Refund policy

Last updated: 7 August 2026

This Returns & Warranty Policy ("Policy") applies to all purchases made with THDR Australia Pty Ltd (ABN 73 695 568 640), trading as THEODORE ("we", "our" or "us"), whether through our website, email, telephone, at an appointment or event, or face-to-face. By purchasing from us you agree to this Policy. Please review it carefully before purchasing. It sets out your rights and responsibilities for returns, fit remedies and warranty claims.

1. Consumer guarantees under the Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law ("ACL"). Nothing in this Policy excludes, restricts or modifies those guarantees, and if there is any inconsistency between this Policy and the ACL, the ACL prevails.

Under the ACL, if a product or service has a major failure you are entitled to remedies that may include a replacement, refund, or compensation for reasonably foreseeable loss. For minor failures, we may choose to remedy the issue by repair, remake or replacement within a reasonable time. For detailed information on your ACL rights, visit the ACCC website.

2. Our Perfect Fit Guarantee

In addition to your ACL rights, made-to-measure suits, shirts and trousers are covered by our Perfect Fit Guarantee:

  • If the fit of your made-to-measure garment is not right, we will remake the garment free of charge in corrected sizing (remake is our standard first remedy for fit concerns) or, where minor adjustment is more practical, we will reimburse local alteration costs up to $100 (AUD) per garment on presentation of an itemised alteration receipt.
  • Fit claims must be notified within 7 days of delivery, or at the time of your pickup appointment. Claims outside this window may be declined.
  • Where a remake or alteration is provided, we will update your measurement profile so future orders reflect the corrected sizing.
  • The Guarantee covers fit against the measurements captured or approved for your order. It does not cover changes in your measurements after delivery, styling preferences contrary to the specifications you approved, or garments altered by third parties beyond the reimbursed adjustment.

3. Our limited 90-day warranty

In addition to your ACL rights, we provide a limited warranty on all products for 90 days from delivery, covering defects in materials and workmanship arising from normal use.

  • You must notify us in writing promptly on discovering a defect; delayed notification may void a claim under this warranty.
  • We may require evidence of proper use, care and storage in line with the care instructions provided with the product or on our website, and we reserve the right to decline claims where such evidence is unsatisfactory or unavailable.
  • We retain discretion to determine whether a claim falls within this warranty. Claims outside the 90-day period, or without appropriate documentation, may be declined. Your ACL rights are unaffected.

4. Change of mind

Because our garments are made to order, cut and produced individually to your measurements and specifications, we do not offer refunds, exchanges or credit for change of mind, incorrect ordering, or finding a lower price elsewhere. This includes changes of mind about fabric, styling options and customisations after production has commenced. Sale and clearance items and gift cards are not refundable for change of mind. Your ACL rights are unaffected.

5. Products damaged in transit

If your order arrives with visible damage:

  • notify us within 7 days of receipt at hello@thdr.co;
  • provide clear photographs of the damage, the packaging, and your proof of purchase; and
  • retain the item, all packaging and accessories until the claim is assessed.

Claims made outside this window, or without the required evidence, may be declined. On approval we will provide a remake, repair, replacement or refund as appropriate.

6. Exceptions

To the extent permitted by the ACL, we may decline a claim for repair, remake, replacement or refund where we have reasonable grounds to believe:

  • the issue results from misuse, inappropriate handling or laundering, accidental or intentional damage after delivery, or neglect;
  • you were made aware of the particular issue before purchase (for example, a disclosed fault on a sale item);
  • the garment was produced to specifications, measurements or instructions you provided or approved, against our recommendation;
  • care instructions provided with the product or on our website were not followed;
  • the garment has been altered by a third party (other than reimbursed alterations under the Perfect Fit Guarantee); or
  • you did not notify us within the timeframes set out in this Policy or reasonable timeframes under the ACL.

7. Return shipping and costs

Unless the ACL requires otherwise, you are responsible for arranging and paying for the return of goods to us, and no return will be accepted without prior written approval from our customer service team. Where your claim is accepted under the ACL or this Policy, we will reimburse reasonable standard return shipping costs. If on inspection a claim is not eligible, you are responsible for inspection and transport costs, and for bulky items you must consult us before returning so we can arrange transport.

8. Refund method and processing

Approved refunds are made to the original payment method unless we agree otherwise. Please allow up to 10 business days for processing after approval. Where an order was paid using a gift card or promotional credit, that portion is refunded as store credit.

9. Proof of purchase and identification

All claims require valid proof of purchase (order confirmation, receipt or transaction record). To protect against fraudulent claims we may also request government-issued photo identification. Claims without adequate proof of purchase or identification may be declined.

10. Lodging a claim

Email hello@thdr.co with your order number, photographs (where applicable), a clear description of the issue and your contact details. We aim to respond within 5 to 7 business days; complex matters or garment inspection may take longer. Clear and complete information helps us resolve your claim faster.

11. Contact and changes

THDR Australia Pty Ltd (THEODORE) · 88 Pitt Street, Redfern NSW 2016, Australia · hello@thdr.co · 1300 395 829 (AU) / +61 2 9136 2520.

We may revise this Policy at any time by publishing the updated version on our website; the version in force at the time of your purchase applies to that purchase.