Returns Policy for Website or App - Template Form Pro · AU-law
✓ Valid in Australia · drafted to comply with local law
Create your Returns Policy for Website or App - Template Form for use in Australia. Answer a few plain-English questions and the document fills in automatically as you go — then download it in Word and PDF, ready to sign or share. This version has been professionally rewritten to comply with local law.
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RETURNS POLICY
________
ABN ________
Effective date: ________
§ 1. APPLICATION OF POLICY
(a) This Returns Policy ("Policy") applies to all goods and services purchased from ________ ("we", "us" or "our"), unless stated otherwise.
(b) Nothing in this Policy is intended to exclude, restrict or modify any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any applicable law (including the Australian Consumer Law) which cannot lawfully be excluded, restricted or modified.
§ 2. CUSTOMER SATISFACTION IS OUR PRIORITY
(a) At ________, customer satisfaction is our priority.
(b) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law (being Schedule 2 to the Competition and Consumer Act 2010 (Cth)) 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.
§ 3. AUSTRALIAN CONSUMER LAW
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.
(b) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they acquire goods and services.
(c) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of the inconsistency.
(d) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission (www.accc.gov.au).
(e) If a product 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, and you may choose between them. You may also be entitled to compensation for any other reasonably foreseeable loss or damage resulting from that major failure.
(f) If a product 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 product repaired or replaced within a reasonable time.
(g) You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
§ 4. CHANGE OF MIND
(a) In the event that you receive the product which you purchased, as stated, but you simply change your mind, you may return it, provided that:
(i) you notify us within ________ days of receipt; and
(ii) the following conditions are satisfied:
________
(b) If you return a product due to a change of mind, the following remedies are available:
________
(c) For the avoidance of doubt, we are not required by the Australian Consumer Law to provide a refund or replacement where you have simply changed your mind. Any remedy offered in this clause is provided in addition to your rights under the Australian Consumer Law.
§ 5. 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; and
(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: ________.
§ 6. EXCEPTIONS
Notwithstanding the other provisions of this Policy, but subject always to your rights under the Australian Consumer Law, we may refuse to accept the return of a product you purchased if:
(a) you misused the product in a way which caused the problem;
(b) you knew, or were made aware of, the problem(s) with the product before you purchased it;
(c) you asked for alterations to a product, against our advice, or you were unclear about what you wanted; or
(d) any other exception applies under the Australian Consumer Law.
§ 7. BULKY ITEMS
(a) If the product you purchased is big or bulky and qualifies for a return (under the other clauses of this Policy), then you will need to contact us to arrange to return it.
(b) We may organise a courier to pick up the product, or will otherwise help you organise the return.
§ 8. PROOF OF PURCHASE
(a) To be eligible for a remedy under this Policy, all returns must be accompanied by a valid proof of purchase.
(b) A valid proof of purchase includes (but is not limited to):
(i) an original tax invoice;
(ii) an electronic copy of a tax invoice; or
(iii) a packing slip.
(c) Please note that order confirmation emails will not be accepted as a valid proof of purchase.
(d) While our team members are eager to help you exercise your rights under this Policy, it is your responsibility to provide proof of purchase. It is not the responsibility of our team members to verify your purchase.
§ 9. 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.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the reasonable costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
§ 10. PRODUCTS CONTAINING YOUR DATA
§ 11. WARRANTIES
(a) In addition to the Consumer Guarantees provided under the Australian Consumer Law, some products which you purchase from us may come with a manufacturer's warranty.
(b) Any manufacturer's warranty is provided in addition to, and does not limit or replace, your rights under the Australian Consumer Law.
(c) The terms, conditions and duration of any manufacturer's warranty will be set out in the warranty documentation supplied with the relevant product.
(d) If you wish to make a claim under a manufacturer's warranty, please contact us using the details at the end of this Policy, or contact the manufacturer directly, and we will assist you where we are able to do so.
§ 12. RESPONSE TIME
We aim to process any returns within ________ days of having received them.
§ 13. PROOF OF IDENTITY
You may be required to present a government-issued identification document in order to return a product and claim a remedy under this Policy.
§ 14. PAYMENT OF REFUNDS
(a) 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.
(b) Alternatively, you may elect to receive store credit, which will be valid for ________ from the date of return.
§ 15. HOW TO RETURN PRODUCTS
(a) You may contact us to discuss a return using the details at the end of this Policy.
§ 16. PRIVACY
(b) When returning products exceeding ________ in value and requesting a Tax Adjustment Note, we will require your name, address and ABN (if applicable).
(c) We securely store collected information for a reasonable period. We may use it for fraud prevention, research and analysis. We may also disclose it to relevant authorities as required or authorised by law.
(d) Please contact us if you wish to access or correct your return-related information which we are holding.
(e) For further information about how we collect, store and use your information, please see our privacy policy, which is available at: ________.
§ 17. GOVERNING LAW
This Policy is governed by the laws of ________ and the Commonwealth of Australia, and you submit to the non-exclusive jurisdiction of the courts of that jurisdiction.
§ 18. 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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