Refund policy

 

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a replacement, repair, or refund if a product is faulty, not as described, or unfit for its intended purpose. These consumer guarantees cannot be excluded, restricted, or modified.

You are not entitled to a refund or exchange if you simply change your mind.

30-Day Return Window

If your item is eligible for return, you must lodge your request within 30 days of receiving your order. Please ensure items are:

  • Unused and in original condition

  • In original packaging with all tags/labels intact

  • Accompanied by proof of purchase

We reserve the right to decline returns that don’t meet these conditions.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty or defective

  • Damaged in transit

  • Incorrect or not as ordered

Please email us at enquiries@theoraandco.com.au] within 7 days of receiving your item. Include:

  • Your order number

  • A brief description of the issue

  • Clear photos showing the fault/damage

We’ll cover the return shipping costs for faulty or incorrect items and work to resolve the issue quickly with a refund, replacement, or store credit.

Change of Mind Returns

We do not offer refunds for change of mind purchases. In certain cases, we may offer a store credit or exchange at our discretion. Return shipping for change of mind is the responsibility of the customer.

Please note:

  • Sale items, earrings, beauty/skincare products, and personalised items are final sale and cannot be returned unless faulty.

  • We do not accept returns on items that show signs of wear, damage, or have been altered.

Processing Time

Once we receive your return and confirm it meets the eligibility criteria, we’ll process your refund, credit or replacement within 5 business days. Refunds will be returned to your original payment method.

Need Help?

If you have any questions or want to start a return, contact our customer care team:

📧 support@theoraandco.com.au
📦 Please include your order number for faster assistance.

Theora & Co is committed to making sure every customer feels confident shopping with us. Thank you for your support.