Last updated: October 1, 2026
Our 30-Day Money-Back Guarantee
We want you to love your purchase. If you're not happy for any reason, you can return it within 30 days of delivery for a full refund of the price you paid.
How to return an item
- Email hello@thoapy.com within 30 days of your order being delivered, with your order number and the email address used at checkout.
- We'll reply with your return instructions and return address.
- Send the item back with all its parts (for LUMI DRAW: the board, base, markers and cleaning cloth), in its original packaging where possible.
Return shipping is paid by the customer. We recommend a tracked service, as we can't refund items that don't reach us.
Once your return arrives, we'll issue your refund to your original payment method. Please allow 5 to 10 business days for it to appear, depending on your bank or card provider.
Limits
- The money-back guarantee applies once per customer or household.
- Original shipping is free, so there are no shipping charges to refund.
- For subscription orders, see our Subscription Policy.
Damaged, faulty or incorrect items
If your order arrives damaged or faulty, or you received the wrong item, email us within 7 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund, whichever you prefer, and you won't pay any return shipping.
Lost orders
If your tracking shows no movement for 10 business days, or your order hasn't arrived within 21 business days of dispatch, contact us and we'll send a replacement or refund your order.
Contact
THOAPY
Email: hello@thoapy.com
Level 4, 29 Kiora Road, Miranda NSW 2228, Australia
This policy does not limit any rights you have under applicable consumer protection laws.