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Returns and Refunds Policy

UPDATED: 11 Nov 2024

Bushpop is dedicated to creating a safe and reliable marketplace for everyone. This policy ensures a fair and secure marketplace, protecting buyers and supporting sellers. Please read this policy carefully to understand your rights and responsibilities as a member of Bushpop.

Return Eligibility

To qualify for a return, transactions must be completed on Bushpop, and sellers are required to use Bushpop-approved couriers for safe, trackable delivery (see our Shipping Policy). Items are eligible for return if they meet one of the following conditions:

  • Failed Verification: The item does not pass Bushpop’s verification process.
  • Not as Described: The item is significantly different from the listing description.
  • Unreceived: The item was never delivered.

Complimentary Authentication

Items over $1,000 AUD will automatically be opted into Complimentary Authentication and buyers may request Complimentary Authentication on any order. Items opted into Authentication are first sent to Bushpop for inspection, where we verify them against the listing description and provide detailed images to the buyer for approval. Opting for this service may extend delivery times.

Return Conditions and Timeframes

Standard Returns: Buyers have 30 days from delivery to request a return. For items that use Complementary Authentication, buyers have an extended 60-day return period.

Condition of Returned Items: Items must be returned in the same condition as received, with no additional wear, damage, or alterations. For sealed items, such as new electronics, the seal must remain intact to qualify for return.

Final Sale Items: Items purchased through auctions, trades, or swaps are considered final sale and cannot be returned unless they fail Bushpop’s verification.

Return Shipping Costs

Return shipping costs are determined by the reason for the return:

  • Bushpop-Covered: If the item fails verification or is significantly different from the listing.
  • Seller-Covered: If the item arrives damaged or is inaccurately described.
  • Buyer-Covered: For change of mind, ordering errors, or returns after approving the authentication process.

Refund Process

Once a return is approved and the item is received in its original condition, Bushpop will initiate the refund process. Refunds are typically processed within 1-3 business days, depending on the payment method.

How to Start a Return or Refund Request

  1. Log in to your Bushpop account, visit your Account section, then select “Purchases”
  2. Select the item and submit a return request with any relevant details and photos.
  3. Our team will review the request. If approved, we’ll provide instructions to complete the return.

Payment Hold Period

To protect both parties, Bushpop holds payments to sellers for 14 days after delivery to allow buyers time to inspect the item. If no issues are raised within this period, funds are automatically released to the seller. Buyers may request an extension of the hold period if additional time is needed to inspect the item. In the event of a dispute, funds remain on hold until it is resolved.

Resolving Disputes

We encourage buyers and sellers to communicate directly to resolve issues. If an agreement cannot be reached, Bushpop offers mediation:

  • Submit a Dispute: The buyer provides details and images of the issue within the return period.
  • Bushpop Review: Bushpop reviews the evidence and may request further documentation.
  • Final Decision: Bushpop will make a final decision. In cases of abuse, account restrictions or penalties may apply.

Resale Option for Returned Items

Sellers may opt to have Bushpop relist returned items for resale. Sellers who choose this option receive 80% of the resale price upon sale, and Bushpop handles listing, storage, and marketing.

Return Policies for Private Sellers and Registered Businesses

Private Sellers: Private sellers are not required to accept returns unless the item was not delivered or was significantly different from the description.

Bushpop Protection: All Bushpop transactions are protected, so any item that doesn’t match its description or was not received qualifies for a refund. Returned items must be sent back to the seller before a refund is issued.

Registered Businesses: Registered businesses on Bushpop must accept returns when:

  • The item was inaccurately described.
  • The item arrived damaged.
  • The item was unreceived.

In these cases, registered businesses must cover the return shipping cost and obtain proof of damage if the item is damaged upon delivery. Businesses are required to respond to customer inquiries within 48 hours.

Non-Returnable Items

Certain items are exempt from returns, including:

  • Perishable goods
  • Digital items
  • Gift cards

Changes to This Policy

Bushpop reserves the right to update or change this Returns and Refunds Policy at any time to protect the marketplace and improve services. Changes take effect immediately upon posting, so users are encouraged to review this policy regularly.