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. All international orders outside of the United States 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 are final 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 our administration costs and payment processing fees.
For items that have already been shipped:
A 8% cancellation fee will be deducted from the refund amount. This fee covers our administration costs, payment processing fees, inspection fees, repackaging fees and restocking fees. Additionally, the cost of the return shipping label will be deducted from the refund.
For shipped items, we will provide you with a prepaid return shipping label and advise you of its cost. This cost will be deducted from your refund in addition to the cancellation fee.
As per our Terms and Conditions, you acknowledge and agree that any refund will be issued to the original payment method.
Returns Process
To initiate your return, please contact our support team at hello@tern-x.com. Be sure to include your order number, reason for the return and any images of the product (if opened) and packaging. We will provide you with return instructions and a prepaid return label. Returning the product(s) to us will be at your own cost, and the cost of the return label, along with any applicable fees will be deducted from your refund.
Once we receive your package, please allow up to 15 business days for us to inspect and process your return. If your return is accepted, we will issue your refund within 5 business days, and you will receive a confirmation email.
If your return does not meet our Return Conditions, we will notify you via email that we are unable to accept it. In such cases, we will hold your package for 5 business days. Please reach out to us within this timeframe to arrange for the product(s) to be sent back to you at your expense. After this time, we reserve the right to dispose of the package.
As per our Terms and Conditions, you acknowledge and agree that all refunds will be issued to the original payment method and the refund amount will be reduced by 8% from any amount to be refunded. This amount helps us cover our administration costs, payment processing fees, inspection fees, repackaging fees and restocking fees that we incur to process your return.
Return Conditions
Products must be returned with the following items and 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.
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: 1 December 2024