Returns & Exchanges

We want you to feel confident when ordering from Thea With Love.

If something isn’t quite right, we’re here to help.

This policy includes our voluntary change-of-mind return policy. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

Change of Mind Returns

We offer approved change-of-mind returns for store credit within 14 days of delivery.

To be eligible for a change-of-mind return, items must be:

• Unworn, unused and unwashed
• In their original condition
• With all original tags attached
• Free from marks, stains, odours, pet hair or other signs of wear or use
• Returned with any original accessories or product packaging supplied with the item

Items that do not meet these conditions may not be accepted under our voluntary change-of-mind return policy.

The customer is responsible for return postage costs. We strongly recommend using a tracked postal service, as the return remains the customer’s responsibility until it is received by Thea With Love.

Handling & Processing Fee

For approved change-of-mind returns, a handling and processing fee equal to 10% of the value actually paid for the item or items being returned will be deducted from the store credit issued.

The handling and processing fee is limited to a maximum of $15 per approved return request.

This means the fee will never be more than $15 for that approved return request, regardless of the value of the approved returned items.

For example:

• $60 returned value = $6 fee
• $100 returned value = $10 fee
• $150 returned value = $15 fee
• $200 returned value = $15 fee

If only part of an order is returned, the fee is calculated only on the value actually paid for the item or items being returned, not on the full original order value.

The fee helps cover the inspection, administration and processing of voluntary change-of-mind returns.

This fee does not apply where a customer is entitled to a remedy under Australian Consumer Law.

Partial Returns

If only part of an order is returned, store credit is calculated using the value actually paid for the approved returned item or items.

The value of the items retained by the customer may also be reviewed to determine whether the original order still qualifies for any free-shipping threshold, bundle price, multi-buy offer or promotional discount that applied when the order was placed.

Any applicable adjustment will be clearly shown when the return is processed.

Free Shipping & Partial Returns

Our current free standard shipping threshold within Australia is $155.

If the free-shipping threshold changes in the future, any return will be assessed using the threshold that applied when the original order was placed.

If the Entire Order Is Returned

If an order qualified for free shipping and the entire order is later returned for voluntary change of mind, the actual original shipping cost paid by Thea With Love to send the order will be deducted from the store credit issued.

This shipping adjustment is separate from any applicable handling and processing fee.

If Part of the Order Is Returned

If an order qualified for free shipping and a partial change-of-mind return reduces the value of the items kept below the free-shipping threshold that applied when the order was placed, the actual original shipping cost paid by Thea With Love to send the order will be deducted from the store credit issued.

If the value of the items kept remains at or above the free-shipping threshold that applied when the order was placed, no free-shipping adjustment will apply.

Example

If the free-shipping threshold was $155 when the order was placed:

• Original order value: $180
• Item returned: $40
• Items kept: $140

Because the retained order value is below the original $155 free-shipping threshold, the actual original shipping cost paid by Thea With Love will be deducted from the store credit.

If the value of the items kept remains at or above $155, no free-shipping adjustment applies.

These free-shipping adjustments apply only to voluntary change-of-mind returns and do not limit rights or remedies under Australian Consumer Law.

Orders Where the Customer Paid Shipping

For voluntary change-of-mind returns, original shipping charges paid by the customer are not included in the store credit.

If only part of the order is returned, store credit is calculated on the approved returned item or items, less any applicable adjustments under this policy.

This does not limit any rights or remedies available under Australian Consumer Law.

Bundles, Multi-Buy Offers & Promotional Discounts

If an order received bundle pricing, a multi-buy discount, quantity discount or other promotional discount, and a partial change-of-mind return means the items kept no longer qualify for the original offer, the return will be recalculated based on:

• The items retained by the customer
• The quantity retained
• The offer conditions that applied when the original order was placed
• The amount actually paid

Any resulting adjustment to the original discount will be reflected in the store credit issued.

If the items kept still meet the original offer conditions, no bundle or promotional discount adjustment will apply.

Example

If a customer receives a Buy 3 and Save discount and later returns one item, leaving only two items, the retained items may no longer qualify for the original Buy 3 discount.

In that situation, the return will be recalculated to reflect the price that would have applied to the retained items based on the original promotion conditions.

Where a return changes eligibility for free shipping, bundle pricing, multi-buy pricing or promotional discounts, store credit will be calculated based on the items retained and the offer conditions that applied when the order was placed.

Any applicable adjustment will be clearly shown when the return is processed.

Gift Box Returns & Change of Mind

At Thea With Love, each gift box is carefully prepared and beautifully presented to create a special gifting experience.

Gift boxes may be returned under our voluntary change-of-mind policy within 14 days of delivery, provided all applicable return conditions are met.

