Refund policy
Returns & Refund Policy
At Thyra, we want you to love what you ordered. If something isn't right, we're here to help.
Returns Window
You have 30 days from the date you receive your order to request a return. To be eligible, items must be unused, in their original condition, and returned with all original packaging, tags, and accessories intact.
How to Start a Return
- Email us at support@thyra.com with your order number and the reason for your return.
- We'll reply with return instructions and the return address.
- Pack the item securely and send it back within the timeframe provided.
Please do not send items back before contacting us, as returns without prior authorisation may not be processed.
Return Shipping Costs
Customers are responsible for return shipping costs. We recommend using a tracked service, as we cannot be held responsible for items lost in transit. Original shipping charges are non-refundable unless the item was faulty or incorrect.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account.
Exchanges
If you'd like a different size, colour, or product, the fastest way is to return your original item for a refund and place a new order.
Non-Returnable Items
The following cannot be returned:
- Items marked as final sale or clearance
- Gift cards
- Products that have been used, worn, washed, or damaged after delivery
- Items returned without original packaging or missing parts
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered, contact us within 7 days of delivery with photos of the issue. We'll arrange a replacement, repair, or full refund at no cost to you, including return shipping.
Your Consumer Rights
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law. Customers in these markets are entitled to remedies for goods that are faulty, not as described, or otherwise fail to meet consumer guarantees, regardless of our standard returns window.
Contact Us
Questions about a return? Reach us at support@thyra.com and we'll get back to you within 1 business day.