Returns, Refunds, Exchanges & Warranty

15. Returns, Refunds, Exchanges & Warranty

15.1 Purpose

BuySell is committed to providing a fair and transparent process for handling returns, refunds, exchanges, and warranty claims.

This policy seeks to balance the rights of Buyers, Sellers, Manufacturers, and BuySell while maintaining the integrity of the Platform.

Nothing in this section limits any mandatory consumer rights provided under applicable law.

15.2 Eligible Returns

A Buyer may request a return where:

●        the wrong product was delivered;

●        the product is materially different from its description;

●        the product is defective upon delivery;

●        the product arrives damaged during delivery;

●        the product is missing essential components or accessories;

●        the product is counterfeit or not genuine;

●        the Seller delivers an incorrect quantity.

All return requests must be submitted through the BuySell Platform.

15.3 Non-Eligible Returns

Unless otherwise required by law, returns will generally not be accepted where:

●        the Buyer changes their mind after delivery;

●        the product has been used beyond reasonable inspection;

●        the product has been intentionally damaged;

●        accessories, manuals, or original packaging are missing without reasonable explanation;

●        the return request is submitted after the applicable return period;

●        The defect results from misuse, negligence, accident, or unauthorized repair.

15.4 Non-Returnable Products

Certain products may not be eligible for return due to health, safety, legal, or operational reasons.

These may include:

●        personalised or customised products;

●        digital products after activation or download;

●        gift cards and vouchers;

●        products clearly marked as non-returnable before purchase;

●        perishable goods;

●        products sealed for hygiene reasons once opened;

●        software licences once activated.

Additional product-specific return conditions may apply.

15.6 Inspection of Returned Products

Returned products may be inspected by:

●        the Seller;

●        the Manufacturer;

●        BuySell;

●        an authorised inspection partner.

Inspection may determine:

●        whether the reported issue exists;

●        whether the product has been tampered with;

●        whether the product qualifies for return.

Inspection results shall determine the appropriate resolution.

15.7 Return Shipping

Where a return is approved:

●        BuySell may arrange collection through an approved Logistics Partner; or

●        the Buyer may be instructed to return the product to an authorised location.

Unless otherwise stated, responsibility for return shipping costs shall be determined based on the reason for the return.

Where the return results from Seller error, the Seller shall generally bear the return shipping cost.

15.8 Exchanges

Where appropriate, BuySell or the Seller may offer:

●        replacement with the same product;

●        replacement with an equivalent product;

●        repair;

●        store credit;

●        refund.

The selected remedy shall depend on:

●        product availability;

●        nature of the defect;

●        applicable law;

●        Seller obligations;

●        warranty terms.

15.9 Refunds

Approved refunds shall be processed using the original payment method wherever reasonably possible.

Refunds may be issued as:

●        reversal to the original payment method;

●        credit to the BuySell Wallet

●        replacement order;

●        another refund method approved by BuySell.

15.10 Refund Timeline

Refund processing times may vary depending on:

●        payment provider;

●        issuing bank;

●        lender;

●        payment method;

●        regulatory requirements.

BuySell will use commercially reasonable efforts to process approved refunds promptly but cannot guarantee banking processing times.

15.11 Refunds for BNPL Orders

Where a purchase was financed through Buy Now, Pay Later:

●        refunds may first be applied toward the outstanding financing balance;

●        remaining funds, if any, shall be handled in accordance with the financing agreement;

●        BuySell shall cooperate with the participating Lender in processing approved refunds.

The Buyer remains responsible for complying with the financing agreement until the refund has been fully processed by the Lender.

15.12 Warranty

Manufacturer warranties remain the responsibility of the Manufacturer or authorised Seller unless BuySell expressly states otherwise.

Warranty coverage may include:

●        manufacturing defects;

●        hardware failures;

●        component defects;

●        software defects where applicable.

Warranty coverage does not generally extend to damage caused by:

●        misuse;

●        accidental damage;

●        liquid damage;

●        unauthorised repair;

●        improper installation;

●        normal wear and tear.

 

15.13 Warranty Claims

To submit a warranty claim, Buyers may be required to provide:

●        proof of purchase;

●        product serial number;

●        photographs or videos;

●        diagnostic information;

●        any additional information reasonably requested.

Warranty claims shall be processed in accordance with the applicable manufacturer's warranty policy.

 

15.14 Fraudulent Claims

BuySell maintains a zero-tolerance policy towards fraudulent refund or warranty claims.

Examples include:

●        returning a different product;

●        replacing genuine parts with counterfeit parts;

●        intentionally damaging a product before requesting a refund;

●        submitting false evidence;

●        making duplicate claims;

●        abusing the return process.

Where fraud is identified, BuySell may:

●        reject the claim;

●        suspend the account;

●        permanently terminate Platform access;

●        recover financial losses;

●        report the matter to law enforcement authorities where appropriate.

 

15.15 Disputed Returns

Where a Buyer and Seller disagree regarding a return request, BuySell may review available evidence, including:

●        photographs;

●        videos;

●        delivery records;

●        inspection reports;

●        communication history;

●        product serial numbers;

●        logistics records.

BuySell may facilitate a resolution based on the available information.

Where the dispute cannot reasonably be resolved through the Platform, the parties may pursue any remedies available under applicable law.

 

15.16 Returned Product Condition

Returned products should be returned in substantially the same condition in which they were received, together with:

●        original packaging where reasonably available;

●        accessories;

●        manuals;

●        chargers;

●        warranty cards;

●        promotional items included in the original order.

Reasonable inspection by the Buyer shall not, by itself, disqualify an otherwise eligible return.

15.17 Abuse of the Returns Process

BuySell may monitor return activity to detect abuse.

Accounts exhibiting excessive or suspicious return behaviour may be subject to:

●        additional verification;

●        reduced return privileges;

●        temporary suspension;

●        permanent termination;

●        investigation for fraud.

 

15.18 BuySell's Role

BuySell provides the technology and processes that facilitate returns, refunds, exchanges, and warranty claims.

Unless expressly stated otherwise, BuySell does not become the owner of returned products and does not assume responsibility for Manufacturer warranties.

Where appropriate, BuySell may facilitate communication and resolution between Buyers, Sellers, Manufacturers, Logistics Partners, and Lenders.

15.19 Limitation of Liability

Except where required by applicable law, BuySell shall not be liable for:

●        defects arising after delivery due to misuse;

●        Manufacturer warranty decisions;

●        delays caused by Sellers, Manufacturers, Logistics Partners, or financial institutions;

●        indirect or consequential losses arising from product defects.

Nothing in this section limits any mandatory statutory consumer rights.

15.20 AI-Assisted Claim Review

BuySell may use automated systems, including artificial intelligence, to assist in identifying fraudulent claims, verifying evidence, prioritising cases, or supporting human review. Final decisions will remain subject to appropriate oversight.

15.21 Repair Network

BuySell may appoint authorised repair centres to inspect, repair, or replace eligible products. Repairs by unauthorised service providers may void eligibility for certain warranty claims where permitted by the applicable warranty terms.

15.22 Sustainable Returns

Where suitable, BuySell may offer repair, refurbishment, resale, donation, or recycling options for returned products as part of its sustainability initiatives.