Returns & Refunds
Last updated 15 September 2026
Your consumer guarantees come first
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law. If a product has a major problem, you can choose a refund or replacement, or keep it and seek compensation for its reduced value. For a minor problem, we may provide a repair or another remedy required by law. Other rights, including compensation for reasonably foreseeable loss, may also apply.
Change of mind
A winning bid is binding and we do not offer change-of-mind returns. Review the lot description, photographs, condition and delivery charge before bidding. Contact us about anything you would like to clarify. This policy does not limit remedies for a product that fails to meet a consumer guarantee.
If something is wrong
If your item is not as described, arrives damaged, or does not arrive, use “Report a problem” on the item in My Wins or contact us. Include the lot or invoice number, a description of the problem and any relevant photographs. There is no fixed reporting deadline that takes away your statutory consumer rights.
How a report is handled
We assess the reported problem and may request information needed to understand it. Contact us to arrange any return. Keep the item safe while the issue is assessed; original packaging is not required to exercise your consumer rights. If a problem is confirmed, we reimburse reasonable return costs as required by law. Any request for an independent assessment does not remove your statutory rights.
Refunds
Refunds that are due are processed through our payment provider to the original payment method, unless we agree otherwise with you. The amount refunded and any delivery or return costs follow your statutory entitlement. Processing time can depend on your bank or payment provider. We do not provide an additional voluntary refund guarantee.
Won a lot that isn’t right? Go to My Wins and choose “Report a problem” on the item. See also our Conditions of Sale.