If a product or service a customer purchased on MyDeal fails to meet a consumer guarantee, the customer will have the right to ask for a repair, replacement or refund under the Australian Consumer Law, depending on whether the issue is major or minor.
We recommend obtaining photographic or video evidence from the customer to ascertain the issue/fault, which may avoid a lengthy return for inspection.
You required to provide one of the following remedies for product faults within 10 business days from being notified of the fault or damage from the customer:
- in the case of a refund: the Seller notifies MyDeal to issue a refund to the customer;
- in the case of a replacement: the Seller dispatches the replacement products and provides delivery tracking to the customer; or
- in the case of a repair: the Seller dispatches the repaired products and provides a delivery tracking to the customer.
The customer is responsible for returning the product if it can be posted or easily returned. You must reimburse the customer for reasonable postage, packaging and/or transportation costs if the products are confirmed to be faulty.
Please do not have any returns sent back to MyDeal. These will not be accepted.
If the products are too large, too heavy or too difficult to remove, the Seller is responsible for arranging, at their cost, the return and collection of the faulty products.
You may also be required to compensate the customer for any consequential costs incurred due to the faulty products. This includes, but it not limited to, cost of packaging material, cost to remove installed items (e.g. air-conditioning unit), and/or cost of disposing of faulty products.
You are required to respond within a maximum of 2 business days to any customer enquiry in relation to a product and/or voucher, including enquiries raised by MyDeal.com.au.