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Warranty Policy

In this policy, “you” or “your” refers to a Retailer, and “us,” “our,” or “we” refer to Aussbuy. Where exceptions apply to Aussbuy’s Warranty Policy (including supplier-specific warranty, refund, and return policies that differ from this policy), they will be noted accordingly.

Warranty for Products Sold Through Aussbuy

All products sold through the Aussbuy platform come with guarantees that cannot be excluded under the Australian Consumer Law. This Warranty Policy does not limit any rights and remedies a customer may have under Australian Consumer Law.

In addition to a customer’s rights under Australian Consumer Law, Aussbuy offers a 12-month warranty on products sold through its platform that are found to be faulty or damaged, except (subject to Australian Consumer Law) in the following cases:

  • If an alternative warranty period is explicitly stated on the product listing – please refer to the product listing for details.

  • For accessories or bonus gifts (as noted in the product listing).

  • If the fault or damage results from:

    • Normal wear and tear.

    • Improper assembly or modification of the product.

    • Abnormal use or abuse of the product.

    • Improper or lack of maintenance and care (e.g., fabric, leather, or timber care).

    • Damage limited to external product packaging only.

Each warranty claim will be assessed on a case-by-case basis. Depending on the nature of the damage or fault, we may:

  • Send missing parts (if applicable).

  • Suggest a method of self-repair (if applicable).

  • Replace the product (subject to availability).

  • Offer an alternative product.

  • Provide a partial or full credit voucher or refund.

Making a Warranty Claim for Damaged Goods or Missing Parts

To submit a warranty claim, please send the request via the Aussbuy website. Log into your Aussbuy account, navigate to ‘Orders,’ and select ‘Request Support’ for the respective order.

Ensure your request includes:

  • Order number.

  • Quantity of each product and/or missing, faulty, or damaged part.

  • A clear image or video (of acceptable quality) showing:

    • The fault or damage (if applicable).

    • Missing parts (if applicable).

    • The product in its original packaging (if applicable).

    • The instruction manual with the fault/damage or missing part indicated (if applicable).

A brief explanation of the issue and the customer’s requested resolution (e.g., refund, credit, or replacement) should also be included.

Customers must not dispose of items before a warranty claim is finalized, as we may request an inspection. We reserve the right, subject to Australian Consumer Law, to deny credit, replacement, or refund if the item is disposed of before the claim is processed.

⚠️ Important: Do not ask customers to return products unless instructed by us. If a return is required, we will provide a return label. If a customer incurs return postage costs without prior approval, it will not be refunded if the claim is invalid or the return label was not used.

For missing parts, once the claim is validated, we will dispatch the required part as soon as possible (usually within two working days). If a spare part is unavailable within a reasonable timeframe, an alternative solution will be provided per Australian Consumer Law.

Delivery Delays

Any delivery delay must be reported to us within 10 working days from the dispatch date. If a delay is confirmed by our courier partner (which may take up to two working days), an appropriate remedy will be offered under Australian Consumer Law.

Due to unforeseen natural disasters or other disruptions, delivery timeframes may be affected. We appreciate your patience in such cases.

Refund, Return, and Replacement Procedure for Damaged/Faulty Goods or Missing Parts

If a customer is entitled to a refund, submit the request via the Aussbuy website by logging into your account, navigating to ‘Orders,’ and selecting ‘Request Support’ for the specific order.

  • Refunds will be issued to the original payment method only. We cannot process refunds to a different account or credit card.

  • If a customer is entitled to a replacement or spare part, follow the same procedure.

⚠️ If a replacement product or spare part is required but:

  • There is an address discrepancy due to the retailer’s or customer’s error, return-to-sender costs and re-delivery fees will be charged.

  • An incorrect product is returned to either Aussbuy or the Supplier’s warehouse, neither Aussbuy nor the Supplier will be responsible for returning the incorrect item to the customer.

Change of Mind Refund Requests

We do not accept change of mind refund requests for:

  • Health and safety products.

  • Bulk purchases (including pallet or pickup orders).

  • Opened packages.

Otherwise, a change of mind refund request will only be considered within 14 days of delivery. Retailers must notify us within this period, or the request may be denied.

⚠️ Some Suppliers have different change of mind policies. Retailers must check the Supplier’s listing to confirm applicable policies.

If an item is returned due to incorrect/incomplete delivery details, it will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of Mind Request Procedure

  • Consult us first before returning any product. Refunds will not be provided if the product is returned without prior consultation.

  • Submit a request via the Aussbuy website by logging in, navigating to ‘Orders,’ and selecting ‘Request Support.’

  • Include images/videos (of acceptable quality) showing the product’s condition and the reason for the return.

We prefer that returns due to a change of mind are arranged by the customer.

If a change of mind request is accepted:

  1. If a return label is provided, the refund will be the item price and shipping fee minus return postage and a 10% restocking fee.

  2. If a return label is NOT provided, the refund will be the item price and shipping fee minus a 10% restocking fee.

  3. If a customer requests Return to Sender (RTS) before receiving the item, the refund will be the item price and shipping fee minus a 10% restocking fee. Refunds for RTS will be processed once the item is received at our or the Supplier’s warehouse.

Product Recalls

In the event of a product recall, we will notify you and provide instructions on the necessary actions.

This Warranty, Refund, and Return Policy ensures a smooth resolution process for both retailers and customers while maintaining compliance with Australian Consumer Law.

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