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, Hong Kong and Netherlands. Except as provided under the Statutory Right of Withdrawal for EU Customers below, 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.
Cancellation Process
We have enabled order editing at checkout, allowing you to update your address or cancel your order yourself within 30 minutes of purchase. A full 100% refund will be processed for any order cancelled within this window.
To cancel an order after this period, please contact us at hello@ternx.com with your order number and reason for cancellation. The following fees will apply:
Unshipped / pre-order items:
Unshipped orders cancelled more than 30 minutes after being placed are subject to a 4% processing fee to cover non-refundable merchant payment gateway fees incurred at checkout.
Shipped items:
Once an order has left our warehouse, a 9% processing fee will apply to cover return shipping, handling, and quality inspection. Every return undergoes a thorough inspection and repackaging process before returning to inventory. Original 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 fees.
Returns Process
How to Initiate a Return
To start a return, please visit our Returns Portal at https://ternx.com/apps/returns
Return Shipping & Processing Fees
Return shipping is at the customer's expense. For your convenience, a prepaid return shipping label can be generated via our Returns Portal.
A 9% processing fee will be deducted from your final refund (if applicable) to cover return shipping, handling, quality inspection, and repackaging. Original shipping fees are non-refundable.
Items returned that do not meet our return conditions will not be eligible for a refund, and the customer will be responsible for any costs to ship the item back to them.
Processing & Refunds
Once your package is received at our warehouse, please allow up to 10 business days for inspection and processing.
- If Accepted: We will issue a refund to your original payment method within 5 business days (less applicable fees) and send an email confirmation.
- If Rejected: If the return does not meet our Return Conditions, we will notify you via email. We will hold your package for 14 business days for you to arrange return shipping at your own expense. After 14 business days, we reserve the right to dispose of uncollected packages.
Re-shipping Fees
If a parcel is returned to us due to an incorrect or incomplete address, failed delivery, refusal of delivery, failure to collect at a designated collection point, or an unclaimed shipment, the customer is responsible for all re-shipping fees. 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.
Statutory Right of Withdrawal (EU Customers)
If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within fourteen (14) days from the day on which you, or a third party nominated by you, acquires physical possession of the goods.
To exercise your right of withdrawal, you must notify us of your decision to withdraw before the withdrawal period expires. You may do so via our EU Right of Withdrawal Form, or by providing us with a clear, unequivocal statement of your decision to withdraw via email.
If you exercise your right of withdrawal, you will be responsible for the direct costs of returning the goods, including any postage, packaging, shipping, customs duties, taxes, or other charges incurred in returning the goods to us.
You must return the goods without undue delay and no later than fourteen (14) days after notifying us of your decision to withdraw. We recommend using a tracked delivery service, as you remain responsible for the goods until they are received by us.
You may inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning, as you would be permitted to do in a physical retail store. We reserve the right to deduct from any refund an amount reflecting any diminished value if the goods have been used, damaged, or handled beyond what is necessary for such inspection.
Once the returned goods have been received and inspected, please allow up to ten (10) business days for your return and refund to be processed.
Important Notes
- Except as provided under the Statutory Right of Withdrawal for EU Customers, all international orders outside of the United States, Australia, Hong Kong and Netherlands 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@ternx.com
Last update: 8 August 2026