1. Goods Return Policy

Tru-Blu Oil Australia Pty Ltd (Tru-Blu Oil) is committed to complying with all applicable Australian Consumer Law, including the Australian Consumer Law
under the Competition and Consumer Act 2010 and relevant provisions of Victorian legislation. This Goods Return Policy outlines the procedure for customers
to request a return, refund, repair or replacement of products purchased from Tru-Blu Oil.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The goods must have been purchased directly from Tru-Blu Oil Australia Pty Ltd.
  • The customer must contact Tru-Blu Oil and provide the original invoice details and reason for return.
  • Goods must be returned within 60 days of the original purchase date, unless the product is faulty or does not meet consumer guarantees under Australian Consumer Law.

2. Refunds and Replacements

Refunds, credit notes, repairs or replacements will be considered in accordance with the reason for return and in line with consumer rights under Australian Consumer Law.

A. Faulty or Damaged Products

In the event that a product is faulty, damaged or does not meet consumer guarantees under Australian Consumer Law, Tru-Blu Oil will provide the following options:

  • Repair, replacement or refund at the customer’s discretion.
  • Transport costs for the return of faulty goods will be covered by Tru-Blu Oil.
  • Correct product delivery costs will also be covered by Tru-Blu Oil.

Customers are entitled to a remedy (repair, replacement or refund) under Australian Consumer Law, even if the return occurs outside of the 60-day window, provided the product is faulty or does not meet consumer guarantees.

Important: Prior to a refund being issued, photographic evidence of the faulty or damaged product must be provided by the customer. Additionally, the customer must supply a sample of the product to Tru-Blu Oil for laboratory testing to verify the fault. The cost of providing the sample and any laboratory testing will be borne by Tru-Blu Oil if the fault is verified. Refunds will not be granted until the laboratory test results confirm the fault. Laboratory testing may take up to 7 days.

B. Change of Mind

If a customer changes their mind, Tru-Blu Oil may offer a replacement, credit note or repair at our discretion. However, this is not a statutory obligation under Australian Consumer Law. In the event of a change of mind, the customer will be responsible for:

  • The return transport of the product.
  • Any secondary delivery costs if a replacement is requested.

C. Reasonable Product Lifespan and Storage Conditions

The expected lifespan of oil products can vary depending on the type of product and how it is stored. Tru-Blu Oil recommends that products be stored according to our manufacturer guidelines to maintain quality. Products that have not been stored in the correct conditions may not be eligible for a refund, replacement or repair. Customers are responsible for ensuring that products are stored in appropriate conditions.

General storage recommendations include:

  • Keep oil products in a cool, dry environment.
  • Avoid exposure to excessive heat, light or humidity.
  • Ensure the container is tightly sealed to prevent contamination.

Note: Tru-Blu Oil will not accept returns for products that have been improperly stored or have passed their reasonable shelf life.

3. Return Conditions

To qualify for a return, the following conditions must be met:

  • Goods must be in their original packaging.
  • There must be no signs of damage, contamination or dirt on the goods.
  • All original documentation must be included with the return.

4. Exclusions from Return Policy

The following products will not be eligible for return, refund or exchange:

  • Goods returned more than 60 days after the purchase date, unless the product is faulty or does not meet consumer guarantees under Australian Consumer Law.
  • Goods returned without original invoice details.
  • Custom-made, specially blended or tailored products that were created specifically for the customer.
  • Products purchased as part of clearance sales, special offers or discount promotions, unless the product is faulty or does not meet the consumer guarantees under Australian Consumer Law.
  • Used, altered or damaged products, or products that have been mishandled by the customer.

5. Handling / Restocking Fee

A restocking fee of 15% will apply to returns for change of mind only. This fee will be deducted from any refund issued for the returned goods.
Note: This fee will not apply if the product is faulty or does not meet consumer guarantees under Australian Consumer Law.

6. Incorrect or Over-Supplied Goods

If you believe that products have been incorrectly supplied or over-supplied, please contact Tru-Blu Oil immediately. Any issues must be reported as soon as possible to ensure appropriate resolution. Transport costs for the return of incorrectly supplied goods will be covered by Tru-Blu Oil and the correct products will be delivered at no additional cost to the customer.

7. How to Request a Return

To begin the return process, please contact Tru-Blu Oil customer service and provide the original invoice details and reason for return. The return can then be processed according to the terms outlined in this policy. Photographic evidence and a sample of the product must be provided before a refund or replacement can be granted. Due to stringent safety measures at our plant, no returns or samples can be brought on to site without prior arrangement through our customer service department.

For any questions regarding this policy, or if you need assistance with a return, please contact Tru-Blu Oil Australia Pty Ltd directly.
This Goods Return Policy is subject to change in accordance with any updates to Australian or Victorian consumer law.