Our Commitment to Fair Resolution

The Australian Store is committed to providing a fair, efficient, and transparent process for resolving disputes that arise between buyers and sellers on the platform. Our dispute resolution framework is designed to protect the legitimate interests of all parties while ensuring compliance with Australian Consumer Law.

We believe the vast majority of disputes can be resolved quickly through good faith communication. This policy establishes the process when that communication needs support.

Types of Disputes Covered

• Non-delivery disputes — ordered item has not arrived within the expected timeframe
• Item not as described — product received differs materially from the listing
• Damaged goods — item arrived in damaged condition
• Incorrect item received — wrong product, colour, size, or variant sent
• Seller non-communication — seller has stopped responding to legitimate enquiries
• Refund disagreements — seller has refused a refund you believe is owed under ACL
• Service disputes — professional service delivered differently to what was agreed
• Fraudulent activity — suspected fake listings, counterfeit products, or identity fraud

The Three-Stage Resolution Process

Stage 1 — Direct Resolution (0–48 Hours)

The first step in all disputes is direct contact between the buyer and seller through the platform’s messaging system.

• Buyer contacts seller through the platform messaging system
• Clearly describes the issue and desired resolution
• Attaches relevant evidence (photos of damaged goods, screenshots of listing)
• Seller has 48 hours to respond with a proposed resolution

Stage 2 — Platform Mediation (48 Hours – 5 Business Days)

If Stage 1 does not produce a resolution, either party may escalate to platform mediation by contacting contact@theaustralianstore.com.au with “Dispute Escalation” in the subject line.

Stage 3 — Final Decision (Within 5 Business Days)

If mediation does not produce an agreed outcome, The Australian Store will issue a final binding platform decision. This decision considers:

• All evidence submitted by both parties
• Platform transaction and messaging records
• Australian Consumer Law obligations
• The Seller Agreement terms
• Our Buyer Protection Policy

The final decision may include a full refund to the buyer, partial refund, return arrangements, seller account action, or a finding in favour of the seller. All parties are notified of the decision in writing.

Evidence Guidelines

To support a fair resolution, please provide as much relevant evidence as possible:

• Photos or video of the item received (including packaging if damaged)
• Screenshots of the original product listing
• All platform messaging between buyer and seller
• Order confirmation and tracking information
• Any additional documentation relevant to the dispute

Australian Consumer Law

Nothing in this Dispute Resolution Policy removes or limits rights that buyers hold under Australian Consumer Law (ACL). The ACL provides statutory guarantees regarding product quality, fitness for purpose, and accurate description that apply regardless of any platform policy or seller return terms.

Where ACL rights apply, our mediation team will take these into account when issuing decisions.

Seller Obligations

By selling on The Australian Store, all sellers agree to:

• Respond to buyer communications within 48 hours
• Engage in good faith with the dispute resolution process
• Provide accurate information and evidence to the mediation team
• Comply with the final platform decision
• Meet all obligations under Australian Consumer Law

Sellers who fail to comply with platform decisions or repeatedly generate unresolved disputes may have their seller accounts suspended or terminated.