Where originally supplied as part of the gift box, the following must be returned:

• Magnetic presentation gift box
• All clothing and accessories originally included in the gift box
• Original tags
• Ribbon
• Gift card
• Tissue paper
• Presentation pieces
• Any other included gift-box components or packaging

The gift box and returned contents must be:

• Unused
• Unworn
• Unwashed
• Unmarked
• Undamaged after delivery
• Complete
• In their original condition

Gift Boxes That Cannot Be Accepted for Change of Mind

We cannot accept a voluntary change-of-mind gift-box return where:

• The magnetic presentation gift box has been written on
• The gift box has been personalised or permanently altered
• The gift box has been damaged after delivery
• Any returned clothing or accessory has been worn, washed or used
• Original tags have been removed
• Required items are missing
• Required accessories are missing
• Required presentation components are missing
• The return otherwise does not meet the conditions of our voluntary change-of-mind policy

These conditions do not limit rights or remedies available under Australian Consumer Law.

Gift Box Packaging & Transit Protection

Every Thea With Love gift box is carefully inspected before dispatch.

The magnetic presentation gift box is then securely packed inside a separate protective outer shipping carton, with protective packaging used to help protect the presentation box and its contents during transit.

The presentation gift box and the protective outer shipping carton serve different purposes.

Damage to the outer shipping carton alone does not necessarily mean that the magnetic presentation gift box or the products inside are damaged.

Claims of Gift Box Damage on Arrival

If a parcel arrives with visible damage, please photograph the outer shipping carton before opening it where reasonably possible and contact Thea With Love as soon as possible.

For a claim that a gift box or its contents arrived damaged, we may request:

• Your order number
• Clear photographs of the outer shipping carton
• Photographs showing all sides of the outer shipping carton
• Photographs of any visible crushing, dents, tears, punctures, moisture damage or other transit damage
• Photographs showing the parcel and packaging as received
• Photographs of the internal protective packaging
• Photographs of the inner magnetic presentation gift box
• Close-up photographs of the specific damage being claimed
• Photographs of any affected contents
• A brief description of the issue and when it was first noticed

Where reasonably possible, please retain the outer shipping carton, internal protective packaging, magnetic presentation gift box and affected contents while the matter is being assessed.

Where the outer shipping carton shows no visible damage but damage to the inner magnetic gift box is claimed, we may request additional photographs or information to help us understand and assess the circumstances.

Providing photographs and retaining the packaging helps us assess the issue and, where appropriate, investigate the matter with the delivery carrier.

Nothing in this section limits rights or remedies available under Australian Consumer Law.

Claims Relating Only to the Presentation Gift Box

Where a claim relates only to damage to the magnetic presentation gift box, and the clothing, accessories and other products inside are unaffected, the issue will be assessed in relation to the affected presentation gift box and the circumstances of the claim.

Damage affecting only the presentation gift box does not automatically entitle the customer to return unaffected clothing, accessories or other unaffected products for a full refund.

Depending on the nature and extent of the issue and any rights that apply under Australian Consumer Law, an appropriate resolution may include:

• Replacement of the affected presentation gift box where reasonably available
• A partial refund
• Store credit
• Another appropriate resolution based on the circumstances

A claim of damage does not automatically result in a full refund of the complete gift-box order. The appropriate outcome depends on the nature and extent of the issue and any rights or remedies that apply under Australian Consumer Law.

If a customer also wishes to return unaffected clothing, accessories or other products because they no longer wish to keep them, those items will be assessed separately under our voluntary change-of-mind return policy.

Nothing in this section limits rights or remedies available under Australian Consumer Law.

Damage Occurring After Delivery

Thea With Love is not responsible under our voluntary change-of-mind policy for damage occurring after successful delivery due to circumstances such as:

• Mishandling
• Crushing
• Moisture exposure
• Writing on the gift box
• Incorrect storage
• Damage caused when opening or removing packaging
• Other events occurring after delivery

This does not limit any rights or remedies available under Australian Consumer Law where goods were genuinely faulty, damaged on arrival or otherwise failed to meet a consumer guarantee.

Personalised or Customised Items

Items that have been personalised, customised or permanently altered at the customer’s request cannot be returned for simple change of mind.

This may include:

• Personalised names
• Custom wording
• Custom embroidery
• Permanent personalisation
• Writing added at the customer’s request

This does not limit rights or remedies available under Australian Consumer Law where a personalised or customised item is faulty or otherwise fails to meet a consumer guarantee.

Gift Messages

A gift message alone does not automatically prevent otherwise eligible products from being considered for a change-of-mind return.

However, any written-on, personalised or altered presentation component must meet the applicable gift-box return conditions.

Exchanges

If you need a different size or style, please contact us before returning the item.

Eligible voluntary size or style changes are processed by:

1. Receiving the original item
2. Inspecting the return
3. Approving the return where all applicable conditions are met
4. Issuing store credit after applicable adjustments
5. Allowing the customer to place a new order for their preferred size or style

The applicable 10% handling and processing fee, up to a maximum of $15 per approved return request, applies to voluntary change-of-mind returns processed for store credit.

