Coverage, eligibility requirements, and exclusions

OZSHANTI Return/Refund policy applies when:

• • • The buyer does not receive the item(s).

• • • The item(s) received by the buyer does not match the listing, for example:
      • The seller sent the wrong item(s).
      • The item(s) arrives broken, damaged, or faulty.
    • Item(s) listed on the site are not available to be delivered by the seller, in which a full refund to the buyer will be processed and a processing fee will be charged to the seller. 
    • OzShanti does not support “Change of Mind” returns. Buyers must acknowledge that item(s) once bought, cannot be returned for ” Change of Mind” reasons.

As a buyer, for your transaction to be eligible for OZSHANTI Return/refund policy:

• • • You must complete and pay for your purchase on OZSHANTI.com.au using our self managed payment systems at checkout. 

• • • You must meet the requirements specified in this policy, including taking action within the required time frames.

• • • You may not seek resolution for the same issue by another resolution method.

As a seller, for all transactions made on OZSHANTI.com.au must follow these guidelines:

• • • You are responsible for delivering the item as described in your listing on OZSHANTI.com.au.
    • Items should be sent with an approved protective packaging.
    • Labels are clearly affixed to the outside of the packaging ensuring all information is clearly marked for their required purpose and destination.

• • • Sellers are required to deliver the item(s) to the address in the Order details.
    • If the item(s) does not arrive at the address provided by the buyer at checkout, the buyer is entitled to a full refund, including original postage costs (if applicable).

 Actions & time frames when the buyer doesn’t receive an item(s)

• • •  The buyer reports that the item(s) has not arrived.
      • Earliest- once the estimated or actual delivery date has passed.
      • Latest – 21 calendar days after the estimated or actual delivery date has passed. Unless stated otherwise.

• • • The seller responds to the buyer’s report.
      • The seller is required to respond and provide either tracking information, delivery updates, or a refund within 3 business days.

Ask OZSHANTI to step in for assistance

• • • If the seller has not responded or if the buyer and seller can’t reach a resolution, they can ask us to step in to assist.
    • A request for assistance can be made between 3 – 21 business days after the report has been lodged. 

Deciding the outcome when the buyer doesn’t receive an item

When a buyer reports that they did not receive an item and the transaction meets our eligibility requirements, we will look for:

• • • Evidence of successful delivery to the address provided by the buyer at checkout.

• • • Proof that the buyer has not collected the item(s)(tracking, etc).
      • If we determine that the item was not successfully delivered :

• • • The buyer will receive a refund for the full cost of the item and original postage.
    • The seller is required to reimburse OZSHANTI for the amount of the refund.

Evidence of successful delivery

We require all of the following to prove a successful on-time delivery:

• • • Evidence of the Tracking number from our integrated carrier showing a carrier scan before the latest estimated delivery date.
    • A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item(s) was delivered).
    • The date of delivery or attempted delivery.
    • The recipient’s address, showing the city/suburb or postcode (or international equivalent) that matches the one found on the Order details page.

When the item received by the buyer doesn’t match the listing

• • • Sellers are required to deliver the item(s) as it was described in the listing. If the buyer receives the wrong item(s), or the item(s) arrives broken, damaged, or faulty. The buyer is entitled to either return the item(s) and/or request for a refund or replacement of which the seller and buyer agree on.
    • Both buyers and sellers must meet all applicable return requirements. If the item(s) are being returned, the seller is responsible for return postage.

Deciding the outcome when the item(s) doesn’t match the listing

When a buyer reports that the item(s) doesn’t match the listing and the transaction meets our eligibility requirements, we will look for all of the following:

• • • Evidence that the buyer and seller have each met their return requirements. 

• • • Whether the seller breached OZSHANTI policies when listing the item(s).

• • • Whether the item(s) can be posted back to the seller.

• • • Proof of return delivery, if the item(s) was being returned.

If we determine that the seller did not meet their return requirements:

• • • The buyer will receive a refund for the full cost of the item and original postage. 
    • The seller will be required to reimburse OZSHANTI for the amount of the refund.

• • • The buyer may not be required to return the item.

If we determine that the buyer did not meet their return requirements, the buyer may not receive a full/partial refund for the item(s) and/or postage costs.

Actions & time frames for all returns/refunds

The buyer requests a return/refund. (Starts a return/refund claim)

• • • Within 7 calendar days after the estimated or actual delivery date or within the seller’s stated returns window, whichever is shorter.
    • The seller is required to respond and provide a solution for the buyer within 3 business days after the request has been made.
    • In some cases, OZSHANTI may automatically accept the return on the seller’s behalf.

If the item(s) is being returned (the buyer sends the item(s) back)

• • • The latest date to post the return will be shown in an email sent by OZSHANTI to the buyer, as well as within the return request. 
    • If the buyer does not post the return by the specified date, OZSHANTI may close the return request and no refund/return will be processed.

The seller issues a refund

• • • Within 7 business days after receiving the returned item(s). 

• • • If the seller does not refund the buyer and return tracking shows the item(s) was delivered, OZSHANTI may automatically issue a full refund on the seller’s behalf and the seller would need to reimburse the amount refunded.

Return requirements and return postage

• • • Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. 

