Returns & Refunds
At Trust The Culture (TTC), we want you to shop with confidence. Our 14-day returns policy gives you the flexibility to request an exchange or store credit if something isn’t quite right. We’ve kept the process simple, transparent and fair for all our customers.
1. RETURNS AT A GLANCE
14-Day Returns: Request an eligible return within 14 days of delivery.
Exchanges: Available for eligible items, subject to stock availability.
Store Credit: Available for approved change-of-mind returns.
Refunds: Available for eligible faulty or incorrect items and other approved circumstances.
Return Shipping: Customers cover voluntary return and exchange shipping costs.
Sale Items: Discounts of 20% or more are final sale for voluntary returns.
Your applicable consumer rights remain protected.
2. RETURNS
We accept returns for exchange or store credit within 14 days of delivery for eligible items.
This includes changes of mind, incorrect sizing or a preference for another colour or style.
To qualify, items must be unworn, unwashed, with original tags attached and in resaleable condition.
Please contact us within 14 days of delivery and send your approved return within 14 days of receiving return instructions.
These conditions apply to voluntary returns only.
3. REFUNDS
We believe in being transparent about when refunds are available.
Change-of-Mind Refunds
We do not offer refunds to the original payment method for change of mind, incorrect sizing or personal preference, except where required.
Instead, eligible customers may request an exchange or store credit within our 14-day returns period.
Faulty or Incorrect Items
If an item is faulty, damaged, incorrectly supplied or does not meet applicable product standards, you may qualify for a repair, replacement or refund.
The appropriate resolution will depend on the nature of the issue and your applicable rights.
Refund Processing
Where a refund is approved:
Refunds will be issued to the original payment method where possible.
We aim to initiate approved refunds within 7 business days, subject to any shorter required timeframe.
Your bank or payment provider may require additional processing time.
Original delivery charges and reasonable return shipping costs will be refunded where required.
Store credit will never replace a refund when a refund is legally required.
4. EXCHANGES
Need another size or style? We’re happy to help.
Exchanges are available for eligible items within 14 days of delivery.
Exchanges are subject to stock availability.
Customers cover return shipping and delivery costs for replacement items.
Any price difference for higher-value items must be paid before dispatch.
Any remaining balance from a lower-value exchange will be issued as store credit.
If your preferred replacement is unavailable, we can offer store credit for an eligible voluntary return.
We recommend reviewing our Size Guide before purchasing to help you find the right fit.
5. STORE CREDIT
Store credit provides flexibility when you’re not ready to choose a replacement.
Approved store credit is issued electronically to the email address associated with your order.
The credit amount reflects the price paid for eligible returned items after applicable discounts.
Original shipping charges are excluded unless required otherwise.
Store credit cannot be redeemed for cash, except where required.
TTC store credit issued through our digital gift card system is valid for 3 years from the date of issue.
We aim to process approved store credit within 7 business days of receiving and inspecting your return.
6. RETURN CONDITIONS
To protect product quality and ensure every customer receives garments in excellent condition, voluntary returns must meet the following requirements:
Unworn, unwashed and in original condition.
All original tags attached.
No stains, makeup, perfume, deodorant, pet hair or signs of use.
Original packaging included where reasonably possible.
Items may be carefully tried on to check sizing.
We reserve the right to decline voluntary returns showing evidence of wear, washing, alteration or damage.
These conditions do not restrict your rights regarding faulty or incorrectly supplied products.
7. SALE ITEMS
Items discounted by less than 20% are eligible for voluntary exchange or store credit, provided all return conditions are satisfied.
Items discounted by 20% or more are final sale and are not eligible for voluntary returns, exchanges or store credit.
Final-sale restrictions do not affect your rights regarding faulty or incorrectly supplied items.
8. AUSTRALIAN & OVERSEAS ORDERS
Australian Orders
Customers are responsible for voluntary return shipping and replacement delivery costs.
We recommend using a tracked postal service and retaining proof of postage until your return is completed.
International Orders
International customers may request eligible exchanges or store credit under the same 14-day returns policy.
Customers cover voluntary return shipping, replacement delivery and applicable customs charges, except where otherwise required.
We do not charge a fixed international return handling fee.
Any additional mandatory cancellation or refund entitlements remain unaffected.
For delivery information, visit our Shipping & Delivery page.
9. FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged or incorrect item, please contact us as soon as reasonably possible.
Provide your order number, a description of the issue and photographs where available.
We will assess your request and arrange an appropriate repair, replacement or refund based on the circumstances and your applicable rights.
Normal wear and tear, accidental damage, misuse and improper garment care are not generally considered manufacturing defects.
The 14-day voluntary returns period does not limit your rights to remedies for faulty products.
10. HOW TO REQUEST A RETURN
To request an exchange, store credit or eligible refund:
Visit our Contact Us page and submit your order details.
Include the item you wish to return and the reason for your request.
Our team will review your request and provide return instructions.
Package your item securely and use a tracked shipping service.
Once received and assessed, we’ll process the appropriate exchange, store credit or refund.
Please contact TTC before sending an item back so we can provide the correct return address and instructions.
11. YOUR CONSUMER RIGHTS
Our returns and refunds policy is designed to provide a fair and transparent shopping experience.
Nothing in this policy affects your rights to a refund, repair, replacement or other remedy where required by applicable law.
10. THIRD-PARTY WEBSITES
Our website may contain links to external websites. TTC is not responsible for the privacy practices or content of third-party sites.
We recommend reviewing their privacy policies before providing personal information.
12. NEED HELP?
We’re here to make your TTC shopping experience simple.
For assistance, visit our Contact Us page. You can also explore our Size Guide before ordering or review Shipping & Delivery for delivery information.
Trust The Culture (TTC)
Sydney, Australia
Customer Support: hello@trusttheculture.com.au
BORN IN SYDNEY. WORN YOUR WAY.