Refund and Return Policy

Effective date: 18 August 2026

Thank you for shopping with Thirlmere Lakes & Bottlebrush. This policy explains our voluntary change-of-mind return program and your rights under the Australian Consumer Law.

Contact Details

Email: returns@thirlmerelakesandbottlebrush.com.au

Phone: +61 2 5550 1468

Address: 100 Colo St, Couridjah NSW 2571, Australia

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any mandatory consumer right or remedy.

If a product has a major failure, you may reject it and choose a refund or replacement, or keep it and claim compensation for its reduction in value. A major failure may exist where a product is unsafe, substantially unfit for its normal purpose, materially different from its description, or would not have been purchased by a reasonable consumer who knew about the problem.

For a minor failure, we may choose to repair the product, replace it, or provide a refund. If we do not provide an appropriate remedy within a reasonable time, additional remedies may be available under the Australian Consumer Law.

30-Day Change-of-Mind Returns

In addition to statutory rights, we offer a voluntary 30-calendar-day change-of-mind return period beginning on the delivery date.

The product must be unused, unworn, unwashed, undamaged, and returned with its original packaging, labels, accessories, manuals, and proof of purchase. Contact us before returning an item so that we can provide return instructions.

Customers are responsible for return shipping costs for change-of-mind returns. Original delivery charges are not normally refundable unless required by law or the entire order was cancelled before dispatch.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery. If a product is damaged, defective, materially different from its description, or not the product ordered, contact us as soon as reasonably possible. Include your order number and relevant photographs.

When a product must be returned because it fails to satisfy a consumer guarantee, we will pay or reimburse reasonable return costs. Large, heavy, or difficult-to-return products will be collected or handled as required by law.

Change-of-Mind Exclusions

Subject to mandatory consumer rights, voluntary change-of-mind returns are not available for:

• Personalised, custom-made, or made-to-order products;
• Perishable products;
• Gift cards or downloaded digital content;
• Personal-care, intimate, or hygiene-sensitive products after their protective seal has been opened;
• Products marked final sale; or
• Items damaged through misuse, improper care, unauthorised alteration, or normal wear.

A final-sale designation or change-of-mind exclusion does not remove rights relating to faulty, unsafe, misdescribed, or otherwise non-compliant products.

Refund Processing

After receiving and inspecting an approved return, we will notify you of the outcome. Approved refunds are normally issued to the original payment method within 10 business days. Banks and payment providers may require additional processing time.

We will not substitute store credit for a monetary refund required by law unless you freely agree to accept the credit.

Proof of Purchase

We may request reasonable proof of purchase, such as an order confirmation, receipt, payment record, or other evidence demonstrating that the product was purchased from us.

Contact

For return or refund assistance, email returns@thirlmerelakesandbottlebrush.com.au or call +61 2 5550 1468 during our business hours.