We are committed to providing you with a quality product. If you are unhappy with any of our products, we will attempt to resolve this with you to your satisfaction. Our returns policy applies to all purchases made on our website (www.timtamstore.com) and is in addition to your statutory rights under the Competition and Consumer Act and similar laws.
Clothing items purchased through our online store can be returned within 30 days of the purchase date for a refund (excluding shipping charges), provided the relevant item is unworn, unwashed, unused and in its original condition and packaging.
Unfortunately, unless the goods are faulty, we don’t offer refunds on non-clothing items or exchanges on any orders. If you have ordered a clothing item and would like a different size, please return your item and if the correct size is available, we will organise for it to be sent to you. If the correct size is out of stock, we will provide you with a refund of the purchase price.
All products returned to us are checked by our Returns Department. If you are entitled to a refund, then we will refund the price of your item. Refunds are usually processed within 10 business days of receipt of a returned item, or in respect of a cancelled order within 30 days.
How to return your items
To initiate a return please contact our customer experience team via email (email@example.com) or phone: 1800 24 24 92 with your order number. They will provide you with a returns address to send your item to. Once the team has received your item they will process the return within 10 business days.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for goods which are defective and compensation for any other reasonably foreseeable loss or damage flowing from that defect.
If the goods are faulty, incorrect, wrongly described, damaged or otherwise fail to meet a consumer guarantee, please email us at firstname.lastname@example.org, and include the following information:
- the order number;
- clear photograph(s) of the goods; and
- a description of the goods and the defect.
We may require you to return the goods to us. If so, we will send you a prepaid returns label for you to return the goods to us. We may also request further information in order to enable us to process your claim.
Where an item is damaged through your misuse or abnormal use, we will not provide a refund or replacement.
We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.