Returns Policy

CANCELLATION POLICY

If you cancel the order anytime before we have processed it, you will be refunded within 7 business days.

We are unable to cancel an order if it has been processed.

Please email our friendly staff on hello@thghtful.com to discuss further.

RETURNS AND REFUNDS POLICY

  • All refunds for orders placed via our website will be made via the original payment method used. For corporate orders that were invoiced, we will require bank details. Please contact us for further information.
  • Cancellations or alterations to orders must be made prior to commencing production which is close of business 5pm AEST time on the same day as the order has been processed.
  • If an order is amended to a gift hamper of lower value we will refund the difference in the price of the gift hamper to the original payment method used.
  • If HWB is advised of the change of mind prior to us processing the order, we will cancel it within our system and refund in full. If there is a change of mind after it has been processed then we will request a redirection with the couriers, but please note this may not be possible and will incur a redirection fee of $7.50
  • If there is a change of mind after the order has been delivered, then returns must be made at the customer’s own cost to our warehouse address and on receipt of the returned item we will refund for the cost of the hamper. Please contact us for further information.
  • If items are delivered to a Post Office or similar and are not collected in the required timeframe (resulting in them being returned to us), we will get in touch to advise you of this. Under these circumstances we will offer a replacement if outward shipping is repaid, or will refund the price of the hamper minus the cost of the return shipping. Refunds will only be made once an item has been safely received into our warehouse.
  • Please note whilst we will do our best to ensure delivery is made in a timely manner, we will not provide compensation for deliveries not made on the expected date at the fault of the couriers.
  • If the courier’s tracking states that an item has been delivered but the recipient is claiming non-receipt, we will investigate with the couriers and on the results of the investigation suggest appropriate resolution.
  • In the event of a redirection request, if this is unsuccessful we will refund the redirection fee. We are unable to refund or compensate any additional amount under these circumstances.
  • In the unlikely event you are unhappy with your purchase with thghtful all we ask is the parcel is returned in the same condition it was received and we will refund you for the hamper.
  • At thgtful we pride ourselves on the quality of not only the products itself but also customer satisfaction. If you receive a gift that has been damaged, faulty, or the item is incorrect, please contact our Thghtful team within 14 business days via email with photos of the damage to hello@thghtful.com quoting your order or tracking reference.
  • If a customer has received a damaged, faulty or incorrect item, we allow them the choice of a credit or a replacement, as long as we still have the same Hamper in stock.

SHIPPING DAMAGE REFUND POLICY

  • Thghtful take the upmost care to ensure your package is received in perfect condition and is exactly what you ordered.
  • In the rare situation a consignment has been damaged in transit thghtful will gladly replace the damaged item, upon receipt of photos of the damage or notification from our couriers of the damage.
  • If we no longer have this item in stock we will send an agreed alternative of equal or greater value.

RETURNS & EXCHANGE PROCEDURE:

  • In the circumstance that you need to return or exchange an item please email hello@thghtful.com we will take care of this for you. Please quote your order number or invoice number in all correspondence.
  • Returns and payment will be processed within 7 working days after making contact with a friendly thghtful team representative. For orders placed via our website, refunds will be processed via the original payment method (card, Paypal, Afterpay). For bulk orders, we will send an EFT payment.
  • There is no re-stocking or processing fee.
  • If thghtful deems the product to be damaged, faulty or the wrong item then there will be no additional shipping charges for resending an item.
  • If the reason for returning the Gift Hamper is due to change of mind, the product is no longer relevant or there is insufficient evidence suggesting Thghtful is at fault, then outward shipping costs will not be refunded and the customer/recipient is required to cover costs of return shipping.

If you have any other further queries in regards to refunds or in relation to orders, please contact the Thghtful team via email at hello@thghtful.com

*For all orders placed through our website, refunds will be made to the same card, Paypal, or Afterpay account that was used to pay for the original order. For any corporate orders paid via invoice, we will require your bank details to send you the refund.

Last updated 11 November 2020

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