MARKETPASS PTY LTD – REFUND & RETURNS POLICY
Last Updated: [Insert Date]

This Refund & Returns Policy (“Policy”) applies to the following purchases from MarketPass Pty Ltd:

1. Physical Products
2. Vendor Fees

By placing an order or purchasing vendor-related services with us, you agree to the terms set out in this Policy.

1. GENERAL

1. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
2. Any benefits set out in this Policy may apply in addition to your rights under the Australian Consumer Law.
3. Please read this Policy carefully before making a purchase so that you understand your rights and what to expect if you are not satisfied with your order.

2. AUSTRALIAN CONSUMER LAW

1. Guarantees & Major Failures
   • Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with goods, you are entitled to:
     1. Cancel the purchase; and
     2. Receive a refund for the price of the goods; and
     3. Receive compensation for any reasonably foreseeable damage or loss.
   • If the failure with the service does not amount to a major failure, you are entitled to have the goods or services re-supplied within a reasonable time, or to cancel your purchase and receive a refund.
2. Consumer Guarantees
   • We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
   • If the Australian Consumer Law applies, we cannot avoid the consumer guarantees it provides. If there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
3. Further Information
   • You can find more information about the Australian Consumer Law on the website of the Australian Competition and Consumer Commission (ACCC).
   • A “major failure” under the Australian Consumer Law includes circumstances where the goods are substantially unfit for their normal purpose and cannot be easily rectified in a reasonable time; the goods are significantly different from their description; the goods are substantially unusable; or the goods are unsafe.

3. CANCELLATION AND CHANGE OF MIND

• We do not offer refunds if you change your mind, find a cheaper alternative elsewhere, or decide you no longer wish to use our physical products or vendor services.
• Please make your selections carefully.

4. PRODUCTS DAMAGED DURING DELIVERY

1. If you receive a physical product that has been damaged during delivery:
   • Contact us as soon as possible at [Contact Email/Phone Number].
   • Please retain the damaged product in the condition it was received, along with any packaging or documentation included.
2. We will arrange for the damaged product to be repaired or collected and replaced with an equivalent product, or provide a refund, provided you have notified us within 30 days of receiving the product.

5. EXCEPTIONS

We may refuse to provide a repair, replacement, or refund for a product or service you purchased if any of the following applies:

1. You misused the product in a way that caused the problem.
2. You were aware of the problem(s) with the product or service before purchasing it.
3. You requested custom alterations or asked for a service in a way that goes against our advice or specifications.
4. Any other exceptions that apply under the Australian Consumer Law.

6. SHIPPING COSTS FOR RETURNS

1. Faulty or Defective Products
   • If a product you purchased fails to meet one or more consumer guarantees under the Australian Consumer Law, we will bear the cost of shipping the product back to us and any replacement product sent to you.
2. Easy-to-Ship Products
   • If the product can easily be returned, you are responsible for organising its return. If the product is deemed eligible for a repair, replacement, or refund under this Policy, we will reimburse you for the reasonable shipping costs.
3. Bulky or Difficult-to-Remove Products
   • If the product is too large or difficult to remove and is eligible for repair, replacement, or refund, we will organise and cover the cost of postage, shipping, or collection.
4. Ineligible Returns
   • If we organise and pay for inspection or shipping but find the product is not eligible for repair, replacement, or refund under this Policy, you will be responsible for those costs.
5. Inspection Criteria
   • Upon receiving a returned product, we will inspect it according to the following criteria to determine eligibility:
     1. Original condition and packaging integrity
     2. Presence of all original components and accessories
     3. Absence of unauthorised modifications or damage
     4. Verification of the reported fault or defect

7. RESPONSE TIME

1. We aim to process requests for repairs, replacements, or refunds within 7 working days of receiving your request.
2. We will keep you updated on the status of your request and endeavour to resolve it as quickly as possible.

8. HOW TO RETURN PRODUCTS

1. Contact Us First
   • Before returning any item, please email us at info@vendorpass.com.au (or the relevant contact email) with your order details.
2. Refund Method
   • Approved refunds will be processed using the original payment method.
3. Proof of Purchase
   • To be eligible for a refund, repair, or replacement, you must provide proof of purchase (e.g. original receipt, order confirmation email, or bank statement).
4. Identification
   • We may require government-issued identification to verify your identity before processing a return or refund.

9. CONTACT US

For any enquiries or concerns about this Policy, or if you wish to request a repair, replacement, or refund, please contact us at:

MarketPass Pty Ltd
7 Rosebery Road Kellyville 2155 
Email: info@vendorpass.com.au
Phone: 0438 882 496