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Last revision: 17/01/2024
Available formats: Word and PDF
Size: 4 to 6 pagesFill out the template
This Returns Policy is a document which is intended for use in a "business-to-consumer" (B2C) situation. The document outlines the procedures and conditions under which customers may return products that they have purchased via a website or mobile application. Customers returning a product might be seeking a replacement, a repair, an exchange for a different product, store credit, or a full refund.
In this Returns Policy, we detail when customers may be entitled to return their product, the instances when they may not, the steps required to initiate such a request, and the remedies they may be entitled to.
In some cases, customers might have rights under the Australian Consumer Law, such as the Consumer Guarantees. If so, this Returns Policy can be adapted as required.
When do the Consumer Guarantees Apply?
How to Use This Document
This document is suitable for any individual or business that sells products online and needs a comprehensive Returns Policy.
Customers are not required to sign this document. It is provided to customers at the point of purchase or made easily accessible, such as through a link on the website or app, ensuring they are informed about the policy before making a purchase.
Once finalised, the document should be readily available to customers, either through a dedicated section on the website or app, or provided at the digital point of sale. Many website owners choose to include a link to their Returns Policy in the website footer, which is visible at the bottom of each page on their website.
Purchases made after 1 January 2011 may be subject to the Australian Consumer Law, which sets forth a series of Consumer Guarantees.
Moreover, contracts for the sale of goods or services may be influenced by general principles of contract law as established in the common law.
Under the Consumer Guarantees of the Australian Consumer Law, it is required that:
Further information about the Australian Consumer Law and the Consumer Guarantees is available from the Australian Competition and Consumer Commission.
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