Refunds, Returns and Consumer Guarantees Procedure

Purpose. This procedure sets out how team members handle returns, exchanges, refunds and faulty goods claims so that customers receive what the Australian Consumer Law entitles them to and the group's change-of-mind policy is applied fairly.

1.Consumer guarantees

Under the Australian Consumer Law every product sold must be of acceptable quality, fit for purpose and match its description. Where a product fails a guarantee the customer is entitled to a repair, replacement or refund depending on whether the failure is major or minor, regardless of any store policy, and regardless of whether the product was on sale. Team members will never tell a customer that no refunds are available on faulty goods.

2.Assessing a faulty goods claim

The team member will listen to the customer, inspect the product, ask when and how the fault appeared and confirm proof of purchase, which can be a receipt, a card statement, a loyalty record or an online order number. A major failure entitles the customer to choose a refund or replacement. A minor failure allows the store to offer a repair or replacement first. Where the team member is unsure, they will ask a supervisor rather than refuse.

• Listen and inspect the product
• Confirm proof of purchase
• Decide whether the failure is major or minor
• Offer the remedy the law requires
• Record the claim in the customer feedback register

3.Change of mind returns

Marketplace accepts change of mind returns on fashion, homewares and general merchandise within thirty days with proof of purchase, in saleable condition with tags attached. Change of mind returns are not accepted on food, medicines, personal care items, underwear, swimwear or earrings for hygiene reasons. Change of mind returns will be processed as an exchange or a refund to the original tender.

4.Online orders

Online orders can be returned in store or by the returns portal. Refunds for online orders will be processed to the original online payment once the product is received and checked. Delivery fees will be refunded where the product was faulty or the wrong item was sent.

5.Processing the refund

Refunds will be processed on the point-of-sale terminal with supervisor authorisation, to the original tender, with the reason code selected and the product either returned to stock, marked down, quarantined or written off in the stock system. Cash refunds above one hundred dollars require the store manager's approval.

6.Recalls and safety

Products subject to a safety recall will be refunded in full without proof of purchase and the return recorded for the supplier claim. Any product that has caused injury will be retained and reported through the incident register.