Refund policy

RETURN & REFUND POLICY

Last updated: 26 August 2026

At Hensky Thurs, we want you to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges, refunds and faulty product claims are handled.

This policy applies to purchases made through HenskyThurs.store.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under the Australian Consumer Law are automatic and apply independently of this Return & Refund Policy.

These rights may continue for a reasonable period having regard to factors such as the type of product, its price, quality, expected durability and the circumstances of the purchase.

There is no fixed return period that limits your rights in relation to faulty products under the Australian Consumer Law.

2. Change of Mind Returns

In addition to your rights under the Australian Consumer Law, Hensky Thurs offers a 30-day change of mind return period.

You may request a change of mind return within 30 days of receiving your order.

To qualify for a change of mind return, the product must:

be unworn and unused;
be unwashed;
be in its original condition;
have all original tags attached;
be free from stains, odours, damage or signs of wear; and
be accompanied by satisfactory proof of purchase.

Where reasonably possible, the product should also be returned in its original packaging.

These conditions apply only to change of mind returns and do not restrict any rights you may have under the Australian Consumer Law in relation to faulty or non-compliant goods.

3. Change of Mind Return Shipping

Customers are responsible for return shipping costs for change of mind returns unless otherwise agreed by Hensky Thurs.

We recommend using a tracked shipping service when returning an item.

Hensky Thurs is not responsible for change of mind returns that are lost or damaged while being transported back to us where the return shipping service was arranged by the customer.

Original delivery charges are generally not refundable for change of mind returns.

4. Exchanges

If you purchased an incorrect size, colour or item and the product otherwise meets our change of mind return conditions, you may contact us to request an exchange.

Exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer an alternative item, store credit or refund, depending on your preference and the circumstances of the return.

Exchange rights offered under this section are additional to, and do not limit, your rights under the Australian Consumer Law.

5. Faulty, Damaged or Defective Products

If you believe that a product is faulty, damaged, unsafe, defective, significantly different from its description or otherwise does not comply with the consumer guarantees under the Australian Consumer Law, please contact us at:

support@HenskyThurs.store

Please provide, where reasonably available:

your order number;
your full name;
a description of the problem; and
photographs or videos showing the issue.

Providing photographs or videos can help us assess the issue more quickly but does not remove any rights you may have under the Australian Consumer Law.

We may reasonably inspect or assess a product before determining the appropriate remedy.

6. Major Failures

A product may have a major failure where, for example:

a reasonable consumer would not have purchased it if they had known about the problem;
it is significantly different from its description, sample or demonstration model;
it is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
it is substantially unfit for a specific purpose that was communicated to us and cannot easily be remedied within a reasonable time; or
it is unsafe.

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between:

a refund; or
a replacement of the same type and similar value, where reasonably available.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

Hensky Thurs will not require you to accept store credit instead of a refund where you are legally entitled to a refund under the Australian Consumer Law.

7. Minor Failures

If a problem is minor and can be remedied, Hensky Thurs may choose to:

repair the product;
replace the product; or
provide another appropriate remedy permitted under the Australian Consumer Law.

The remedy must be provided within a reasonable time.

If the problem cannot be remedied, or is not remedied within a reasonable time, you may have additional rights under the Australian Consumer Law, which may include obtaining a refund or replacement.

8. Incorrect Items

If you receive an item that is different from the item you ordered, please contact us as soon as reasonably possible at:

support@HenskyThurs.store

We will review the order and arrange an appropriate remedy.

Where the incorrect item was supplied because of an error by Hensky Thurs or a party fulfilling the order on our behalf, you will not be required to bear reasonable costs associated with correcting that error.

9. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, provide photographs of:

the damaged product;
the shipping packaging;
the shipping label; and
any visible damage to the parcel.

We may use this information to investigate the delivery and assess the appropriate remedy.

Any request that you contact us promptly is intended to assist with our investigation and does not impose a time limit on any rights you may have under the Australian Consumer Law.

10. Return Costs for Faulty Products

If a product can reasonably be posted or returned, you may be required to return it so that we can assess the problem.

If we confirm that the product has a problem for which you are entitled to a remedy under the Australian Consumer Law, Hensky Thurs will reimburse reasonable return postage or transportation costs incurred by you.

Please keep receipts or other evidence of those costs.

Where a faulty product cannot reasonably be returned without significant cost because of its size, nature or the nature of the problem, we will arrange collection at our expense where required under the Australian Consumer Law.

11. Proof of Purchase

We may request reasonable proof that the product was purchased from Hensky Thurs.

Acceptable proof of purchase may include:

an order confirmation;
an order number;
an email receipt;
a payment confirmation;
a credit or debit card statement; or
another document that reasonably demonstrates the purchase.

