Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags attached, and in its original packaging where applicable. You’ll also need your receipt or proof of purchase.

To start a return, contact us at returnrefunds@thanemelbourne.com. Please note that returns must be sent to the following address:

[INSERT RETURN ADDRESS]

Customers are responsible for arranging and paying for return shipping for change-of-mind, sizing, colour, or preference-based returns.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at returnrefunds@thanemelbourne.com.

Incorrect Size or Customer Selection

Please review the product description and size guide carefully before placing your order.

If you select the incorrect size, colour, or product, you may still request a return within our 14-day return window, provided the item meets all return conditions.

Customers are responsible for all return shipping costs associated with incorrect sizing or other customer selection errors. If you would like a different size, colour, or product, a new order must be placed separately.

THANE is not responsible for sizing decisions made by the customer where the product supplied matches the item and size ordered.

Incorrect Shipping Address

Customers are responsible for providing complete and accurate shipping information at checkout.

Please check your shipping address carefully before placing your order. If you notice an error, contact us as soon as possible at contact@thanemelbourne.com.

We will do our best to update the address before fulfilment begins, but changes cannot be guaranteed once an order has entered production, fulfilment, or shipping.

THANE cannot guarantee a refund, replacement, or free reshipment for orders that are lost, returned, delayed, or delivered incorrectly as a result of an incorrect or incomplete address supplied by the customer.

If an order is returned due to an incorrect address, additional shipping charges may apply before the order can be resent.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, incorrectly described, or if you receive the wrong item so we can evaluate the issue and make it right.

Where an item is faulty, damaged, or incorrect, THANE will provide an appropriate remedy in accordance with applicable consumer law, including Australian Consumer Law where applicable.

Where required, THANE will cover reasonable return shipping costs for faulty, damaged, or incorrectly supplied items.

Exceptions / Non-Returnable Items

Items must meet our return conditions to be eligible for a change-of-mind return.

We cannot accept change-of-mind returns for:

Items that have been worn, washed, used, altered, or damaged after delivery
Items with removed tags
Items showing stains, marks, odours, pet hair, or other signs of use
Gift cards
Items clearly marked as Final Sale

Please contact us if you have questions about whether your item is eligible for return.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law or other applicable consumer protection laws.

Exchanges

We do not currently process direct exchanges.

The fastest way to get a different size, colour, or item is to return your original item in accordance with this policy and, once your return has been accepted, place a separate order for the new item.

Order Cancellations

Orders may be cancelled within 1 hour of purchase, provided the order has not already entered production or fulfilment.

To request a cancellation, contact us as soon as possible at returnrefunds@thanemelbourne.com with your order number.

Cancellation requests are not guaranteed once an order has entered production, fulfilment, or shipping.

If your order can no longer be cancelled, you may request a return after receiving it in accordance with our return policy.

European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days of receiving it, without needing to provide a reason, subject to applicable law.

Returned items must be in the same condition in which they were received: unworn, unused, unwashed, with tags attached, and in their original packaging where applicable. You’ll also need your receipt or proof of purchase.