If a customer receives products that are different from what was expected or described, sellers must offer one of the following solutions to the customer within 10 business days of being informed:
- Replace the incorrect products/vouchers with the correct ones at no extra charge. Make sure to send them out promptly and provide the customer with tracking information for the delivery.
- Issue a full refund through the Marketplace Portal.
Sellers are responsible for arranging the return or collection of the incorrect products from the customer, and are required to cover the costs. This is in line with the Australian Consumer Law.