Return and Refund

Last updated: 2025-11-12

1. Purpose of the Clause

These terms aim to clearly define the responsibilities and obligations of the supplier (hereinafter referred to as "Party B") and the buyer (hereinafter referred to as "Party A") in cases where goods or services fail to meet the legal protections for consumers, including returns, refunds, repairs, replacements, and related liabilities.
Transactions between this platform/store (hereinafter referred to as "the Platform" or "Party A/Party B" as the context may require) and Party B/Party A are governed by ACL.

2. Scope of Application

  1. These terms apply when Party B supplies goods or services to Party A, and Party A is a "consumer" as defined by the ACL (i.e., the purchase is primarily for personal, household, or domestic use, or the amount is less than AUD 100,000 and is for personal/household use). 

  2. If Party A purchases goods or services for resale or commercial purposes, or for purposes exceeding the scope of the ACL, Party B and Party A may enter into other terms as agreed by both parties, but such terms shall not diminish the rights granted to Party A by the ACL.

    3. Consumer Protection

    Party B guarantees that the goods/services supplied will meet the following legal safeguards:

    • The product is of "acceptable quality" – for example, no major defects, safe, durable, and of reasonable appearance. 

    • The product conforms to its description, sample, or demonstration model. 

    • The product is suitable for its declared purpose or the purpose informed by Party A.

    • The goods are delivered in full with no additional undisclosed fees. 
      If the goods or services do not meet the above guarantees, Party A may, in accordance with ACL, request one of the following remedies: repair, replacement or refund.

    4. Return policy for "Change of mind"

    1. According to ACL, if the customer requests a return solely because the customer "changes their mind" (the goods are undamaged and covered by the warranty), the seller is not legally obligated to accept the return or provide a refund unless the seller voluntarily adopts this policy. 

    2. If Party B offers a change-of-mind return service, it must clearly announce its conditions (return period, packaging condition, whether shipping costs are payable, whether a refund or exchange is offered, and whether there are handling fees) and must not mislead consumers.

    5. Responsibilities and Obligations of the Vendor (Party B)

    1. The second party shall not formulate terms or policies that state "all sales are non-refundable and non-exchangeable", "defects are not accepted" or other terms that weaken consumer protection, as such practices are expressly prohibited by the ACL.

    2. Party B shall assist Party A in handling the return/refund, repair or replacement process, and shall not exclude Party A's requests from the manufacturer or importer.

    6. Buyer's (Party A's) Responsibilities and Obligations

    1. When submitting a return/refund request, Party A shall provide proof of purchase (such as an order or receipt) and a description of the problem.

    2. If the problem is caused by improper use, poor maintenance, intentional damage, or unauthorized modification by Party A, Party B may refuse a refund/replacement or require Party A to assume partial responsibility. 

    3. If Party A voluntarily changes its mind and requests a return of the goods, and Party B has clearly stipulated that Party A shall bear the shipping or handling costs for such returns, Party A shall cooperate.

    7. Return Policy

    1. We comply with the Australian Consumer Law (ACL). You are entitled to a replacement or refund if the product is defective, damaged, incorrectly shipped, or does not match the description.
    2. For returns due to personal reasons (such as size, color, or not meeting personal preference),within 7 days of receiving the product.please contact customer service. We will process your request on a case-by-case basis.
    3. Returned items must be brand new,unused,in their original packaging, and include all accessories, tags, gifts, and original packaging.
    4. The following items are not eligible for return:
      - Used, washed, or man-made damaged goods.
      - Personal hygiene products, underwear, headphones, food, customized items, etc. (not eligible for return or exchange by law).
      - Goods returned after the specified return period.

    8. Returns Process

    1. Please submit a return request via customer service email or online form, and provide the order number and reason for return
    2. After confirmation by customer service, a return address and relevant instructions will be provided.
    3. Once we receive the returned goods and confirm that they are in good condition,within 3–7 business dayswe will process a refund or exchange

    9. Refund Method

    1. For online payment orders (credit card, PayPal, Afterpay, etc.)Refunds will be returned to the original payment method.
    2. If the return is not due to product defects,the buyer will be responsible for the return shipping costs and the initial shipping costs.。
    3. If the goods are defective or shipped incorrectly, we will cover all shipping costs.

    10. Time Limits and Notifications

    1. Party A shall submit its request within a reasonable period. The specific reasonable period shall be determined based on the type of goods, their usage, expected lifespan, and market practices.

    2. Party B shall respond and take remedial action within a reasonable time after receiving written (or electronic) notice from Party A.

    11. Force Majeure and Limitations

    1. The obligations regarding returns/refunds stipulated in these terms shall not be subject to the following restrictions: Party B shall not use "sold and therefore non-refundable" or "sale is final" as grounds for refusing consumer protection. 

    2. If the goods are damaged due to force majeure (such as natural disasters, infringements, accidents) rather than due to defects in the goods themselves, the seller may refuse to accept returns/refunds.

    12. Dispute Resolution and Applicable Law

    1. These terms and conditions and the transaction are governed by Australian federal law (particularly the Competition and Consumer Act 2010 and the ACL) and the relevant consumer regulations of each state/territory.

    2. In case of any dispute, the parties should first attempt to resolve it through negotiation; if the negotiation fails, the dispute may be submitted to the consumer protection agencies or courts of the respective Australian states/territories.

     

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