Refund policy

Return & Refund Policy

Last updated: 13 August 2026

At Thy Gift, we want you to be happy with your purchase. If there is a problem with your order or product, please contact us and we will do our best to assist.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If a product has a problem covered by the ACL, you may be entitled to a repair, replacement or refund depending on the circumstances and whether the problem is considered a major or minor failure.

Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law.

2. Change of Mind

We do not generally offer refunds or exchanges simply because you have changed your mind, selected the wrong product, no longer want the item or found the product cheaper elsewhere.

This does not affect your rights under the Australian Consumer Law.

If you would like to request a change-of-mind return, please contact us before sending anything back. We may consider requests at our discretion, depending on the product and its condition.

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, defective or significantly different from its description, please contact us as soon as reasonably possible.

Please email thygif7@gmail.com with:

• your order number;
• a description of the issue; and
• clear photographs of the product and packaging where appropriate.

We will assess the issue and work with you to provide the appropriate remedy under Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement or refund.

Please do not dispose of or return a product before contacting us unless we have asked you to do so.

4. Damaged in Transit

If your order arrives damaged, please contact us as soon as possible and provide photographs of:

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

This information helps us investigate the issue with the delivery provider and determine the appropriate solution.

Your rights under Australian Consumer Law are not affected by this process.

5. Incorrect Item

If we have accidentally sent you the wrong product, please contact us at thygif7@gmail.com.

We will work with you to arrange the appropriate solution.

6. Change-of-Mind Returns

If we agree to accept a change-of-mind return, the product must generally be:

• unused;
• in its original condition;
• suitable for resale; and
• returned within the timeframe agreed with Thy Gift.

Return postage for an approved change-of-mind return may be the customer’s responsibility.

Any refund or exchange for a change-of-mind return is subject to our approval and the condition of the returned product.

7. Custom and Personalised Products

Custom-made or personalised products may not be eligible for change-of-mind returns because they have been specifically prepared for the customer.

This does not affect any rights you have under Australian Consumer Law if the product is faulty, defective or otherwise fails to meet a consumer guarantee.

8. Handmade Products

Many Thy Gift products are handmade.

Small variations in colour, texture, shape, finish or appearance may naturally occur during the handmade process.

Where these variations are consistent with the product description and do not indicate a fault, they are not considered a defect.

Some Thy Gift products may also intentionally feature handmade imperfections as part of their design.

9. Candles

Natural beeswax candles may have variations in colour, texture, scent and surface appearance because beeswax is a natural material and the candles are handcrafted.

These natural variations do not necessarily indicate a fault.

However, if you believe your candle has a genuine manufacturing defect or another problem covered by Australian Consumer Law, please contact us so we can assess it.

10. Refunds

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

11. Return Shipping

Where a return is required because a product is faulty, incorrect or otherwise covered by a consumer guarantee, we will discuss the appropriate return arrangements with you.

For approved change-of-mind returns, the customer may be responsible for return postage.

12. Proof of Purchase

We may request reasonable proof of purchase, such as an order confirmation, receipt or order number, when processing a return or refund request.

13. Contact Us

For return or refund enquiries, please contact:

Thy Gift
Email: thygif7@gmail.com

Please include your order number and a description of the issue so that we can assist you as efficiently as possible.

Australian Consumer Law

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

For major failures with goods, you may be entitled to a replacement or refund. For certain other failures, you may be entitled to have the goods repaired or replaced.

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

This policy does not replace or limit those rights.