SHIPPING AND RETURNS

Shipping


Free shipping to New Zealand and Australia for orders over $150.


International shipping available to most countries.
 
Return Policy
Our products are made with the finest quality ingredients. Due to the nature of the ingredients, each formula may ever so slightly vary in colour and texture. Each product is synthetic fragrance free. The light fragrance is from the raw ingredients natural scent. 
  
Due to the nature of the product, we cannot offer refunds or returns. 
Subject to clause 7 (below), to the fullest extent permitted by law, Tronque will not accept Products for return unless:
 
(a) they have been damaged during delivery, were not received by you in full working order, have been double-delivered or mistakenly supplied; and
 
(b) the Products are returned to Tronque, correctly packaged in their original carton, within 14 days of receipt by you.
 
(c) There is an issue with the product itself. This is determined on a case by case basis. Please get in touch at hello@tronque.com
 
If Tronque is satisfied (when Tronque examines the Product) that the Product has been damaged during delivery to you or were not received by you in full working order, Tronque will, at its option and as your sole and exclusive remedy, repair the Products, replace the Products or provide a refund of the Price for the Products.
However, if you are unhappy for any reason or there is a default, please contact us and we will do everything we can to solve the issue. 
 
TERMS AND CONDITIONS OF SALE
Last updated on 15 March 2021.
 
These Terms and Conditions of Sale govern your purchase of Products from Tronque Limited (referred to in these Terms and Conditions of Sale as Tronque, we, our or us) through this website (Site).  By placing an order to purchase Products through the Site, you agree that that order is subject to these Terms and Conditions of Sale (as current at the time of the order).
 
1. DEFINITIONS
In these Terms and Conditions of Sale, unless the context otherwise requires:
 
GST means goods and services tax in terms of the Goods and Services Tax Act 1985, at the rate prevailing from time to time, including any tax levied in substitution for that tax;
 
Price means the price payable for Products as displayed on the Site from time to time, and unless specified otherwise such price will include GST; and
 
Products means the products you may order and obtain through the Site from time to time.
 
2. ORDERS AND CONTRACT FORMATION
2.1 If you order Products using the online order process available on the Site your order will constitute an offer, incorporating the then current version of these Terms and Conditions of Sale, which Tronque may in its discretion accept or decline.
 
2.2 All details (including Price and availability) relating to the Products ordered as displayed on the Site are subject to confirmation by us. We will notify you as soon as possible if we accept or decline your order or if any of the details on the order need to be amended. 
 
2.3 Any order which you provide to us will be effective and legally binding as a separate, individual contract once we have confirmed our acceptance of your order or, if we notify you of any amendments to the order, once you have indicated your acceptance of the amended order as notified to you.
 
3. PAYMENT AND AVAILABILITY
3.1 All Products offered for purchase on the Site are subject to availability.  Tronque will use its reasonable endeavours to supply the Products in accordance with your order.  If for any reason Tronque is unable to fulfil your order after it is accepted, Tronque will notify you and refund any payment received by Tronque in respect of that order.
 
3.2 Payment of the order total for the Products must be made on placement of your order through one of the payment methods specified on the Site.
 
3.3 Tronque reserves the right to amend any Price at any time (including if any Price is recorded incorrectly on the Site).  In the event that the Price for a Product is incorrect due to a typographical error or error in pricing information, Tronque will have the right to cancel any undelivered orders placed for Products listed at the incorrect Price, regardless of whether or not the order has been confirmed or payment has been received.  If the order is cancelled and payment has been received, Tronque will refund the payment.
 
4. DELIVERY, TITLE AND RISK
4.1 Following Tronque’s acceptance of an order Tronque may inform you of an estimated delivery date for the Products.  The Delivery Date is an estimate only.  Provided full payment of the order total for the Products has been received, Tronque will use reasonable endeavours to deliver the Products by the Delivery Date.  Tronque will not in any circumstances (whether in contract, tort or otherwise) be liable for delivering the Products after the Delivery Date.
 
4.2 Delivery will be made at or to the place specified in an order.  Tronque has the right to select the method of delivery and the carrier.  Delivery may be made by instalments, at the sole discretion of Tronque.
 
4.3 Title to the Products will pass to you at the time of delivery of the Products to you.
 
5. WARRANTIES AND LIABILITY
5.1 Subject to clause 6, to the fullest extent permitted by law:
 
(a) except as expressly set out in these Terms and Conditions of Sale, Tronque excludes all warranties, representations or guarantees (whether express, implied or statutory) in relation to any Products you purchase through the Site, including any warranty of fitness for any particular purpose or warranty of merchantability; and
 
(b) Tronque will not be liable for any special, incidental, consequential or indirect damages or loss, loss of goodwill, data or business profits or any exemplary or punitive damages suffered or incurred by you in connection with the Products.
 
5.2 Subject to the provisions of these Terms and Conditions of Sale, the maximum liability of Tronque to you in relation to a Product will not exceed the price you paid for that Product.
 
