Refund policy

Last updated: July 2025

1. Overview

At Thera Sense Store, your satisfaction is important to us. This Return and Refund Policy outlines the terms and procedures for returns, exchanges, and refunds for purchases made through our website. By placing an order with us, you agree to the conditions described below.

2. 30-Day Return Window

You have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must:

  • Be unused, unworn, and unwashed
  • Be in its original condition
  • Include all original packaging and tags
  • Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or may result in a partial refund.

3. How to Start a Return or Request a Refund

To initiate a return or refund request, please contact us at hello@therasensestore.com within 30 days of receiving your order.

Please include the following information:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for your request
  • Clear photos, if applicable (especially for damaged or defective items)

Our team will review your request and provide return instructions. Please do not send any items back until you receive return authorization.

4. Return Shipping Costs

  • If the return is due to our error (wrong, defective, or damaged item), we will provide a pre-paid return label.
  • For change-of-mind returns, incorrect size selection, or preference-based reasons, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once your return is approved, the item must be shipped back within 7 business days.

  • Items must be securely packaged to prevent damage during transit.
  • We strongly recommend using a tracked shipping service.
  • Please share the return tracking number with us once available.

Approved returns must be sent to:

Thera Sense Store
4G/172 Oxlade Drive
New Farm, 4005
Brisbane, Queensland, Australia

6. Exchanges

If you would like to exchange an item (for example, a different size or color):

  • We will confirm availability of the requested item before authorizing the return.
  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
  • Once the original item is received and inspected, we will issue a store credit equal to the product value (excluding any shipping fees).
  • The store credit can be used to place a new order.

If the requested replacement item is out of stock, the store credit may be used for any other product.

6.1 Exchange Processing Time

After we receive and inspect the returned item, the replacement product will be shipped within 5 business days. Delivery times depend on your location, as outlined in our Shipping Policy.

7. Refund Eligibility and Process

Refunds are issued only after the returned item is received and inspected and meets the eligibility conditions described in Section 2.

Refund timeline:

  • Inspection: 1–2 business days after receipt
  • Approval notification: Sent via email
  • Refund issuance: Within 5 business days of approval
  • Bank processing time: 2–7 business days, depending on your payment provider

If more than 15 business days have passed since refund approval and you have not received your refund, please contact us.

8. Partial Refunds or Return Denials

Items returned in used, damaged, or incomplete condition, or without original packaging or tags, may not be eligible for a full refund.

In these cases, we may:

  • Issue a partial refund of up to 50%, or
  • Return the item to you without a refund

The final decision will be based on the item’s condition upon inspection and will be communicated via email.

9. Sale and Promotional Items

Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same conditions as regular-priced items, provided they meet the requirements outlined in this policy.

10. Non-Returnable and Non-Refundable Items

The following items are not eligible for return or refund:

  • Gift cards
  • Items returned in a condition that does not meet the eligibility requirements due to reasons not caused by our error

11. Refund Method

All refunds are processed to the original payment method used at checkout. We do not issue refunds to alternative accounts, prepaid cards, or in cash.

12. International Returns and Refunds

International customers are subject to the same return and refund procedures.

  • For defective, damaged, or incorrectly sent items, we provide return assistance.
  • For all other return reasons, international customers are responsible for return shipping costs.
  • Please mark returned packages as "Returned Merchandise" to help avoid customs charges.
  • Refund processing times may vary depending on your country or payment provider.

12.1 Taxes and Duties

Any applicable taxes included in the product price are considered in the refund or store credit value.

Customs duties or import taxes charged by your country are not refundable, as these fees are collected by local authorities and are outside our control.

13. Lost or Damaged Orders

If your order arrives damaged or is confirmed lost in transit, please notify us within 7 days of delivery or the estimated delivery date.

Once verified with the carrier, we will offer either a replacement or a full refund, based on your preference.

14. Contact Information

If you have questions about returns, exchanges, or refunds, please contact us:

  • Email: hello@therasensestore.com
  • Address: 4G/172 Oxlade Drive, New Farm, 4005 Brisbane, Queensland, Australia
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)