Returns & Warranty Policy

This Returns & Warranty Policy (“Policy”) applies to all purchases made with THDR Group Pty Ltd (“we,” “our,” or “us”), whether through our website, email, telephone, or face-to-face. By purchasing from THDR Group Pty Ltd, you agree to the terms outlined in this Policy.

Please carefully review this Policy before making a purchase, as it outlines your rights and responsibilities in relation to returns and warranty claims.

1. Consumer Guarantees Under Australian Consumer Law (ACL)

Our products and services come with guarantees that cannot be excluded under Australian Consumer Law. We comply fully with our obligations under ACL.

However, this Policy does not cover circumstances beyond Australian Consumer Law requirements or those instances described below as exceptions.

Under ACL, you have specific rights if a product or service has a major failure or does not comply significantly with descriptions or guarantees. In such cases, remedies include refunds, replacements, or repairs, and compensation for any reasonably foreseeable loss.

For minor issues, we may choose to repair the goods or services within a reasonable timeframe. A refund or replacement will only be considered if we cannot reasonably rectify the issue within an appropriate timeframe.

Should a conflict arise between this Policy and ACL, ACL will prevail.

For detailed information on your rights and guarantees under ACL, please visit the Australian Competition and Consumer Commission (ACCC) website.

2. Our Limited 90-Day Warranty

In addition to your statutory rights, THDR Group Pty Ltd provides a limited 90-day warranty on all products purchased from us, commencing from the date of delivery.

• This warranty exclusively covers defects and material failures arising from normal use, including normal wear and tear, during the first 90 days after purchase.
• THDR Group reserves sole discretion to determine whether your claim fits within the warranty period and terms.
• You must notify us in writing immediately upon discovering any defect or issue that may qualify under this warranty; delayed notification may result in voiding the warranty claim.
• Evidence of regular maintenance, care, proper use, and storage may be required when assessing warranty claims. We reserve the right to refuse claims if such evidence is unsatisfactory or unavailable.

Claims lodged after the 90-day period or without appropriate documentation may be denied in line with ACL guidelines.

3. Change of Mind & Price Matching

To keep ensuring the very best value and quality, THDR Group does not offer refunds, exchanges or credit if you simply change your mind, incorrectly ordered the product, or found a cheaper price elsewhere after your purchase.

4. Products Damaged During Delivery

If your ordered product has visible damage upon receipt:

• Notify us immediately or at most within 7 days from the date you receive the product.
• Provide clear, photographic evidence of the damage along with proof of purchase and details about the delivery.
• Return the item with all original packaging and accessories.
• Failing to follow the steps outlined above within 7 days of receipt will result in refusal of your claim.

We will assess your claim and, only following our approval and determination, provide a replacement, repair, or refund.

5. Exceptions & Limitations

THDR Group Pty Ltd retains absolute discretion to deny your claim for repair, replacement, or refund if we have reasonable grounds to believe:

• The product issue has resulted through misuse, inappropriate handling, intentional damage, accidental damage after delivery, or neglect on your part.
• You were informed or reasonably aware of the issue at the time of your purchase.
• You requested a service or product alteration against our clear recommendations or directions.
• You have not complied with instructions for use, care, or maintenance of the product available on our website or provided with the product.
• You have failed to notify us promptly about the issue within reasonable timelines outlined by ACL.

6. Return Shipping & Costs

• Unless otherwise required by ACL, you are responsible for the initial costs and organisation relating to returning the goods to us.
• Only if your product is proven eligible under ACL guarantees or this Policy will your reasonable costs of returning the product (standard shipping only) be reimbursed.
• If after inspection, claims are ineligible for remedy under ACL or this Policy, you must cover all inspection, collection, and transportation costs incurred.

If the return involves a bulky or difficult-to-return product, you must consult us first so that we can organise transport—failure to do so may void your claim or significantly delay the return process.

7. Refund Method & Processing

All approved refunds will generally be made via your original payment method. Alternate refund methods are solely at our discretion. Allow up to 10 business days for the refund to be processed after approval.

8. Proof of Purchase & Identification

To protect THDR Group from fraudulent and unreasonable claims, all claims require valid original purchase documentation (such as receipts, invoices, or transaction statements). We may also request government-issued photographic ID to verify your claim. Claims lacking adequate proof of purchase or identification may be denied.

9. Response Time

We endeavour to promptly respond to and resolve legitimate warranty and refund claims, typically within 5-7 business days, upon receiving your claim.

However, please note that additional time may sometimes be necessary for complex matters or product inspection. Clear, concise, and complete information from you can expedite resolution.

10. Lodging a Warranty or Return Claim

To lodge a claim, email us promptly at [email protected] with your proof of purchase, photos (if applicable), clear details regarding the issue, and your contact information. We will advise you on next steps after an initial assessment.

No return will be accepted without prior consultation and written approval from our customer service team.

11. Contact Information

For any questions related to this Policy or to lodge a claim, please contact us:

THDR Group Pty Ltd Email: [email protected]

---

Policy Modification & Updates: We reserve the right to revise, update, or modify this Policy at any time, without prior notice.

By purchasing from THDR Group Pty Ltd, you confirm that you have read, understood, and agree to all terms in this refund and warranty policy.