Refund and Returns Policy

Effective Date: 10 February 2025

At Craftyva Global Pty Ltd, we aim to ensure that you are completely satisfied with your purchase. However, we understand that there may be instances where you need to return a product. This Refund and Returns Policy outlines the conditions under which we will accept returns and issue refunds for products purchased on our website.

By making a purchase, you agree to the terms of this policy. Please read it carefully before proceeding with any returns or refund requests.

1. General Return and Refund Policy

We comply with Australian Consumer Law (ACL), which provides protections for customers in case of faulty, damaged, or misrepresented goods. If you are not satisfied with a product or if it is defective, you may be eligible for a return or refund.

2. Return Eligibility

You can request a return or refund if the product:

• Is faulty or defective.
• Does not match the description or image provided on our website.
• Is damaged upon delivery (subject to proof).
• Has expired or is no longer fit for its intended purpose (where applicable).

Note: If you change your mind or no longer want the product, returns are generally not accepted unless explicitly stated in the product’s terms.

3. Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty, defective, or misrepresented:

• Customized or made-to-order products.
• Perishable goods (if applicable).
• Products marked as non-returnable at the time of purchase.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer support team within 30 days of receiving the product. Provide your order number, product details, and a description of the issue.
2. Return Authorization: We will review your request and issue a return authorization (if applicable).
3. Return Instructions: After approval, we will provide you with instructions for returning the product, including where to send it and any other necessary details.

Please ensure that the product is returned in its original packaging, unused, and in resellable condition (unless the product is faulty or defective).

5. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets the return criteria. If your return is approved:

• Refunds will be processed within 45 days to the original payment method.
• You will be notified via email about the approval or rejection of your refund.

If your return is rejected, we will provide you with a detailed explanation.

6. Shipping and Return Costs

• Faulty, Damaged, or Incorrect Products: If your product is faulty, damaged, or incorrect, we will cover the return shipping costs.
• Change of Mind: If you are returning a product due to a change of mind, you are responsible for the return shipping costs.
• If you choose to exchange the product, you may also be required to pay any shipping fees associated with the new item.

7. Exchanges

If you would like to exchange a product for a different size, color, or model, please contact us within [X] days of receiving the product. We will check if the exchange is possible and provide you with return and exchange instructions. If the exchange is approved, the return shipping cost will be covered if the product is faulty, damaged, or incorrect.

8. Warranty

Some products may come with a manufacturer’s warranty. If your product has a warranty, please refer to the manufacturer’s warranty terms for further details on how to proceed with a warranty claim. For agricultural machinery and other heavy industrial products, warranty claims must be handled by the manufacturer or vendor according to their terms.

If your product is covered by a warranty, you may be entitled to a repair, replacement, or refund as per the terms of the warranty.

9. Refund Exceptions

We do not offer refunds for:

• Products damaged due to misuse, negligence, or improper handling.
• Products that have been altered or customized after purchase.
• Opened or used products that cannot be resold unless defective.
• Products purchased after the refund period (typically [X] days from delivery).

10. Vendor-Specific Policies

As a multi-vendor platform, each vendor may have their own return and refund policies. Please note that for products sold directly by a third-party vendor:

• You must contact the vendor directly for issues related to returns, exchanges, and refunds.
• If a product is purchased through a vendor and is deemed faulty, we will assist in facilitating communication with the vendor to resolve the issue.

11. Consumer Rights Under Australian Law

This policy is in addition to your rights under the Australian Consumer Law (ACL). Under ACL, you are entitled to a remedy (repair, replacement, or refund) for products that are:

• Faulty or defective.
• Not as described or do not meet the promised quality.
• Unfit for the purpose for which they were sold.

If you have any concerns or need further assistance regarding your return or refund, feel free to contact our customer support team.

12. Contact Information

For any questions about returns, refunds, or exchanges, please contact us at:

Craftyva Global Pty Ltd
Maroubra, Greater Sydney Area, NSW
[email protected]
9876543210

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