Thanh Tram Huong Returns Policy

We want you to love your purchase, but if you have changed your mind, you can return your item online or at our business address. Please remember to provide a receipt or proof of purchase when returning your item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Change of Mind

If you have changed your mind, we may offer you a refund provided that the refund:

• is made within 30 days of purchase.
• you are able to provide satisfactory proof of purchase
• the item was purchased from our online store or at our business address
• the item is in saleable condition (i.e. the original tags and labels are still attached if applicable) and the item must be unworn, unused, undamaged and as sold
• the item is not subject to the exclusions listed below

We will assess the item to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery cost is non-refundable for change of mind returns.

Excluded change of mind items

Returns and exchanges will not be provided on the items which are custom made, personalised and altered unless the items fail to meet a consumer guarantee.

Sales to individuals who we believe to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.

If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange.

We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, we may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

• Original register receipt tax invoice (electronic or photograph will be accepted)
• Online Tax Invoice (order confirmations will not be accepted)
• Packing slip included in all online purchases and click & collect
• Original return/exchange receipt/gift receipt

Please note that we are not responsible for proving your purchase. You must supply the proof of purchase, which we can validate.

Privacy

We are committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport.

Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.

Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of our research and analysis. It may be disclosed to state and territory departments upon request, as required by law.

If you wish to access your information held by us in relation to returns, please contact us.