Your Rights Under Australian Consumer Law

Australian Consumer Law (ACL) gives you automatic rights that no seller can override. These apply to every purchase regardless of what any seller’s policy says:

• Products must be of acceptable quality — safe, durable, free from defects
• Products must be fit for purpose — do what they’re intended to do
• Products must match their description — exactly as advertised
• Sellers must honour any express warranties they offered

Refund Eligibility by Situation

How to Request a Refund

1. Contact the seller first — message them through the platform explaining the issue
2. Include evidence — photos of damaged items, screenshots of incorrect descriptions
3. Allow 48 hours — give the seller time to respond and resolve
4. Escalate to us — if unresolved, email contact@theaustralianstore.com.au
5. We mediate — our team reviews and issues a decision within 5 business days

Return Shipping

• Item not as described / faulty: Seller covers return postage
• Change of mind returns: Buyer covers return postage (where seller allows)
• Item never received: No return required — just investigation

Always use tracked postage when returning items. Keep your receipt — you may need it for the claim.

Refund Timeline

Once a refund is approved:

• Credit/debit card: 5-10 business days
• Bank transfer: 3-7 business days
• Digital payment methods: 1-5 business days

You’ll receive an email confirmation when your refund has been processed.

Seller Return Policies

Each seller may have their own return policy for change-of-mind purchases. Always check a seller’s listed return policy before purchasing. Seller return policies are displayed on each product listing.

Important: Seller return policies cannot override your rights under Australian Consumer Law. Even if a seller says “no returns”, they must still accept returns for faulty, damaged, or misrepresented items.