If something's wrong, we'll sort it.
Two policies, one page. Use the cards below to jump to the one that applies to you — or scroll through both. Either way, every claim is handled personally by our Sydney team.
Arrived damaged, faulty or wrong?
If there's an issue with the product when it arrives, we'll refund or replace it within 30 days of delivery.
Go to refunds 24-month warrantyIssue appeared later?
Manufacturing defects that show up in the months after delivery are covered under our 24-month warranty.
Go to warrantyAt Trynexy, customer satisfaction is important to us. We offer refunds or replacements for items that arrive damaged, faulty, or incorrect within 30 days of delivery.
You're eligible for a refund or replacement if:
How to start a refund claim
Contact us at support@trynexy.com within 30 days of delivery. Include photos or a video of the issue.
We don't offer refunds for:
Return shipping
Refund processing time
Approved refunds are processed to your original payment method.
Every Smart Vacuum Backpack™ comes with a 24-month limited warranty covering manufacturing defects that appear within two years of delivery. We stand behind the quality and durability of what we build.
What's covered
What's not covered
How to make a warranty claim
If you experience an issue, contact us at support@trynexy.com and include:
Warranty review time
We usually review warranty claims within 2–3 business days and provide a repair or replacement if the defect is covered. Replacement parts or items may be new or refurbished to the same quality standard.
Nothing on this page excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded — including guarantees of acceptable quality, fitness for purpose, and matching their description.
Both the 30-day refund policy and the 24-month warranty are offered in addition to these statutory rights, not in place of them. For the full statement, see our Terms & Conditions.
If something isn't right, we'll make it right.
We're travellers ourselves — we know how important reliable travel gear is. A bag that fails at the airport isn't just an inconvenience, it's a ruined trip.
That's why we built the Nexy to last, and why every claim — refund or warranty — gets a human reply from our Sydney team. That's the Trynexy Guarantee.
One email, one inbox.
Whether it's a refund or a warranty claim, send it to the address below. We'll figure out which policy applies and take it from there.
support@trynexy.com