Return & Refund Policy

Returns & Refunds

We are not required to provide a refund or replacement if you change your mind.

But you can choose a refund (or exchange, including a complimentary size exchange) if an item has a major problem. This is when the item:

• has a problem that occurred prior to purchase that would have otherwise stopped you from buying the item had you known;
• is unsafe;
• is significantly different from the sample or description;
• doesn’t do what we said it would, and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. 

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Returns

You can always return or exchange your shoes within 30 days if you have received an item that has a problem that incurred prior to purchase, or any of the criteria described above. 

If you qualify for a return, email us at info@tgcollection.com.au and we will provide you further information on returning your items or seek further information with regards to the return request. 

If you return an item that does not qualify for a return, we will contact you and the return cost of the item(s) is at the buyer's expense. Do not use the Parcel Point Exchange Service. Unauthorised use will incur a fee on top of the item's return cost. 

Timing

Once we have received your return, the shoes will be inspected. Once deemed eligible for return, please allow up to 2 weeks for a repair, refund or store credit to be issued. 

Size Exchanges 

If our footwear does not reasonably fit you, you may exchange your purchase for a new size. You must meet our criteria on exchanging items and follow the instructions below.

Failure to following the Exchange Guidelines below may lead to a refusal to exchange or delays in processing the returned item.

Exchange Guidelines

1. Shoes or boots must be in their original condition. We will not accept footwear that we cannot sell as new. The footwear will be free from any creases caused as a result of wear. For leather soles, they should be free from all scuffs and marks. 
   
   If you’re unsure if your shoes are in their original condition, ask yourself – “Would I be happy if I was sent a replacement like this?”
   
   
2. The shoe box is a part of the product, ensure it is appropriately protected on its journey back to us. All accessory products that came with the shoebox should also be returned. 
   
   
3. Factory Seconds and some sales items, such as clearance items, are not eligible for exchange, and/or otherwise stated in promotion or at point of sale. 
   
   
4. Upon delivery of your returned purchase, an inspection will be carried out on the Friday or following Monday. A confirmation email will be delivered to your nominated email. We reserve the right to refuse returns that do not meet the criteria stated herein.  

Exchange Instructions

See Exchange Guide.

Unauthorised Use of TGC Parcel Point Service

Customers are entitled to one free size exchange. Unauthorised use is NOT permitted. Customers who use our Parcel Point Exchange Service for returns that fall outside of the above guidelines will be charged a return fee of $20.00. We reserve the right to dispose of abandoned items after six weeks. 

Change of Mind

We do not offer refunds for change of mind but will happily exchange your purchase for any product within our range subject to availability - see your rights - Consumer Affairs. 

We reserve the right to reject requests for refunds and exchanges in response to breaches of any applicable laws or suspicious activity.