Refund policy
Returns Policy – 30 Days to Return
If you change your mind, you may return eligible products within 30 days of receiving your order.
For change-of-mind returns, products must be unused, unopened and in their original packaging. Clearance items are excluded from this voluntary offer.
We may extend this period at our discretion, including during holiday periods.
These conditions apply only to change-of-mind returns. They do not limit your rights under the Australian Consumer Law.
Refunds and Exchanges
For eligible change-of-mind returns, we will refund the price paid for the returned products. Original delivery charges are not refundable, and you are responsible for return postage.
You may request an exchange for an available product of the same or lower value. If the replacement costs less, we will refund the difference. For a higher-priced product, we will refund the returned product so you can place a new order.
Order Cancellations
If you need to change or cancel an order, contact us as soon as possible. Changes or cancellation may not be possible once your order has been packed or dispatched.
This does not affect any cancellation, refund or other rights you have under the Australian Consumer Law.
Returning Faulty, Damaged or Incorrect Products
Please contact us if your product arrives damaged, is faulty, does not match its description or is different from what you ordered.
Products purchased from us are covered by applicable consumer guarantees under the Australian Consumer Law. These rights apply to clearance products too.
For a major failure, you may reject the product and choose a refund or replacement. For other failures, we will provide the remedy required by law, which may include repair, replacement or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage.
The 30-day change-of-mind period does not limit these rights. Opening or using a product, or no longer having its original packaging, does not by itself prevent a consumer guarantee claim.
Consumer guarantees do not cover problems caused solely by misuse or failure to follow product directions. We will assess each issue on its circumstances.
Clearance Items
Clearance items are excluded from change-of-mind returns. Your rights under the Australian Consumer Law still apply, including where a clearance product is faulty, damaged or does not match its description.
How to Return
To initiate a return, log into your customer account using the email address you used to place your order. Locate the order containing the item you wish to return and complete the online return request.
Alternatively, email admin@thats-it.com.au with your order number or other proof of purchase, the product details and the reason for your return. For product problems, please include a description and photos where helpful.
If you need assistance, call +61 3 9775 1916. An online return form is not a requirement for exercising your consumer rights.
Please contact us before sending products back so we can explain the next steps. We may need to assess the product to determine the appropriate remedy.
Shipping Costs
For change-of-mind returns, you are responsible for arranging and paying for return shipping.
For faulty, damaged, incorrect or misdescribed products, we will arrange a prepaid return label or collection where a return is needed. If you have already incurred reasonable return postage costs and the issue is confirmed, we will reimburse those costs.
Packaging Your Return
Please package returned products securely to prevent damage in transit and include your order number or return reference.
Original packaging and unused, unopened condition are required for change-of-mind returns only. They are not requirements for making a consumer guarantee claim.
Return Address
That’s It AU
FQP Australia Pty Ltd trading as OSA Brands
Unit 14/21 Yazaki Way
Carrum Downs VIC 3201
Australia
Our warehouse is not open to the public. Please contact us before sending a return.
Refund Timeframe
Once we have received and assessed your return, we will let you know the outcome.
Approved refunds will be processed within 1–2 business days to the original payment method. Your bank or payment provider may take up to 7 business days to make the funds available.
Where a return is not required, we will confirm when your refund has been processed.
Your Australian Consumer Law Rights
Our voluntary change-of-mind returns offer is additional to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Contact Us
The That’s It AU store is operated by FQP Australia Pty Ltd trading as OSA Brands (ABN 55 662 812 062), the authorised Australian distributor of That’s It.
Email: admin@thats-it.com.au
Phone: +61 3 9775 1916