Exchanges & Returns
We at Tribe Tropical really want you to love your purchases!
If you receive an item and the style &/or fit isn't quite right, you are welcome to return it, provided the following conditions are met:
- Returns must be in as-new condition with all tags and hygiene stickers attached. (Returns will not be accepted if tags &/or stickers are missing).
- The goods must not be used, damaged or washed.
- Returns for refund* must be posted back to us (at customer's expense) within 30 days of receipt^.
If the above conditions are met, we will happily refund* or exchange, depending on your preference, and following our policies below - please read carefully.
^Items returned to us after 30 days (for gifts etc) from purchase date will be eligible for store credit/exchange only, not refund. We allow up to 90 days for exchanges, so there is no stress if you're purchasing Christmas gifts in September!
*Refunds are not permitted on items sold with 25%+ discount as these are considered to be on sale / clearance / promotional offer. Store credit will be given for any 'sale' items being returned, or refund if 10-24% off.
*Black Friday Sale Conditions - any item sold over the Black Friday period (19-30 Nov 2024) will be eligible for exchange but not refund, as promotional pricing has been applied to all items, so please consider this condition carefully. 'Gifts with Purchase' are final, and not able to be returned or exchanged for other items or sizes. Apologies for any inconvenience.
Return shipping costs are the customer's responsibility to retrieve - please keep your tracking receipt in case items are lost in transit; we will not assume responsibility for items lost on the way back to us.
-----------------------------------
EXCHANGE REQUEST
If you'd like to exchange / swap to another size or style we kindly request that you first post the unwanted item(s) back to us, then once goods have been received & inspected we will issue you with a gift card / credit note for the same value so that you can jump back on to the website and order whichever item(s) you would like.
Return postage costs will apply.
Credit notes do not have expiry dates, so there's no urgency to use them.
Alternatively to save time, you may order your desired size on our site, post back the unwanted size at your convenience and we will issue you with a full refund once we have the exchanged item back. Please reach out if any questions on this.
REFUND REQUEST
In the case of refund request, a full refund will be provided (provided conditions outlined above are met) less a $5 admin/restocking fee per item returned. This is to cover costs charged to us for restocking - thank you for your understanding.
Discounted items - Items sold with 25%+ discount applied are able to be returned for exchange / credit note only, and are strictly non-refundable, even if exchanging to another size that might not be available. Items sold at full price or up to 20% off are eligible for refund, provided conditions are met.
Gift with purchase - If a free gift offer / gift with purchase was redeemed, the gift can either be kept (and the full price for the gift will be deducted from the refund) or the gift product can be returned with the item being refunded - this is up to you.
Refunds from within Australia - customers may return via our standard method, or use their Refundid account for instant refund. **Refundid cannot be used for items purchased on sale - please follow regular procedure for return**
Refunds from outside Australia - customers may return to us as per policy for refund.
** OUR ADDRESS FOR RETURNS IS ON THE RETURNS FORM, ACCESSIBLE VIA "START RETURN" LINK BELOW.
-----------------------------------
HOW TO RETURN YOUR ORDER
Click below to start a return:
RETURN FORM FOR ORDERS PLACED OVER BLACK FRIDAY PERIOD (19-30 November)
----------------
Once we do a quality review of the returned item(s) we will endeavour to process your request (refund or exchange) - please allow up to 5 business days for this.
Go green with your return & save waste!
If possible please send back any returning items in the original satchel then take it to your local post office for lodgement/payment.
Please keep your tracking receipt, and **please do not include a self-addressed envelope or satchel as dispatch & return locations are different.
Any recycled packaging is fine for return to us - if possible please don't purchase plastic satchels, to help save waste! Our green satchels are compostable, Australia Post's plastic satchels are not sadly.
POINTS TO NOTE
Recommendations
- We recommend trying on swimwear over underwear and without make-up or body creams/deodorants, as soiled items will not be accepted for return and will be returned at customer’s own expense.
- We recommend that you select a secure, traceable postage service for any goods sent back to us as Tribe Tropical does not take any responsibility for returns lost in transit. Please do not select "return to sender" as goods will not reach us.
- Tribe Tropical reserves the right to reject any return or exchange of goods should they not be returned in accordance with our returns policy.
Excluded from our returns policy:
- Pilling of the fabric caused by user-wear is not covered under our returns policy. Rocks and rough surfaces may cause pilling of the silky swimsuit fabric so please take care on such surfaces.
- Broken stitching due to user-wear is not covered under our returns policy. Please take care not to over-stretch suits when dressing / undressing as stitching can break, as with any garment.
- Disconnected or broken zips as a result of over-extension and user-wear are not covered under our returns policy. Please take care not to over extend zips as the plastic teeth may snap.
- Trapped sand between layers of fabric, caused by user-wear is not covered under our returns policy. Due to the tight weave of the fabric used for our suits (this tight weave is needed to block 98% of UVA/UVB rays), sand may become trapped between the layers of fabric; once the suit is dry this sand can be shaken or gently scratched out of the suit.
- Mould or other marks caused due to user-wear are not covered under our returns policy. Please refer to our care guide to ensure swimsuits are properly cared for and never left sitting damp.
Faulty items
All items are thoroughly checked before sending and are hand-packaged with the upmost care. In the unlikely event you receive an item that is faulty or damaged please contact us and we will do all possible to rectify the situation immediately.
Please notify us within 14 days of the delivery date and provide a full description of the fault, along with pictures as proof. Faults reported outside this period may not be considered for return.
Items must be returned to us first for inspection at the customer's expense; if we receive the product and deem it to be faulty a replacement item will be sent out, or refund will be provided, depending on your preference.
If seam stitching is found to be missing from a small part of the swimsuit (thankfully very rare) we will cover the cost of repair by seamstress up to A$30 in value.
We're here to help so please don't hesitate to reach out if ever we can assist.
