The "NIEL"

At Troy Active, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. Please read our policy below to understand the process.

Returns:

• Eligibility: Items can be returned within 7 days of receiving your order.
• Condition: To be eligible for a return, the product must be unused, unwashed, and in original condition with all tags attached.
• Non-Returnable Items: Some items, such as final sale items, gift cards, or items marked as non-returnable, cannot be returned.

How to Return:

Contact us at infosupport@troyactive.co.za to initiate your return.

Provide your order number, item(s) being returned, and the reason for the return.

Once your return is approved, we will send you a return shipping waybill.

Pack the item(s) securely in the original packaging, and attach the return waybill.

Ship the item back to us using the provided waybill.

Refunds:

• Processing Time: Once we receive your returned item, please allow 5–7 business days for us to process your return and issue a refund.
• Refund Method: Refunds will be issued to your original payment method.
• Shipping Fees: Shipping costs are non-refundable, unless the return is due to a defect or error on our part.

Exchanges:

• If you would like to exchange an item for a different size, color, or style, please follow the return process and place a new order for the exchange.

Defective or Damaged Items:

• If your item arrives defective or damaged, please contact us within 7 days of receiving your order with photos of the damage or defect. We will either issue a full refund or send you a replacement at no additional charge.

We strive to get your order to you as quickly and efficiently as possible. Below is all the information you need regarding shipping:

Processing Time:

• All orders are processed and shipped within 1–2 business days from the time the order is placed (excluding weekends and holidays).
• You will receive a shipment confirmation email with tracking information once your order has been dispatched.

Shipping Methods and Rates:

Shipping rates are calculated at checkout based on your delivery location and the weight of your order.

• Economy Shipping (3–4 business days): R142

Shipping Locations:

• We currently ship to all major cities in South-Africa.
• International Shipping: Please note that international orders may be subject to customs duties, taxes, and fees that are the responsibility of the customer. These charges are typically assessed when the package arrives in your country and are outside of our control.

Order Tracking:

• Once your order has been shipped, you will receive a tracking number via email, so you can track your order in real-time. You can also track your order by logging into your account on our website.

Shipping Delays:

• While we aim to deliver all orders promptly, please be aware that shipping delays can sometimes occur due to factors outside of our control, such as weather conditions or high demand. If your order is delayed, we will notify you as soon as possible and provide an updated delivery estimate.

Incorrect Shipping Address:

• Please double-check your shipping address during checkout. We are not responsible for lost packages due to incorrect or incomplete addresses. If you notice an error with your address after placing your order, please contact us immediately at info@troyactive.co.za to make changes before your order is shipped.

Lost or Stolen Packages:

• If your package is lost or stolen, please contact the shipping carrier directly using the tracking number provided. Unfortunately, we cannot be responsible for lost or stolen items once they have been confirmed delivered by the carrier.