Refund policy

At Thamaris, we want you to love your new gear. If something isn't right with your order, we'll make it right. This policy explains when you're eligible for a refund and how to request one.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or replaces these rights. This applies to all products we sell, including sale items.

When you're eligible for a refund

We'll refund your order if your item:

arrives faulty or damaged
develops a fault under normal use
is significantly different from its description
is the wrong item
never arrives

No need to send anything back. For eligible refunds, you won't need to return the item to us. Simply send us a few photos or a short video, and we'll take care of the rest. If you'd prefer a replacement instead of a refund, just let us know.

Change of mind

We don't offer refunds or exchanges for change of mind, for example if you ordered the wrong colour or size, or no longer need the item. To help you choose the right product, please check the description, sizes and specifications before ordering, or contact us with any questions. We're happy to help.

This doesn't affect your rights if an item is faulty.

How to request a refund

Email support@thamaris.com with:
- your order number
- a short description of the issue
- clear photos or a short video showing the problem
We'll review your request and reply within 1–2 business days.
Once approved, we'll process your refund straight away.

Refund timing

Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card provider, it may take a few extra days to appear in your account. For refunds due to a faulty, damaged, incorrect or undelivered item, we refund the full amount you paid, including shipping.

Damaged or missing deliveries

If your parcel arrives damaged, or tracking shows it was delivered but you haven't received it, please contact us within 7 days of the delivery date so we can investigate with the carrier as quickly as possible. If your order doesn't arrive, we'll issue a full refund or send a replacement.