The customer is responsible for return postage and any shipping charges applying to the new order.

If the original order received free shipping, bundle pricing, a multi-buy discount or another promotion, the applicable sections of this policy may also apply.

These conditions do not apply where inconsistent with a customer’s rights or remedies under Australian Consumer Law.

Multiple Items Returned Together

Where multiple eligible items from the same order are submitted together under one approved return request, the handling and processing fee is calculated at 10% of the combined value actually paid for those returned items, up to a maximum of $15 for that approved return request.

Separate Return Requests

The maximum $15 handling and processing fee applies per approved return request.

If items are returned separately under different return requests, each return request may be assessed separately under the policy and conditions applying to that return.

Sale & Discounted Items

Items purchased on sale or at a discounted price may be considered under our voluntary change-of-mind return policy, provided they meet all applicable return conditions.

Approved change-of-mind returns for sale or discounted items are issued as store credit based on the amount actually paid for the returned item, not the original full price.

The applicable handling and processing fee and any other relevant adjustments under this policy may apply.

If a return changes eligibility for a bundle, multi-buy or promotional discount, the applicable promotional adjustment section of this policy may also apply.

Sale or discounted items remain covered by Australian Consumer Law. A reduced price does not remove a customer’s rights where an item is faulty, incorrectly described or otherwise fails to meet a consumer guarantee.

Items Sold With a Clearly Disclosed Imperfection

From time to time, Thea With Love may offer selected items at a reduced price because they have a specific, clearly disclosed imperfection.

Any known imperfection will be clearly described on the product page before purchase so customers can make an informed decision.

An item purchased with a clearly disclosed imperfection cannot be returned or claimed as faulty solely because of that same disclosed imperfection.

For example, if a specific cosmetic imperfection is clearly disclosed before purchase, that same disclosed imperfection is not treated as a new or undisclosed fault after purchase.

However, if the item has a different issue that was not disclosed before purchase, or otherwise fails to meet a consumer guarantee under Australian Consumer Law, the customer’s rights remain unaffected.

Nothing in this section excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Return Period for Gifts

We understand that gifts may be sent directly to the recipient or delivered to the purchaser to give at a later date.

The 14-day voluntary change-of-mind return period begins from the date the order is delivered.

• If the order is sent directly to the recipient, the 14-day period begins when delivered to the recipient’s address.
• If the order is delivered to the purchaser to gift later, the 14-day period begins when delivered to the purchaser.

The 14-day period applies only to our voluntary change-of-mind policy and does not limit rights or remedies that may apply under Australian Consumer Law.

Late Change-of-Mind Requests

Change-of-mind return requests made outside the 14-day period may be declined.

This 14-day limit applies only to our voluntary change-of-mind policy.

It does not impose a 14-day limit on any rights or remedies that may apply under Australian Consumer Law.

Store Credit

Approved change-of-mind returns are issued as store credit, not a cash refund.

Store credit is issued only after:

• The return has been received
• The returned item or items have been inspected
• The return has been approved under this policy
• Any applicable adjustments have been calculated

Please allow up to 7 business days after we receive the return for inspection and processing.

Faulty, Incorrect, Damaged or Non-Compliant Items

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

If an item is faulty, incorrectly described, damaged on arrival, does not meet an applicable consumer guarantee, or we have sent the incorrect item, please contact us so we can assess the issue and provide an appropriate remedy.

Depending on the circumstances and Australian Consumer Law, an appropriate remedy may include repair, replacement, refund or another applicable remedy.

Where a customer is entitled to a remedy under Australian Consumer Law, the voluntary change-of-mind conditions in this policy will not be applied in a way that removes or restricts that entitlement.

This includes, where applicable:

• The 10% handling and processing fee
• Change-of-mind shipping adjustments
• The 14-day change-of-mind period
• Store-credit-only conditions

Return Postage

For voluntary change-of-mind returns:

• The customer is responsible for return postage
• We strongly recommend tracked postage
• The return remains the customer’s responsibility until received by Thea With Love

For faulty, incorrect or other goods where rights or remedies apply under Australian Consumer Law, return-cost responsibilities will be handled according to the circumstances and applicable legal obligations.

How to Request a Return

Please email us before sending any return.

Email: hello@theawithlove.com.au
Subject: RETURN #OrderNumber

Please include:

• Full name
• Order number
• Item or items you wish to return
• Reason for return

For damaged or faulty items, photographs may help us assess the issue more quickly.

Once your return request has been reviewed, we will provide return instructions where applicable.

Please do not send a return before contacting us.

Need Help?

If you’re unsure about sizing, fit or choosing the right piece, please contact us before ordering. We’re happy to help.

Email: hello@theawithlove.com.au