Returns and Refunds

Returns and Exchanges at Thomas Online

At Thomas Online, we take pride in offering carefully selected products and a smooth, friendly shopping experience. We understand that sometimes a return or exchange may be needed, and we aim to make the process clear and straightforward.

Please read the information below carefully, as our returns policy differs depending on the reason for return.

Change of Mind Cancellations (Before Dispatch)

If you change your mind or need to cancel an order before it has been packed or dispatched, we are happy to arrange a refund.

Please note:

  • Payment processing fees are non-refundable, as these are charged to us at the time of payment and are not returned when a refund is issued.

  • The refund amount will be the order total less the payment processing fee.

If we cancel your order due to an item being unavailable, a full refund including any processing fees will be issued.

Change of Mind Returns (After Delivery)

We accept change of mind returns within 14 days of receiving your order, provided all conditions below are met.

Conditions for change of mind returns:

  • Items must be unused, unwashed, and in original packaging

  • Items must be in a resellable condition

  • Any promotional or bonus items included must also be returned

  • You are responsible for the cost of return shipping

  • Items must be packaged securely to prevent damage in transit

Refunds for change of mind returns:

  • Refunds exclude the original shipping cost

  • Refunds exclude payment processing fees

  • Refunds will be issued to the original payment method, or you may choose an exchange or store credit

If items are returned damaged due to insufficient packaging, we may be unable to process a refund.

Free Shipping Promotions

Free shipping promotions apply to successful, completed orders only. If an order that qualified for free shipping is returned due to a change of mind, the original shipping cost incurred by us will be deducted from the refund, in line with our Returns and Refunds policy. Where an order is returned for change of mind, the original shipping cost incurred by us will be deducted from any refund, even where shipping was free or discounted at checkout.

 

Delivery Timeframes, Peak Periods, and Delays

Orders are packed and dispatched promptly; however, delivery timeframes are managed by courier networks once parcels leave our hands.

During sales events, peak periods, and high-volume times (including Black Friday, Christmas, and promotional campaigns), delivery timeframes may be extended.

Delivery delays may also occur due to factors outside of our control, including but not limited to:

  • High courier volumes

  • Weather events

  • Road closures or transport disruptions

  • Courier network or operational issues

Orders delivered within a reasonable timeframe for these conditions are not eligible for a refund due to delivery timing alone, unless the item is faulty or incorrect.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or incorrect, we’re very sorry and will make it right.

Please email info@thomasonline.co.nz as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and any packaging (if damaged in transit)

Where an item is faulty or not as described, we will meet our obligations under the Consumer Guarantees Act. This may include a repair, replacement, or refund depending on what is reasonable.

For faulty or incorrect items, we will cover reasonable return postage costs or provide a pre-paid return label.

How to Return or Exchange an Item

Step 1: Contact Us

Email info@thomasonline.co.nz with:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

  • Whether you would like a refund, exchange, or store credit

Step 2: Package Your Return

Please package items securely and include your order number inside the parcel.

Step 3: Send Your Return

Send returns to:

Thomas Online
Attn: Returns and Exchanges
Apotu Road
Kauri 0185
New Zealand

We recommend using a tracked service, as we cannot guarantee receipt of untracked parcels.

Processing Time

Once your return has been received and inspected, refunds or exchanges will be processed within 7 business days.

If you are exchanging an item, the replacement will be dispatched as soon as possible after processing.

Need Help?

If you’re unsure whether your item qualifies for return, or have any questions, please get in touch — we’re always happy to help.