1. Consumer Guarantees

Under the Australian Consumer Law (ACL), buyers have automatic consumer guarantees when purchasing goods.

Where goods fail to meet these guarantees, the seller is responsible for providing an appropriate remedy, which may include a refund, replacement, or repair, depending on the circumstances.

Consumer guarantees apply in addition to any seller warranties and cannot be excluded.

2. Major vs Minor Failures

• Major failure: If a product has a major failure under the ACL, the buyer may choose a refund or replacement.
• Minor failure: If a product has a minor failure, the seller is entitled to offer a repair, replacement, or refund. If a repair is offered, it must be carried out within a reasonable time. If the seller does not remedy the issue within a reasonable time, the buyer may be entitled to a refund or replacement.

3. Change-of-Mind Returns

Change-of-mind returns are not required under Australian Consumer Law and are only available where:

• the individual seller offers change-of-mind returns, and
• the product listing or seller terms allow it.

Where accepted by the seller, change-of-mind items must be returned:

• unused,
• in original condition, and
• within the timeframe specified by the seller (if any).

Change-of-mind returns do not apply to faulty items and do not affect rights under the Australian Consumer Law.

4. How to Request a Refund

To request a return or refund, buyers may be asked to provide:

• Order number,
• Description of the issue, and
• Reasonable supporting information (such as images), where applicable.

Requests will be assessed in accordance with Australian Consumer Law.

5. Timeframes

We aim to:

• Acknowledge refund or return requests within 3 business days,
• Resolve issues within a reasonable timeframe, and
• Process approved refunds as soon as reasonably practicable once the outcome is determined.

Actual timeframes may vary depending on the nature of the issue, the seller involved, and payment provider processing times.

6. Return Shipping

Where goods are faulty, unsafe, incorrectly supplied, or otherwise fail to meet consumer guarantees, the seller is responsible for return shipping costs.

For approved change-of-mind returns, return shipping costs are generally the responsibility of the buyer, unless the seller states otherwise.

7. Refund Method

Approved refunds are issued using the original payment method where possible, or by another method agreed with the buyer.

8. Exclusions

Refunds may not apply where damage or issues arise due to misuse, neglect, or abnormal use of the product after delivery.

Nothing in this section limits or excludes consumer guarantees or any rights available under the Australian Consumer Law.

9. Disputes

If a refund or return issue cannot be resolved directly with the seller, the Marketplace support team may assist by facilitating communication and mediation.

The Marketplace does not determine legal liability or override statutory consumer rights.

10. Governing Law

This policy is governed by the laws of the Northern Territory, Australia and applicable Commonwealth laws.