Change of Mind Return Policy

This Change of Mind Return Policy (Policy) sets out what rights you have when purchasing our products, including pre-order products. This Policy forms part of and is in addition to any terms and conditions between us and you. This policy only applies to domestic orders within the United States, Australia and Hong Kong. All international orders outside of these regions are final and are not eligible for change of mind returns once shipped.

In this Policy:

We, us or our means Tern-x Pty Ltd T/A TernX ACN 637 198 871.

You or your means you, the purchaser of our products.

If you change your mind, in accordance with this Policy you may do the following:

Cancel your order with us prior to shipment in accordance with the Cancellation Process. Please do so as early as possible. If we are unable to stop shipment of the whole or any part of your order (including any bonus items) then you will be required to return the products (or any bonus items) in accordance with item 2 below.
Return any unused products within 30 days of delivery in accordance with the Returns Process. You may take the products out of their original packaging for inspection. However, the products must be returned to us in accordance with the Return Conditions.

All refunds will be granted at our sole discretion and will be subject to fees as per our Terms and Conditions.

All international orders outside of the United States, Australia and Hong Kong are final sale and are not eligible for change of mind returns once shipped.

Cancellation Process

To cancel an order, please contact our support team at hello@tern-x.com and include your order number and reason for cancellation. The following cancellation fees will apply:

For items that have not yet been shipped or pre-order items:

A 5% cancellation fee will be deducted from the refund amount. This fee covers various administrative and payment processing fees.

For items that have already been shipped:

A 10% cancellation fee will be deducted from the refund amount. This fee covers essential administrative and logistical cost, including payment processing fees, inspection, repackaging and restocking. Please note that any shipping fees are non-refundable.

As per our Terms and Conditions, you acknowledge and agree that any refund will be issued to the original payment method less any cancellations fees.

Returns Process

How to Initiate a Return

To start a return, please visit our returns portal HERE.

Return Shipping Costs

Returning the product(s) to us will be at your own cost. For your convenience, we will provide you with a prepaid return shipping label and deduct the cost of that label, plus a 10% cancellation fee (applicable fees), from your final refund amount.

These fees cover essential administrative and logistical costs, including payment processing fees, inspection, repackaging, and restocking. Please note that any original shipping fees are non-refundable.

Processing & Refunds

Once we receive your package, please allow up to 10 business days for us to inspect and process your return.

If accepted: We will issue a refund to your original payment method within 5 business days (less any applicable cancellation fees), and you will receive a confirmation email.
If rejected: If the return does not meet our Return Conditions, we will notify you via email. We will hold your package for 5 business days for you to arrange return shipping at your own expense. After this period, we reserve the right to dispose of the package.

Re-shipping Fees
If a parcel is returned to us due to an incorrect or incomplete address, failed delivery, refusal of delivery, or unclaimed shipment, the customer is responsible for all re-shipping fees. Please note that any original shipping fees are non-refundable.

Return Conditions

To be eligible for a return, products must be returned in the following conditions:

Products must be unused, undamaged and in their original condition.
Products must be returned with all original packaging and any accompanying tags, loose parts, instructions manuals, user guide, accessories, etc.
Products must not be a discontinued item or an item that was discounted or on sale (pre-order items are not considered discounted or sale items).
Products must be returned together with any free or bonus items (in unused original condition and packaging) that were provided with the product at the time of purchase.

Products that do not meet these return conditions will be ineligible for a return or refund.

Important Notes

All international orders outside of the United States, Australia and Hong Kong are final and are not eligible for change of mind returns once shipped.
Refunds will only be processed to the original payment method used at checkout.
Cancellation and return fees apply as outlined above.

Amendments

We may, at any time and at our discretion, vary this Policy by publishing an amended Policy. We recommend you check our Policy regularly.

For any questions about our Policy, please contact us at: hello@tern-x.com

Last update: 20 February 2026