Refund policy

Returns and Refunds Policy

Troav
Last updated: 28 October 2026

1. Our Commitment Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the Australian Consumer Law, or the consumer laws of the country you live in.

2. Faulty, Damaged, or Incorrect Items

If your item is faulty, arrives damaged in transit, or is not what you ordered, email us at hello@troav.co with:

- Your order number
- A description of the issue
- Clear photos showing the fault or damage

Please let us know as soon as you notice the problem. For damage in transit, telling us within 14 days of delivery helps us claim from the carrier, but your rights under the Australian Consumer Law are not limited to 14 days.

Once we confirm the issue, we will send you a replacement free of charge. If you would rather have a refund for a major failure, or if a replacement is not available, we will refund you in full, including any shipping you paid.

In most cases you will not need to send the item back. We will usually ask you to keep it or dispose of it. If we do need it back, we will pay the return postage with a prepaid label or by reimbursing you.

3. Warranty

Our bags come with a 1-year warranty against manufacturing faults from the date of delivery. Warranty claims are handled the same way as faulty items in Section 2. The warranty is in addition to your rights under the Australian Consumer Law and does not replace them.

4. Change of Mind Returns

We accept change of mind returns within 14 days of delivery, subject to the following conditions:

- The item must be unused, unworn, and in its original packaging with all tags and accessories intact
- You must contact us before sending anything back to receive a Return Authorisation
- Return shipping is at your cost, and we recommend using a tracked service as we cannot be responsible for items lost in transit
- Once we receive and inspect the returned item, we will issue a store credit for the full amount you paid for the item
- Store credits do not expire

We reserve the right to decline a change of mind return if the item shows signs of use, damage, or is not returned in its original condition. If you live in the European Union or the United Kingdom, Section 5 applies instead.

5. Customers in the European Union and United Kingdom

If you live in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of the day you receive it, without giving a reason.

- To cancel, tell us within those 14 days by emailing hello@troav.co with your order number and a clear statement that you are cancelling. You can use the standard withdrawal form, but you do not have to.
- Send the items back within 14 days of telling us. Return shipping is at your cost.
- We will refund the full amount you paid for the items, plus the cost of standard delivery if you paid for it, using the same payment method you used to pay. We will do this within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is earlier.
- If you chose a faster delivery option than our standard one, the extra cost of that option is not refunded.
- If you ask us to, we can issue a store credit instead of a refund.
- We may reduce the refund if the value of an item has gone down because it was handled more than necessary to check what it is, how it works, and how it fits.

Sale and clearance items can be cancelled under this section.

6. Items Not Eligible for Change of Mind Returns

Except as set out in Section 5, the following items cannot be returned under change of mind:

- Clearance items (items bought on sale are returnable, see Section 7)
- Bags that have been used or have had pins, charms or plush attached

7. Sale and Clearance Items

Items bought on sale can be returned under the same change of mind terms as full-price items. Of discounted items, only clearance items are final sale. They are not eligible for change of mind returns or store credits, except as set out in Section 5. Your rights for genuine faults still apply.

8. How to Lodge a Return

1. Email us at hello@troav.co within the applicable timeframe
2. Include your order number and reason for return
3. Wait for a Return Authorisation before sending anything back, as items sent without authorisation may not be processed
4. Once approved, send the item back using a tracked shipping method
5. We will process your store credit, refund, or resolution within 5 business days of receiving the returned item

9. Shipping Costs

Shipping is free worldwide on orders over A$300. Orders under A$300 pay the shipping rate shown at checkout. Change of mind store credits cover the full amount you paid for the item; shipping you paid is not refunded on a change of mind return. Return shipping for change of mind returns is at your cost. If the return is because of our error or a faulty product, we cover all shipping costs. Customers in the European Union and United Kingdom, see Section 5.