Refund policy

At THBGB.SHOP, customer satisfaction is our top priority. We strive to provide high-quality products and ultra-fast local service. If you are not completely satisfied with your purchase, our Return & Refund Policy outlines how we can assist you.

Our policies comply fully with the Australian Consumer Law (ACL).

1. 30-Day Money-Back Guarantee (Change of Mind)

We want you to shop with confidence. If you simply change your mind, you may return eligible items within 30 days of receiving your order, subject to the following conditions:

Items must be unused, unworn, and in their original packaging with all tags attached.
Items must be in a resalable condition.
Proof of purchase (such as your order number or order confirmation email) must be provided.

Note on Change of Mind Returns:

Return shipping fees for "change of mind" returns are the responsibility of the customer.
Original shipping fees (if applicable) are non-refundable.

2. Damaged, Defective, or Incorrect Items

Under 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.

If your item arrives damaged, defective, or incorrect:

Contact us within 7 days of delivery at support@thbgb.shop.
Provide your order number, a brief description of the issue, and clear photos or videos showing the damage/defect.
Once verified, we will arrange a free replacement or a full refund (including standard return shipping costs).

3. Non-Returnable Items

For hygiene and safety reasons, certain types of goods cannot be returned for "change of mind":

Perishable goods (such as food, flowers, or plants).
Personal care items, undergarments, and swimwear (if seals or packaging are broken).
Gift cards or downloadable software products.
Clearance or final sale items (unless faulty or damaged).

4. Refund Process

Once your returned item is received and inspected at our Australian warehouse, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method within 3–5 business days.
Depending on your bank or payment provider, it may take additional time for the funds to clear into your account.

5. How to Initiate a Return

To start a return process, please follow these steps:

Email our support team at support@thbgb.shop with your Order Number and reason for return.
Our customer service team (backed by our 100+ local support staff) will review your request and provide a Return Authorization Number (RMA) and local return shipping instructions.
Package the item securely and ship it to our processing address: