Fair outcomes.
Clear refund rules.

1. Contact us before returning anything

Every return must be authorised before it is sent. Contact Ty’s with your order number, the email address used at checkout and the reason for the request.

Do not return an item to the address on the original shipping label or directly to an overseas supplier. That address may not be able to receive or process returns.

2. Change-of-mind returns

Eligible products may be returned within 30 days of confirmed delivery where they are:

• Unused, unworn and unwashed
• Undamaged and free from marks, odours or alteration
• Returned with original packaging, tags and included accessories
• Not excluded by the conditions below

The customer is normally responsible for change-of-mind return postage. Original delivery charges, where separately paid, are not normally refundable unless required by law.

3. Damaged, faulty, incorrect or materially different items

Contact us promptly if an item arrives damaged, faulty, incorrect or materially different from the product ordered.

We may ask for:

• Clear photographs or video of the issue
• Photographs of the packaging and shipping label
• A description of the defect or difference
• Confirmation of whether the item has been used or washed

After reviewing the information, we may offer a replacement, refund, partial refund or return authorisation. A low-value item may not need to be returned unless we specifically request it.

4. Items that cannot normally be returned

Change-of-mind returns may be refused for:

• Personalised, customised or specially ordered products
• Products that have been worn, washed, altered or damaged after delivery
• Items missing required packaging, tags, components or accessories
• Hygiene-sensitive products where the seal has been opened, where applicable
• Final-sale items where the exclusion was clearly stated before purchase
• Requests made outside the stated return period

These exclusions do not remove rights that apply to genuinely faulty or misdescribed products.

5. Return postage and responsibility

For an approved change-of-mind return, the customer is normally responsible for the cost and safe delivery of the return.

Use a tracked return method and keep the receipt. Ty’s is not responsible for a return that is lost before reaching the authorised return destination.

Where we confirm that an item is faulty, incorrect or materially misdescribed, we will provide the appropriate return or replacement instructions.

6. Inspection and refund approval

Returned items may be inspected before a refund is approved. We may refuse or reduce a change-of-mind refund where the product has been used beyond reasonable inspection, damaged, altered or returned incomplete.

We will notify you when the return has been reviewed and whether the refund has been approved.

7. Refund timing and payment method

Approved refunds are normally issued to the original payment method. We generally cannot redirect a refund to another card, bank account or person.

After we process a refund, your bank, card provider or payment service may take additional business days to display the funds.

If the original payment method is no longer available, contact us so the matter can be reviewed.

8. Promotions, bundles and free gifts

A refund may be adjusted where returning part of an order means the remaining products no longer qualify for a discount, bundle price, free gift or multi-buy offer.

A promotional gift may need to be returned unused, or its stated value may be deducted from the refund where the qualifying purchase is returned.

9. Missing, delayed or incorrectly delivered parcels

A delayed parcel is not automatically eligible for an immediate refund. Please allow the estimated delivery window to pass and review the tracking information.

If tracking shows an exception, an incorrect destination or a delivery that cannot be located, contact us with the order number and tracking details so we can investigate.

We may need to complete a carrier or supplier investigation before deciding whether a replacement or refund is appropriate.

10. Consumer rights

Nothing in this policy excludes or limits rights and remedies that cannot legally be excluded. Where mandatory consumer law provides a stronger remedy than this policy, the mandatory law applies.

For help with a refund or return, use the Contact Us page.