Refund policy
Change-of-mind returns
Down Under Thunder accepts change-of-mind returns within 30 days of delivery when the item is unopened, unused and in its original packaging.
For an eligible change-of-mind return, you may choose a refund or exchange.
For hygiene reasons, opened or used intimate products are not eligible for a change-of-mind return. This restriction applies only to change-of-mind returns and does not remove any rights you may have if a product is faulty, unsafe, damaged, incorrect, misdescribed or otherwise does not meet the consumer guarantees under the Australian Consumer Law.
Please contact us before returning an item so we can provide return instructions. We may ask for proof of purchase.
Change-of-mind return postage
You are responsible for the cost of returning an eligible change-of-mind item to Down Under Thunder. We recommend using a trackable postage service and keeping your proof of postage.
Faulty, damaged or incorrect items
If you believe an item is faulty, damaged, incorrect or otherwise has a problem, please contact us with your order details and a description of the issue.
We may ask for photographs, video or other reasonable information where this helps us assess the problem. We may also need to inspect the item before confirming the appropriate remedy.
Your rights for goods that do not meet the consumer guarantees are determined by the Australian Consumer Law and are separate from our voluntary 30-day change-of-mind policy.
Depending on the nature of the problem and the rights that apply, a remedy may include a repair, replacement, refund or another remedy available under Australian Consumer Law.
We do not limit Australian Consumer Law rights to a 14-day or 30-day warranty period.
Original packaging and faulty products
The unopened and original-packaging requirements above apply to change-of-mind returns. A product does not need to remain unopened or in its original packaging simply because you are seeking a remedy for a genuine product problem, although we may ask for reasonable proof of purchase.
Return costs for faulty products
For products that can be posted or easily returned, you may need to send the item back for assessment. If the product is confirmed to have a problem covered by your consumer rights, reasonable return costs you have paid will be reimbursed. Please keep your postage or transport receipt.
Misuse or accidental damage
Consumer remedies may not apply where a problem was caused by misuse, accidental damage or use of the product in a way it was not designed to be used. This does not affect any rights that otherwise apply under Australian Consumer Law.
Australian Consumer Law
Your consumer-guarantee rights under the Australian Consumer Law apply automatically and cannot be excluded by this policy. These rights may continue beyond any voluntary policy period offered by Down Under Thunder.
Our 30-day change-of-mind policy is an additional store policy and does not limit your rights for products that fail to meet the consumer guarantees.
Contact us
For a return, refund, exchange or product issue, please contact us or email admin@downunderthunder.com.au.