Refund Policy - Template Form to Fill out Word and PDF Pro · AU-law
✓ Valid in Australia · drafted to comply with local law
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REFUND POLICY
________
ABN ________
This Refund Policy ("Policy") applies to all purchases of goods and/or services from us, unless stated otherwise.
Effective date: ________
(1) CUSTOMER SATISFACTION IS OUR PRIORITY
(a) At ________ ("we", "us" or "our"), customer satisfaction is our priority.
(b) We offer refunds, repairs and replacements in accordance with the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law set out in Schedule 2 to that Act (the "Australian Consumer Law"), and on the terms set out in this Policy.
(c) Any benefits set out in this Policy may apply in addition to a consumer's rights under the Australian Consumer Law.
(d) Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not satisfied with your purchase.
(2) AUSTRALIAN CONSUMER LAW
(a) Under the Australian Consumer Law:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The Australian Consumer Law also provides that our services come with guarantees that cannot be excluded. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
(b) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of that inconsistency.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced, or the service supplied again, within a reasonable time.
(h) Nothing in this Policy is intended to exclude, restrict or modify any consumer rights under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.
(3) CHANGE OF MIND
(a) In the event that you receive the products or services which you purchased, as stated, but you simply change your mind, we may, at our discretion, offer you a refund or exchange provided that:
(I) You notify us within ________ days of receipt.
(II) In the case of services, the services have not already been performed.
(III) The following conditions are satisfied:
________
(b) Where we offer a change of mind refund or exchange, this is offered in addition to, and does not limit or replace, your rights under the Australian Consumer Law.
(4) PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
(c) We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: ________
(5) EXCEPTIONS
Notwithstanding the other provisions of this Policy, but subject always to your rights under the Australian Consumer Law, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(6) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the "Returned Product") back to us, as well as any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
(7) PRODUCTS CONTAINING YOUR DATA
(8) REFURBISHED PRODUCTS
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
(9) WARRANTIES
(a) In addition to your rights under the Australian Consumer Law, we may provide you with a warranty in relation to certain products or services which you purchase from us.
(b) Any such warranty will be in addition to, and does not limit or replace, your rights under the Australian Consumer Law.
(c) The terms of any warranty we provide, including the duration of the warranty and what it covers, will be set out at the time of purchase or otherwise made available to you.
(d) To make a claim under any warranty, you may contact us using the details set out at the end of this Policy and provide proof of purchase.
(10) RESPONSE TIME
We aim to process any requests for repairs, replacements or refunds within ________ days of having received them.
(11) HOW TO RETURN PRODUCTS
(a) You may contact us to discuss a return using the details at the end of this Policy.
(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
(d) You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
(e) You may return products to the following address:
________
(12) GOVERNING LAW
This Policy is governed by the laws of ________ and the Commonwealth of Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State or Territory.
(13) CHANGES TO THIS POLICY
We may amend this Policy from time to time. The version of this Policy in force at the time of your purchase will apply to that purchase.
(14) CONTACT US
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:
________
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