AussieMart is committed to complying with Australian Consumer Law.
Your statutory consumer rights apply in addition to this policy.
Faulty, damaged, incorrect or incomplete products
Please contact AussieMart if your product:
- is faulty;
- arrives damaged;
- is materially different from its description;
- is the wrong product;
- has important missing components; or
- otherwise fails an applicable consumer guarantee.
Contact:
Email: orders@aussiemarts.com.au Phone: 0424 967 769
Please provide:
- your order number;
- a description of the issue;
- photographs or video where reasonably required; and
- any other information reasonably necessary to assess the claim.
Do not return products without instructions
Please contact AussieMart before returning a product.
Different products may need to be returned to different warehouses.
Returning a product without instructions may delay processing.
AussieMart will provide the correct return instructions where a return is required.
Major failures
Where a product has a major failure under Australian Consumer Law, you may be entitled to choose an appropriate replacement or refund and may have additional statutory remedies.
Minor failures
For a minor failure, AussieMart or the relevant fulfilment partner may initially offer an appropriate repair, replacement or other remedy within a reasonable period, subject to Australian Consumer Law.
Express warranty
Some products may include a manufacturer, supplier or other express warranty.
Warranty periods vary by product.
Where an express warranty applies, the applicable period may be shown on the product page, packaging, warranty documentation or supporting materials.
An express warranty operates in addition to, and does not replace, rights under Australian Consumer Law.
Warranty exclusions
Subject to Australian Consumer Law, an express warranty may not cover damage caused by:
- misuse;
- abuse;
- unauthorised modification;
- accidental damage after delivery;
- improper installation;
- inadequate maintenance;
- normal wear and tear; or
- use contrary to manufacturer instructions.
Possible remedies
Depending on the circumstances, an appropriate remedy may include:
- replacement parts;
- repair;
- replacement;
- partial refund;
- full refund; or
- another remedy required by law.
Change-of-mind returns
AussieMart may accept eligible change-of-mind return requests made within 14 days after delivery.
To qualify, the product generally must be:
- unused;
- unopened where applicable;
- complete;
- in original packaging;
- supplied with all accessories and documentation; and
- suitable for resale.
Change-of-mind returns are discretionary and are separate from your statutory rights for faulty or non-compliant products.
Change-of-mind exclusions
A discretionary change-of-mind return may not be available for:
- opened products;
- used products;
- products damaged after delivery;
- hygiene products;
- health and safety products;
- personalised products;
- customised products;
- opened consumables;
- bulk or commercial orders;
- products clearly identified as excluded from change-of-mind returns; or
- products subject to specific return restrictions.
These exclusions apply only to discretionary change-of-mind returns.
They do not remove rights you may have under Australian Consumer Law for faulty or non-compliant products.
Product-specific return conditions
Some products may have additional product-specific return conditions.
Where applicable, these should be displayed on the relevant product page.
Product-specific return conditions do not override statutory Australian Consumer Law rights.
Restocking fees
For an approved discretionary change-of-mind return, a restocking fee may apply where:
- it has been disclosed for the relevant product; and
- it is lawful and reasonable.
AussieMart does not apply a universal restocking fee to all products.
Return shipping
For approved discretionary change-of-mind returns, the customer may be responsible for reasonable return shipping costs.
For faulty or non-compliant products, return freight will be handled in accordance with Australian Consumer Law.
Partial refunds
A partial refund may be appropriate where:
- only part of an order is affected;
- only some components are affected; or
- a partial refund is otherwise agreed.
A partial refund does not automatically mean the entire order has been refunded.
Refund method
Approved refunds will ordinarily be returned to the original payment method.
Bank and payment-provider processing times may apply after AussieMart initiates the refund.