A product does not need to be in its original packaging in order for a customer to exercise rights relating to a faulty product under the Australian Consumer Law.

12. Sale and Promotional Items

Products purchased during a sale, promotion, clearance event or with a discount code remain protected by the Australian Consumer Law.

We do not exclude refunds, replacements or other remedies for faulty sale or promotional products where the Australian Consumer Law provides such rights.

For change of mind returns only, sale or promotional products must satisfy the eligibility requirements stated in Section 2 of this policy unless otherwise stated at the time of purchase.

13. Final Sale Items

An item described as Final Sale may be excluded from our voluntary change of mind return policy.

However, a Final Sale designation does not remove or restrict any rights or remedies available to you under the Australian Consumer Law if the product is faulty or otherwise fails to comply with a consumer guarantee.

14. Personalised or Customised Products

Personalised, customised or made-to-order products may not be eligible for a change of mind return unless otherwise stated.

This exclusion does not apply where the product is faulty or where you otherwise have a right to a remedy under the Australian Consumer Law.

15. Hygiene-Sensitive Products

For health and hygiene reasons, certain products such as underwear, opened personal-use items or other hygiene-sensitive products may not be eligible for a change of mind return once opened, worn or used.

This restriction applies only to voluntary change of mind returns.

It does not restrict any rights relating to faulty products under the Australian Consumer Law.

16. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

Where a refund to the original payment method is not reasonably possible, we will contact you to arrange an appropriate alternative method.

Where the Australian Consumer Law gives you a right to a monetary refund, we will not substitute that refund with store credit without your agreement.

17. Refund Amounts

For approved change of mind returns, the refund will generally cover the purchase price of the returned product.

Original shipping charges and return shipping charges are generally not refundable for change of mind returns.

Where goods fail to comply with the Australian Consumer Law, refund amounts and any delivery or return costs will be handled in accordance with your rights under the Australian Consumer Law.

Reasonable return costs for confirmed faulty products will be reimbursed where required.

18. Refund Processing

Once an eligible returned product has been received and assessed, we will notify you of the outcome.

Where a refund is approved, Hensky Thurs will process the refund as soon as reasonably practicable.

We aim to process approved refunds within 5 business days.

After a refund has been processed by us, your bank, card issuer or payment provider may require additional time to make the funds available in your account.

Processing times imposed by financial institutions are outside our control.

19. Refused or Unclaimed Deliveries

Where an order is returned to us because:

the customer refused delivery;
an incorrect or incomplete delivery address was provided by the customer;
the parcel was not collected; or
delivery could not be completed for reasons attributable to the customer,

we may treat the return as a change of mind return, subject to applicable law.

Any reasonable shipping or carrier costs may be deducted from a voluntary refund where legally permitted.

This section does not apply where the delivery issue resulted from our error or where doing so would restrict your rights under the Australian Consumer Law.

20. Return Authorisation

Before sending a change of mind return, please contact:

support@HenskyThurs.store

Include your order number and the reason for your return.

Our customer support team will provide the relevant return instructions and return destination.

Please do not send returns to an address shown on a shipping parcel unless we have confirmed that address as the appropriate return location.

This administrative process does not limit your statutory rights under the Australian Consumer Law.

21. Return Address

The appropriate return address may depend on the product and fulfilment location.

After your return request has been reviewed, our customer support team will provide the correct return instructions and return address.

Please contact:

support@HenskyThurs.store

before sending your return.

22. Items Returned Without Authorisation

For voluntary change of mind returns, items returned without first contacting us may take longer to identify and process.

Where possible, please obtain return instructions before sending an item.

Nothing in this section limits any statutory rights available under the Australian Consumer Law.

23. Refunds for Lost or Undelivered Orders

If an order is not delivered, please contact us so that we can investigate the shipment.

Where Hensky Thurs has failed to supply the purchased goods, or where you are otherwise legally entitled to a remedy, we will provide the appropriate remedy in accordance with Australian law.

A carrier investigation does not remove any statutory rights that may apply to your purchase.

24. Fraudulent or Abusive Returns

We reserve the right to investigate returns where we reasonably suspect fraud, abuse, manipulation or misuse of our return process.

This may include circumstances involving falsified documents, altered products, substituted products or repeated fraudulent claims.

Any action taken by us will remain subject to applicable Australian law and will not remove legitimate consumer rights under the Australian Consumer Law.

25. Consumer Guarantees Cannot Be Excluded

Nothing in this policy excludes, restricts or modifies:

any consumer guarantee;
any right or remedy;
any liability; or
any other protection

that cannot lawfully be excluded, restricted or modified under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law contained in Schedule 2, or any other applicable Australian law.

If any part of this policy is inconsistent with a mandatory right under Australian law, the mandatory legal right will prevail.