Seller Returns & Remedies Policy

Version 2.1 — MVP (Tier 1 Sellers Only)

Capitalised terms have the meaning given in the Definitions & Interpretation document.

This policy defines how returns, refunds, and remedies are handled when a buyer disputes a transaction.

It exists to: protect buyer trust; ensure fair outcomes; correct inaccurate listings; and prevent misuse of the platform by either party.

All outcomes are determined by reference to the listing as published, the Seller Listing Standards, and evidence provided.

Remedies are based on accuracy of disclosure, not intent.

Listings are treated as binding representations.

Sellers are responsible for the completeness and conservatism of their disclosures.

Buyers are responsible for reading listings and accepting disclosed defects.

Remedies aim to resolve disputes quickly, avoid unnecessary freight, and correct behaviour without creating windfalls.

Only the following dispute types are recognised.

A. Item Not as Described — The product materially differs from the published listing. Examples include undisclosed defects, incorrect dimensions, incorrect species, incorrect quantities, and defect location misrepresented.

B. Damage in Transit — The product matches the listing but was damaged after dispatch. Handled separately under the Freight & Delivery Policy.

C. Buyer Error — The product matches the listing but is unsuitable for the buyer's intended use. This includes change of mind, misreading dimensions, and accepting disclosed defects and later rejecting them.

Pickup Orders — Disputes may be raised within 24 hours of pickup only where the product is materially not as described. All other disputes are excluded once goods are collected. Risk transfers at pickup.

Delivered Orders — Disputes must be raised within 24 hours of delivery. Claims raised outside this window will not be considered.

Seller Response Window — When a dispute is raised, the seller has 2 business days to respond. Business days are Monday to Friday, excluding Victorian public holidays. The response window is calculated from the time the dispute is submitted, preserving time of day. If the seller does not respond within this window, the dispute is automatically escalated to the platform for review.

To raise a dispute, buyers must provide: clear photographs of the issue; photos showing scale where relevant; and reference to the specific listing description or omission.

Free-text complaints without evidence are not accepted.

Sellers may provide: listing photos; photos taken at time of loading; and tallies (if attached to the listing).

A seller is at fault where the product does not materially match the published listing, including by omission. The following remedy sequence is applied in order.

Step 1 — Partial Refund (Preferred Outcome): Where the product remains usable for a reasonable purpose, the seller may offer a partial refund. The buyer may accept or reject. The partial refund is processed from held funds. This outcome avoids return freight and preserves value for both parties.

Step 2 — Return at Seller Cost: If the buyer cannot reasonably use the product as listed, the item is returned to the seller. Return freight is funded via the platform's protection mechanism. Seller payout (or future payout) is reduced accordingly. Returned items must be in the same condition as delivered, assessed against delivery and loading photographs. If goods are returned in materially worse condition, they may be rejected. Once a valid return is confirmed, the buyer is refunded the goods value.

Step 3 — Full Refund Without Return (Exceptional): Applied only where return freight is disproportionate to value, or the product cannot reasonably be resold. This outcome is used sparingly and at the platform's discretion.

Seller Consequences — Seller-at-fault outcomes may result in reduced listing visibility, temporary listing restrictions, or suspension for repeat behaviour.

Where the product matches the listing and disclosures, the buyer may request a return. Acceptance of such a return is at the seller's discretion.

If accepted: return freight is paid by the buyer; a 20% restocking fee is deducted from the refund and paid to the seller; and platform fees and protection fees are not refunded.

If the seller declines a discretionary return, the transaction stands.

Individual Items — Specific defects and locations are expected to match exactly. Omission is treated as misrepresentation.

Pack or Bulk Lots — Remedies are assessed against disclosed defect types, disclosed distribution assumptions, and tally (if provided). Where defect presence falls within disclosed ranges, the buyer bears the risk.

If a tally was attached to the listing, it is binding and quantity disputes are resolved arithmetically.

If no tally was attached, listings sold as packs are accepted as variable. Missing individual lengths do not constitute misrepresentation.

The platform assesses disputes against published listings and evidence, determines applicable remedies, and processes refunds and returns.

The platform does not assess timber quality beyond disclosure accuracy, certify performance or suitability, or negotiate outcomes outside this policy.

Platform decisions are final.

Repeated disputes arising from inaccurate listings may result in seller removal from the platform.