Returns Policy

Updated August 2023


Returns Policy in Accordance with Consumer Guarantees

Our returns policy is designed to complement your rights under the Consumer Guarantees outlined in the Australian Consumer Law. These rights remain unaffected and intact regardless of our policy.


Change of Mind Returns

If you’ve had a change of heart about your purchase, we may offer a refund under the following conditions:

  • The refund request is made within 30 days of the purchase date.
  • You can provide satisfactory proof of purchase.
  • The item is in a saleable condition, meaning it’s unworn or unused, and it retains all original packaging and tags. The product seal must remain unbroken and untampered.
  • The item is not among the excluded items listed below.

Our team will assess the returned item to determine if it meets the criteria for a refund according to our Returns Policy. Please be aware that any express delivery costs are non-refundable for change of mind returns.


Excluded Items from Change of Mind Returns

Please make thoughtful decisions when purchasing items marked as discounted or clearance (labeled as clearance or reduced to clear), as change of mind returns won’t be accepted for these items. Depending on availability, an exchange for an identical item (same style, model, etc.) might be possible.

Returns and exchanges won’t be processed for items falling under the following categories, unless they fail to meet consumer guarantees:

  • Custom-made, monogrammed, personalized, and altered products
  • Personal care products (e.g., beauty products)
  • Alcohol
  • Perishable goods such as flowers or food
  • Gift Cards or vouchers issued by Thankly
  • Merchandise where GST has been claimed under the Tourist Refund Scheme, unless proof of GST repayment upon returning to Australia is provided

Sales to individuals suspected by Thankly to be resellers or bulk purchasers are considered final sales, and the change of mind policy won’t apply.

If satisfactory Proof of Purchase cannot be provided, change of mind returns or exchanges cannot be facilitated.

We value the option to return unwanted items, but to ensure fairness and prevent misuse, fraud, or excessive returns, Thankly reserves the right to decline items returned for Change of Mind if an unreasonable or excessive return pattern is identified. This could also result in restrictions on future transactions.


Refunds and Return Procedures

Refunds for purchases will generally be issued using the original payment method. However, there are exceptions as follows:

  • If a credit or debit card was used for the purchase, the same cardholder and card used for the purchase must be presented for the refund.
  • If the purchase was made using a Thankly Gift Card, a replacement Gift Card may be issued.
  • If a mobile payment or digital wallet service (e.g., Apple Pay, Samsung Pay, Google Pay) was used, the refund will be processed back to the mobile or digital wallet.
  • For online purchases using both a gift card or returns card and AfterPay, the refund will first be provided as a Thankly Gift Card and then as AfterPay for any remaining balance.

Thankly Gift Cards are not exchangeable for different brands, denominations, or types of Gift Cards, nor can they be used for other tenders or discounts.


Gifts and Bundled Items

For items purchased with a gift or bonus offer, the gift or bonus must be returned as well (unless otherwise stated). If the gift or bonus cannot be returned or is not in saleable condition, the refund amount will be reduced by the value of the gift or bonus.

In the case of bundle offers, all items in the bundle must be returned, or the refund will be adjusted based on the value of the unreturned items.

If a bonus Gift Card was received at the time of purchase, it must also be returned with the merchandise to qualify for a full exchange or refund. Any redeemed amount from the bonus Gift Card will be subtracted from the refund.


Proof of Purchase

To request refunds or exchanges, you must provide the Online Tax Invoice issued by Thankly or through our payment processor Stripe (order confirmations will not be accepted). It’s important to note that our team members are not responsible for proving your purchase; you must supply the necessary proof, which our team can then validate.


Consumer Guarantees

As a consumer, you’re entitled to certain guarantees for goods and services purchased from Thankly, known as Consumer Guarantees. These guarantees are not affected by the change of mind policy or limited by a specific timeframe. The duration of these guarantees may vary based on the nature of the goods or service, price paid, and representations made about them.

If you believe an item is faulty or defective, it may be necessary for us to have your goods assessed by the manufacturer or their service agent within a reasonable timeframe. For major failures, you can choose between rejecting the item and seeking a refund, exchange, or repair, or keeping the item and seeking compensation for any value decrease. For minor failures, we may choose to replace the item or offer a full or partial refund at our discretion.

Items damaged due to misuse, neglect, or abnormal use will not be eligible for refund, exchange, or repair.

Goods and services purchased from us come with guarantees that cannot be excluded under the Australian Consumer Law. You have the right to seek a replacement or refund for major failures and compensation for other reasonably foreseeable losses or damages. You’re also entitled to have goods repaired or replaced if they don’t meet acceptable quality standards and the failure isn’t a major one.

For services, if there’s a major failure, you can cancel the service contract with us and receive a refund for the unused portion or compensation for its reduced value. You’re also entitled to compensation for other reasonably foreseeable losses or damages. If the failure isn’t major, you can request timely rectification of the service issue, and if that doesn’t happen, you can cancel the contract and obtain a refund for the unused portion.

Proof of purchase is required for remedies under the Australian Consumer Law.