Change of Mind Returns
Our Change of Mind Returns Policy aims to ensure that both our customers and sellers are provided with clear guidelines and expectations regarding returns where a customer has changed their mind about a purchase.
Do I need to offer change of mind returns for the items I sell on Everyday Rewards Shop?
All sellers on Everyday Rewards Shop are required to offer 30 day change of mind returns to customers in accordance with the Returns Policy. Return shipping will be paid by Everyday Rewards Shop where the return is made for change of mind reasons.
We do not require sellers to offer change of mind returns on the following items: cosmetics & beauty items (e.g. skin-care, hair-care, makeup, nail care items); personal care items (e.g. underwear & intimates, electric toothbrushes, shaving & hair removal, pierced jewellery); any items classified as being a dangerous or prohibited item by Australia Post (eg. flammable liquids such as nail polish or perfume, soft drink makers) big and bulky items (with a gross weight greater than 22kg, shipping length greater than 105cm and shipping dimensions greater than 0.25 cubic metres); select electronics, toys and outdoor items (i.e. heaters, home & theatre systems and soundbars, ride-on toys, outdoor furniture, barbecues, camping tents, swags, electric scooters and outdoor play equipment); perishable goods (e.g. flowers, foods) and gift hampers; custom-made, monogrammed, personalised, or altered itemsand
● items that are advertised on their item listing as not eligible for change-of-mind returns (as approved by Everyday Rewards Shop).
What is the time frame for a customer being eligible for a change of mind return? Customers may initiate a change of mind return within 30 days from the date of their order being placed.
What condition must returned items be in?
To qualify for a change of mind return, the item must be in 'as new' condition, which entails being in its original packaging (with packaging seals being intact where applicable), unused and in a resalable condition. Sellers do not need to accept a change of mind return on any items that show signs of use, damage, or alteration.
An item being ‘as new’ includes:
● packaging seals being intact (where applicable) and the item being in its originalpackaging;
● not being worn or used; and
● if applicable, refurbished items having no signs of additional wear or damage.
For a change of mind return, can I charge additional fees or make deductions from the refund amount?
The price paid for the item by the customer must be refunded in full, and we do not allow sellers to charge additional fees associated with the change of mind return (i.e. restocking fees). You do not need to refund any amounts charged to the customer to ship the item to them, however, if the item is a ‘Free Shipping’ item, you cannot deduct a
shipping cost from the refund.
What is the refund process for customers?
Upon receipt of the returned item, sellers will have up to 2 business days to inspect a product and ensure that it meets the 'as new' condition criteria. Once a return is approved, you must issue a refund in the Seller Portal and solve the ticket within 2 business days, and the customer will be issued a refund for the cost of the item.
Return of Faulty Items
What if there is an issue with the item (e.g. faulty, missing parts)?
Customers may still be eligible for a refund in accordance with Australian Consumer Law and our Returns Policy. It is your responsibility to communicate with the customer directly to resolve issues, including issuing a refund, replacement and/or repair and
organising shipping labels for return to warehouse (where applicable).
How will a Return be processed?
At this stage we set our return eligibility at the category level (not at the item level).
There are two processes for returns.
1. Self Serve Returns Process: If the customer is returning an item that is within an eligible category for a change of mind return and within 30 days of purchase:
● A customer is able to submit a return request (regardless of the return reason) through the Everyday Rewards App (the “ Self Serve Returns Process ”). When a customer does this, an Australia Post return label will automatically be issued.
Sellers do not receive a notification at this stage.
● The customer will bring the item they wish to return to an Australia Post location.
Once the return label is scanned, the Seller will receive a ticket in the Enquiry
Inbox in the Seller Portal.
● Once the item is received by the Seller, the Seller will inspect the returned item
and approve or reject the return request.
● If the return is approved, the Seller will issue a refund in the Seller Portal and solve the ticket. If the return is rejected, the Seller will communicate this decision appropriately to the customer via the ticket. The customer has the option to escalate the ticket per the normal customer ticket process - if the customer exercises this option, the Woolworths MarketPlus team is happy to assist with
the resolution.
All marketplace products are covered by our MyDeal Refund Guarantee
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