Refund policy

Returns & Refunds Policy

Overview

We want you to be happy with your purchase. This policy outlines your rights and our obligations regarding returns, refunds, and exchanges in accordance with Australian Consumer Law.

Nothing in this policy limits your rights under Australian Consumer Law.

1. Faulty, Damaged or Not as Described Items

If an item is:

  • Faulty

  • Damaged in transit

  • Not as described

  • Incorrect item supplied

You are entitled to a remedy under Australian Consumer Law.

What we will do

Where a product has a major fault, you may choose:

  • A full refund, or

  • A replacement, or

  • A store credit

For minor faults, we may offer:

  • Repair

  • Replacement

  • Refund

Return postage

If the return is due to a fault, damage, or error on our part:

  • We will cover all return postage costs.

  • We may provide a prepaid return label where possible.

Timeframes

Please contact us within a reasonable time of receiving the item so we can assist promptly.

2. Change of Mind Returns

We understand that sometimes purchases don’t work out. We accept change-of-mind returns subject to the conditions below.

Eligibility

Change-of-mind returns must:

  • Be requested within 30 days of delivery

  • Be unused and in original condition

  • Include original packaging, tags, and accessories

  • Not be damaged after delivery

We reserve the right to refuse returns that do not meet these conditions.

Return postage

For change-of-mind returns:

  • The buyer is responsible for return postage costs.

  • Original shipping costs are non-refundable.

Refund amount

Approved returns will be refunded:

  • Less the original shipping cost paid at checkout.

If free shipping was provided, we reserve the right to deduct the actual outbound shipping cost from the refund.

3. Non-Returnable Items

Unless faulty or not as described, we do not accept returns on:

  • Used items

  • Clearance or final sale items

  • Gift cards

  • Personalised or custom products

  • Hygiene or personal use items (where applicable)

4. Return Process

To request a return:

  1. Contact us at: info@thrshld.com.au

  2. Provide your order number and reason for return

  3. Wait for return approval and instructions

  4. Send the item back as directed

Unauthorised returns may not be accepted.

5. Refund Processing Time

Once your return is received and inspected:

  • Refunds are processed within 3–5 business days.

  • Funds are returned via the original payment method.

  • Your bank or payment provider may take additional time to process the refund.

6. Exchanges

We do not offer direct exchanges.

If you require a different item, please:

  1. Return the original item (if eligible), and

  2. Place a new order.

7. Proof of Purchase

All returns and refunds require valid proof of purchase (order number, receipt, or invoice).

8. Contact Us

If you have any questions about returns or refunds, please contact:

[Business Name]
Email: info@thrshld.com.au
Website: thrshld.com.au