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The Online Marketplace – Australian Shipping Only

Returns and Disputes Policy

The Sellers have the right to dictate their own returns and warranty policies, and this should be stated in their item description or shop description. In all instances the Sellers terms must adhere to the Australian Competition & Consumer Commision's (ACCC) Consumer rights and obligations. Please check the Sellers terms before processing your order.

If the Seller hasn't added their own return policies, it will default to the Finders Keepers returns policy as stated on this website.. 

The Finders Keepers Returns Policy

Items that cannot be returned include: personalised products, custom-made or made-to-order items, underwear or swimwear, earrings for pierced ears that have been tried on and beauty items that have been opened. 

Returns can only be for change of mind purchases providing the item is unused, unworn and unopened. If these requirements are not met, the seller reserves the right to deny a return.

Return postage is your responsibility unless the item is incorrect or faulty, in which case the seller will reimburse the return postage.

Please ensure you use a trackable or signed for delivery service such as Registered post, as the Seller cannot refund you until the item has been received.

All communication on returns and enquiries must be done via the Message Centre to ensure there is adequate history and evidence if in the rare circumstance the correspondence needs to be escalated to a dispute.

How to return an item - Change of mind:

If you receive an item and wish to return it for any reason you must inform the Seller in writing within 14 days of receiving the item.

To do this - you can contact the seller via your account login at any time.

Steps to request to return an item:
  1. Login to your account.
  2. Click on the Order you wish to return an item.
  3. Click 'Contact Seller' and select 'Returns and Replacements'.
  4. If you do not have an account, you can contact them via your order email by clicking 'View Order' and 'Contact Seller' or their shop by clicking 'Contact Seller' filling out your details and selecting 'Returns and Replacements'. 
  5. If the Seller agrees to process the return you will need to return the item within 10 days of the return being approved.
  6. You will need to supply the Seller with the details of when the item was returned and tracking number.
  7. Once the item has been received the Seller will process the refund within 2 days of receiving the returned item, unless communicated otherwise.

A refund will be processed back to the same way you made payment - Credit Card or PayPal*.

*Please note: we cannot change the card or PayPal details in which the refund has been returned.

Faulty Items:

The customer must provide a detailed description of the fault together with photographic evidence and contact the Seller immediately. Once the seller has reviewed this information and / or received the item back, any decision to honour a refund is at their discretion and based on the evidence provided by the customer.

If the Seller approves the return based on the fault of item, and requires for the item to be returned to them, they will be required to reimburse the Buyer the cost of the additional return shipping at a reasonable cost.

The Buyer and the Seller can then come to an agreement to repair or replace an item, or if no repair or replacement is available, to refund the faulty item.

Steps to report a faulty item:
  1. Login to your account.
  2. Click on the Order you wish to return an item.
  3. Click 'Contact Seller' and select 'Returns and Replacements'.
  4. If you do not have an account, you can contact them via your order email by clicking 'View Order' and 'Contact Seller' or their shop by clicking 'Contact Seller' filling out your details and selecting 'Returns and Replacements'. 
  5. Provide as much detail as possible about the fault, damage or problem with photographic evidence to the Seller.
  6. The Seller must then offer a repair, replacement or a refund based on the outcome agreed to between the customer and the seller.
  7. If you return an item, you will need to supply the Seller with the details of when the item was returned and the tracking number.
  8. Once the item has been received the Seller should repair or replace the item within an agreed timeframe, or process the refund within 2 days of receiving the returned item, unless communicated otherwise.

A refund will be processed (less shipping charges if applicable) back to the same way you made payment - Credit Card or PayPal*.

*Please note: we cannot change the card or PayPal details in which the refund has been returned.

Exchange:

Alternatively you can also arrange an exchange with the Seller provided its a like-for-like product and the Seller is able to facilitate the exchange outside of editing the order. 

If another product is required then the Buyer must request a refund and follow the refund procedure. Once this is complete, the Buyer can then place a new order.

Steps to initiate an exchange:
  1. Login to your account.
  2. Click on the Order you wish to return an item.
  3. Click 'Contact Seller' and select 'Returns and Replacements'.
  4. If you do not have an account, you can contact them via your order email by clicking 'View Order' and 'Contact Seller' or their shop by clicking 'Contact Seller' filling out your details and selecting 'Returns and Replacements'. 
  5. Provide details to the Seller about the product you wish to exchange and what item you would like as a replacement.
  6. The Seller must then come back to you with your options for an exchange, if available you may initiate a return. 
  7. If you return an item, you will need to supply the Seller with the details of when the item was returned and the tracking number. The return of an item is at your own cost.
  8. Once the item has been received the Seller should exchange the item within an agreed timeframe, or alternatively process the refund within 2 days of receiving the returned item, unless communicated otherwise.

A refund will be processed (less shipping charges if applicable) back to the same way you made payment - Credit Card or PayPal*.

*Please note: we cannot change the card or PayPal details in which the refund has been returned.

Lost parcels, incorrect or missing order item/s

If for any reason you have received an incorrect item, you are missing an item from your Order, or you parcel has not arrived, you will need to get in contact with the Seller promptly. You must advise the Seller about the discrepancy and provide information or photographic evidence if possible.

In the instance of a missing item, once the Seller has been provided with evidence regarding the item that is missing they are required to resend a replacement item at their own expense.

Disputes:

A dispute occurs when a Buyer and a Seller can not resolve a problem with a purchase directly between themselves.

Raising a dispute should be the Buyers absolute last resort. Disputes should be avoided where possible, using well timed, diplomatic and fair communication. Disputes can take time and often require the Buyer and Seller to provide evidence of their role in the transaction and item delivery.

If a Buyer does escalate a message thread to a dispute, the Finders Keepers Support team will have access to the message thread and all evidence between the Buyer and Seller. The Finders Keepers Support team may take further action if deemed necessary. This could mean overriding a refund in favour of the Buyer if we feel the evidence is clear enough.

The Finders Keepers Support team also have the right to close a shop if we feel the Seller is breaching the rules, not playing fair and not representing The Finders Keepers Online Marketplace in the best way.

Last updated on 12th September 2019

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