping charges are non-refundable unless the return is due to our error or a faulty item. If the returned item shows signs of use, damage, or is missing parts not previously reported, a partial refund may be issued at our discretion.

 

5.     EXCHANGE

We do not offer direct exchanges. If you would like a different size, colour, or item, we recommend requesting a return for the original product and placing a new order separately. This ensures faster processing and availability of your preferred item. Once your original return is received and approved, we will issue a refund in accordance with our refund policy.

 

6.     GOVERNING LAW AND DISPUTE RESOLUTION

This Return & Refund Policy is governed by the laws of Queensland, Australia. By using our website or making a purchase, you agree that any disputes related to returns, refunds, or the interpretation of this policy will be resolved exclusively in the courts of Queensland. Before taking legal action, you agree to first contact us at support@tridentactive.com to attempt to resolve the issue informally in good faith.

 

  1. UPDATES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect changes in our business practices, product offerings, or applicable laws. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically to stay informed. Your continued use of our website after any changes indicates your acceptance of the revised policy.

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Last updated on May 22, 2025