Effective date: 13 December 2025
Version: 1.1
Website: https://cardlotz.com
Contact: https://cardlotz.com/contact-us
ABN: 32 894 804 453
Jurisdiction: Queensland, Australia
1. Purpose and Scope
This Seller Return & Refund Policy (“Policy”) sets out the mandatory obligations of all sellers (“Sellers”) who list and sell items on the Aussie Card Traders marketplace (“Platform”).
By listing items for sale on the Platform, Sellers agree to comply with this Policy, the Seller Agreement, and all applicable Australian laws, including the Australian Consumer Law (ACL).
This Policy applies only to Sellers and governs how returns, refunds, and disputes must be handled.
2. Seller Responsibility Under Australian Consumer Law
Sellers are legally required to comply with the ACL. This includes ensuring that all items sold:
- Are of acceptable quality;
- Match their description, images, grading claims, and condition statements;
- Are fit for any purpose disclosed in the listing;
- Are delivered free from undisclosed defects or damage.
Sellers cannot exclude, restrict, or limit consumer guarantees, even if a listing states “no returns” or “final sale”.
3. Seller Return Obligations
3.1 Non-Conforming Items (Mandatory Returns)
Sellers must accept returns and/or provide refunds where an item is:
- Faulty or defective;
- Damaged in transit (unless clearly disclosed and accepted prior to sale);
- Materially not as described or misrepresented;
- Incorrectly supplied.
In these cases, the Seller must provide an appropriate remedy, which may include:
- Full refund;
- Replacement (subject to buyer consent);
- Repair (where reasonable and lawful).
3.2 Change of Mind Returns (Optional)
Sellers are not legally required to accept returns for change of mind.
However, Sellers may choose to offer change-of-mind returns, provided that:
- The terms are clearly disclosed in the listing prior to purchase;
- The policy is applied consistently;
- It does not conflict with ACL requirements.
If offered, Sellers may specify:
- Time limits (minimum clarity required);
- Condition requirements;
- Who bears return postage costs;
- Any restocking fees (reasonable only).
4. Prohibited Seller Conduct
Sellers must not:
- Refuse a lawful return for a non-conforming item;
- Require buyers to waive ACL rights;
- Impose unlawful fees for statutory returns;
- Provide misleading condition descriptions or grading claims;
- Require buyers to pay return shipping for faulty or misdescribed items.
Violations may result in enforcement actions under Section 10 of this Policy.
5. Return Process for Sellers
When a return request is initiated:
- Seller Notification
The Seller will be notified through the Platform or via email. - Response Time
Sellers must respond within 3 business days. - Evidence Review
Sellers must review evidence provided by the buyer (photos, videos, descriptions). - Resolution Proposal
Sellers must propose a lawful resolution within 5 business days, including:- Refund amount;
- Return instructions (if applicable);
- Responsibility for return shipping.
Failure to respond may result in platform intervention.
6. Return Shipping Responsibilities
- For non-conforming items, Sellers are responsible for:
- Return shipping costs (unless otherwise agreed);
- Ensuring return instructions are reasonable and accessible.
- For change of mind returns, Sellers may require the buyer to pay return shipping, if clearly disclosed prior to sale.
Sellers should require tracked shipping for high-value items.
7. Refund Processing Requirements
- Refunds must be processed promptly once the return is received or approved.
- Refunds must include:
- Purchase price;
- Original standard shipping (where required by law).
- Refunds must be issued using the original payment method, unless otherwise agreed.
Delays or refusals may result in Platform enforcement.
8. Seller Liability for Packaging and Transit Damage
Sellers are responsible for ensuring that items are packaged appropriately for shipment.
Damage caused by inadequate packaging is considered a seller fault, regardless of carrier involvement.
9. Final Sale Listings
Sellers may mark items as “Final Sale” only for change-of-mind purposes.
A “Final Sale” label does not remove the Seller’s obligations under the ACL for faulty, damaged, or misdescribed items.
10. Platform Enforcement and Seller Accountability
Aussie Card Traders reserves the right to:
- Require Sellers to issue refunds;
- Reverse transactions;
- Debit Seller accounts to resolve buyer claims;
- Impose account restrictions or suspensions;
- Terminate Seller access for repeated or serious violations.
Seller compliance history may be considered when disputes arise.
11. Dispute Resolution
If a Seller disputes a return decision:
- The Seller may request internal review by Aussie Card Traders;
- The Platform’s determination is final for marketplace enforcement purposes;
- Sellers retain independent rights under law but must comply with Platform decisions while active.
12. Policy Amendments
This Policy may be updated at any time to reflect legal, operational, or marketplace changes. Continued selling on the Platform constitutes acceptance of the updated Policy.
13. Contact Channels
Contact Us: https://cardlotz.com/contact-us
Reporting: https://cardlotz.com/report-an-issue