Seller return requirements

• • • When a buyer requests a return/refund, the seller must respond within the return request and offer a solution to the buyer’s issue.
    • When the seller is responsible for return postage, the seller must provide a return postage label or another return method that is acceptable to the buyer.
    • The seller’s return address should be up to date in their Addresses in My OZSHANTI.
    • If they have not specified a return address, the item(s) will be returned to the seller’s registered address. If the seller’s return address is different to the item(s) location specified in the listing, this should not result in an increased return cost for the buyer.
    • The seller must pay any applicable customs fees or duties on the returned item(s) if required.
    • When refunding the buyer, the seller must issue the refund through the return request on OZSHANTI.
    • When sending a replacement or exchange item(s), the seller must provide the new tracking details to the buyer.

Buyer return requirements

• • • The buyer must return the item(s) in the same condition in which it was received. If the item(s) is returned used, damaged or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer or completely deny any refund.
    • If the seller is responsible for return postage, the buyer must use the postage label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return postage, including the cost.
    • When there are strong indicators that the buyer has received counterfeit item(s), the buyer must cooperate with us to ensure proper disposal of the item(s), and must not re-sell the item(s).

Return postage

• • • Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.

Reason for return

• • • Item(s) that don’t match the listings – Seller is responsible for postage if returned.
    • Broken or faulty item(s) – Seller is responsible for postage if returned.

Proof of delivery for returned item(s)

• • • Returns should be sent with a tracked service that can be independently validated.

We require all of the following to prove a successful return delivery:

• • • A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item(s) was delivered).
    • The date of delivery or attempted delivery.
    • The recipient’s address, showing at least the city/suburb or postcode (or international equivalent) that matches the seller’s specified return address.
    • If the party responsible for return postage does not use a tracked service that meets these requirements, a case may be decided against them if the returned item(s) does not arrive.

Refunds and billing for return postage costs

If the buyer is responsible for return postage, the return postage cost won’t be included in the refund.

If the seller is responsible for return postage:

• • • Return postage costs will be charged to the seller separately if
      • The seller authorised the buyer to use an OZSHANTI’s integrated courier return label.
      • OZSHANTI provides a return label to the buyer on the seller’s behalf.
      • If the seller sends funds to the buyer to pay for return postage, the seller will not be refunded the amount by OZSHANTI even if the buyer chooses to not return the item(s).

Estimated and actual delivery dates

Under OZSHANTI Return/Refund Policy, time frames to report an issue or request a return may be based on:

• • • The estimated delivery date (the latest date in the estimated delivery range that was provided to the buyer at checkout). 

• • • The actual delivery date (the date that tracking confirms the item(s) was delivered, or the date that an item(s) was collected).

Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.

Appeals

When OZSHANTI decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of OZSHANTI’s decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. OZSHANTI reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals.

Refunds, payment holds and reimbursements

Refunds to buyers

Buyers are refunded to their original payment method. If we’re unable to send refunds to the buyer’s original payment method we may provide refunds by coupon, vouchers or credit redeemable for purchases on OZSHANTI.

OZSHANTI does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer’s bank, credit card issuer or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

Seller payment holds

If a buyer reports that they didn’t receive an item(s) or requests a return, or OZSHANTI steps in on a transaction issue, a seller’s funds may be held by OZSHANTI as outlined in the Terms & Conditions. 

Seller reimbursements to OZSHANTI

As described in this policy, OZSHANTI may determine that the seller is responsible for providing a refund to the buyer. When OZSHANTI issues a refund to the buyer on the seller’s behalf, OZSHANTI will seek to recover this amount from the seller in accordance with the Terms & Conditions.

 

Loss of coverage

Even if a transaction is eligible for OZSHANTI Return/Refund policy, buyers can lose protection if they open duplicate claims using other resolution methods, or engage in fraudulent or abusive buying behaviour.

Duplicate claims

Buyers can’t use more than one resolution method to get a refund. After selecting a resolution process (Return/Refund Policy, or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue.

• • • If a buyer files a chargeback with their payment provider, any cases opened through OZSHANTI Return/Refund policy for the same transaction are immediately closed.
    • If a seller loses a chargeback after the buyer has been refunded through OZSHANTI Return/Refund policy, they can appeal OZSHANTI’s decision by providing evidence of the lost chargeback.

Fraudulent or abusive buyer behaviour

Buyers will not be covered by OZSHANTI Return/Refund pollicy if they make fraudulent claims or engage in abusive activity. This includes, but is not limited to:

• • • Colluding with a seller to wrongly declare an item(s) value for customs.
    • Filing a chargeback after receiving a refund.
    • Claiming an item was not received when there is proof of delivery to the address provided on the Order details page.
    • Falsely claiming an item was not as described.
    • Opening duplicate cases using other buyer protection programs.
    • Returning an item(s) other than the original item received.
    • Using or damaging an item and then returning it.

In addition to the consequences described in the Terms & Conditions, we reserve the right to indefinitely suspend an individual’s coverage under OZSHANTI return/refund policy and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer’s ability to request returns or refunds on OZSHANTI and account suspension.

Other terms and related policies

• • • We may provide buyers and sellers with access to each other’s contact information in accordance with our Privacy Policy.
    • OZSHANTI Return/Refund policy is not a product warranty, and does not replace your Australian Consumer Law rights.
    • Terms and conditions for users.
    • In certain situations, OZSHANTI may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer.
    • We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement.
    • Buyers and sellers permit us to make final decisions about all cases, including appeals.