6. CONSUMER GUARANTEES ACT
Nothing in these Terms is intended to limit or replace any rights you have under the Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act (FTA), provided that if you are acquiring the Products in trade, in which case the provisions of the CGA and sections 9, 12A, 13 and 14(1) of the FTA will not apply to the supply of the Products to you.
 
7. PRODUCT RETURN POLICY
7.1 Subject to clause 6, to the fullest extent permitted by law, Tronque will not accept Products for return unless:
 
(a) they have been damaged during delivery, were not received by you in full working order, have been double-delivered or mistakenly supplied; and
 
(b) the Products are returned to Tronque, correctly packaged in their original carton, within 14 days of receipt by you.
 
7.2  If Tronque is satisfied (when Tronque examines the Product) that the Product has been damaged during delivery to you or were not received by you in full working order, Tronque will, at its option and as your sole and exclusive remedy, repair the Products, replace the Products or provide a refund of the Price for the Products.
 
8. SITE TERMS OF USE
The Terms of Use govern general use of the Site. These Terms and Conditions of Sale form part of the Terms of Use.  By accepting these Terms and Conditions of Sale you confirm your continued acceptance of the Terms of Use.
 
9. PRIVACY POLICY
Our Privacy Policy governs the collection, use, storage and disclosure of personal information by Tronque.  The Privacy Policy forms part of the Terms of Use.
 
10. GOVERNING LAW
These Terms and Conditions of Sale are governed by the laws of New Zealand. The parties submit to the non-exclusive jurisdiction of the New Zealand courts in respect of all matters or disputes connected with these Terms and Conditions of Sale. 
 
11. AMENDMENTS
We may amend these Terms and Conditions of Sale from time to time by including an updated version on the Site (but, unless you agree otherwise, no such amendment will apply in respect of any order placed prior to the updated version of these Terms and Conditions of Sale being posted on the Website).
 
12. INTERPRETATION
In these Terms and Conditions of Sale, unless the context otherwise requires:
 
12.1 you means the individual who accesses and/or uses the Site and/or places orders for Products; or where an individual accesses and/or uses the Site and/or places orders for Products for or on behalf of an organisation, that organisation (and references to your and yourself have corresponding meanings);
 
12.2 all monetary amounts on the Site, in these Terms and Conditions of Sales or on an order for Products are stated in New Zealand currency; and
 
12.3 includes or including (or any similar expression) is deemed to be followed by the words without limitation.
 
13. Promotions
Scar Concentrate 90 Day Return Policy

  • If you’re not completely satisfied within 90days of using Scar Concentrate, you may return it for any reason. You are also entitled to a full refund.
  • Great things take time! To be eligible for return, you must have been using Scar Concentrate twice a day until the product is finished. It can take any time between 1-2 months for your body to adjust to scar and pigmentation changes. If you are not completely satisfied after this trial period, contact us within 90days of purchase to initiate a return.
  • We never resell a used product!
  • We work hard to make the returns process as seamless as possible by providing free returns New Zealand-wide. Once you contact us, we will provide you with a pre-paid postal label. Just attach the pre-paid label to the box and pop the product in the post back to us. Once posted, just email us a photo of the lodgement receipt so we can monitor the tracking, we will then process your refund once the parcel reaches us.
  • Please note that, in all cases, the original receipt showing proof of purchase is required.
  • This policy is limited to one (1) return of maximum two (2) products to be returned or exchanged per household. All returns are only applicable to a customer's first order. Please contact us directly in no later than 90days after the delivery of your product.
  • ‘This policy is limited to one (1) return of maximum two (2) Scar Concentrates’.
  • Only available through our online store. This policy is not valid for our retailers.
 
Exfoliating Serum Buy One, Get One Free T&C’s 
  • Promo applies while stock last and only for promo product
  • Valid at Tronque.com
  • Buy One Get One Exfoliating Serum free promo mechanism:
    • Of the 1 sale products purchased, one Exfoliating Serum (value $145) is given free.
  • Cannot be combined with other promotions. 
  • Promos may change without prior notice
  • Only available in our online store.
 
Scar Concentrate 90 Day Return Promo
  • If you’re not completely satisfied within 90days of using Scar Concentrate, you may return it for any reason. You are also entitled to a full refund.
  • Great things take time! To be eligible for return, you must have been using Scar Concentrate twice a day until the product is finished. It can take any time between 1-2 months for your body to adjust to scar and pigmentation changes. If you are not completely satisfied after this trial period, contact us within 90days of purchase to initiate a return.
  • We never resell a used product!
  • We work hard to make the returns process as seamless as possible by providing free returns New Zealand-wide. Once you contact us, we will provide you with a pre-paid postal label. Just attach the pre-paid label to the box and pop the product in the post back to us. Once posted, just email us a photo of the lodgement receipt so we can monitor the tracking, we will then process your refund once the parcel reaches us.
  • Please note that, in all cases, the original receipt showing proof of purchase is required.
  • This policy is limited to one (1) return of one (1) product to be returned or exchanged per household.
  • All returns are only applicable to a customer's first order. Please contact us directly in no later than 90days after the delivery of your product.
  • ‘This policy is limited to one (1) return of maximum one (1) Scar Concentrate’.

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