Refund policy

FENTHRE THOMPSON — RETURN & REFUND POLICY

Australian Consumer Law (ACL) Statutory Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

At Fenthre Thompson, we are committed to providing premium minimalist casual menswear. If you are not entirely satisfied with your purchase, we are here to assist you in accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.

1. Change of Mind Returns

Unlike statutory guarantees, the Australian Consumer Law does not legally require businesses to accept returns or offer refunds due to a "change of mind" (e.g., if you bought the wrong size, color, or simply changed your mind). However, at Fenthre Thompson, we offer a voluntary 30-day change of mind policy because we value your satisfaction:

  • Items must be returned within 30 days of the delivery date.

  • Items must be unworn, unwashed, unaltered, and in their original premium condition with all tags attached.

  • For change of mind returns, the customer is responsible for the return shipping costs. We highly recommend using a trackable shipping service.

  • Upon receipt and inspection, change of mind returns will be eligible for either a Store Credit or an Exchange for an alternative size/style. Original shipping costs are non-refundable.

2. Faulty, Damaged, or Incorrect Items (Consumer Guarantees)

If an item has a problem that qualifies as a breach of consumer guarantees under the ACL, you are entitled to a remedy. This applies if the product is faulty, unsafe, incorrectly described, or does not do what it is supposed to do.

  • Major Failures: If the failure is major, you have the right to choose between:

    • A full refund of the purchase price; or

    • A replacement item of identical type (subject to stock availability).

    • A major failure occurs when a reasonable consumer would not have bought the product if they had known about the problem, or if the product is significantly different from the description or demonstration model.

  • Minor Failures: If the failure is minor and can be fixed within a reasonable time, Fenthre Thompson reserves the right to offer a free repair, a replacement, or a refund at our sole discretion.

3. Return Process

To initiate a return under either our change of mind policy or consumer guarantees, please follow these steps:

  1. Send an email to contact@fenthrethompson.store with your order number, clear photographs of the issue (if applicable), and your request.

  2. Our customer care team will assess your request within 2 business days and provide a Return Authorization Number (RAN) along with the appropriate return shipping address.

  3. Package the item securely and write your RAN clearly on the outside of the package.

  4. Once received, refunds or replacements will be processed within 5–7 business days. Refunds will always be issued to the original payment method used.

4. Proof of Purchase

To claim a remedy under the Australian Consumer Law or our voluntary policy, you must provide clear proof of purchase. This includes your order confirmation email, tax invoice, or bank statement clearly showing the transaction with Fenthre Thompson.

5. Exceptions & Exclusions

Please note that unless an item is faulty or breaches a consumer guarantee under the ACL, the following items cannot be returned due to change of mind:

  • Gift cards and digital vouchers.

  • Items purchased during final clearance or marked as "Final Sale".

  • Underwear, socks, or swimwear due to strict hygiene and health regulations in Australia.

Contact & Support

  • Brand: Fenthre Thompson

  • Email: contact@fenthrethompson.store

  • Website: fenthrethompson.store