AUCZI Return Policy

Last updated: 12 August 2026

We want buying on AUCZI to be straightforward and fair. This Return Policy explains how returns, cancellations and refunds are handled through the AUCZI marketplace.

Your rights may depend on whether the seller is acting as a business or private seller, the type of product purchased, the reason for the return and the law that applies to the transaction.

1. Before requesting a return

Please check the product listing, order details and any return information provided by the seller.

If there is a problem with your order, use the available AUCZI order or support options so that the issue can be recorded and handled appropriately.

2. Change-of-mind returns

Where a consumer purchases online from a business seller and a legal right to cancel applies, the consumer will normally have 14 days after receiving the goods to tell the seller that they wish to cancel the purchase.

After notifying the seller, the consumer will normally have a further 14 days to return the goods.

Some products and transactions are excluded from change-of-mind cancellation rights. The applicable legal rules and any permitted seller return terms will therefore depend on the particular transaction.

3. Faulty, damaged or incorrectly described items

If an item is faulty, damaged, not as described or otherwise does not meet applicable legal requirements, the buyer may have statutory rights to a refund, repair, replacement, price reduction or another appropriate remedy depending on the circumstances.

A seller's return conditions cannot remove statutory consumer rights that apply to the transaction.

Buyers should report the problem as soon as reasonably possible through the available AUCZI order or support process.

4. Items that arrive damaged

If an item arrives damaged, the buyer should report the problem promptly.

Where available, photographs of the item, packaging and delivery condition may help the seller and AUCZI understand what happened and resolve the issue.

Buyers should keep the item and relevant packaging while the matter is being reviewed unless instructed otherwise.

5. Item not as described

Sellers must describe their products accurately.

If the product received materially differs from the listing description, photographs, stated condition or other important information provided before purchase, the buyer should report the issue through AUCZI.

6. Incorrect item received

If a seller sends the wrong item, the buyer should report the problem through the relevant order.

The seller should take reasonable steps to correct the problem, which may include arranging a return, replacement or refund as appropriate.

7. Return postage

Responsibility for return postage depends on the reason for the return, applicable law and the terms disclosed for the transaction.

For a permitted change-of-mind return, the buyer may be responsible for the direct cost of returning the item where this was properly disclosed and the law allows it.

Where an item is faulty, incorrect or materially not as described, the seller must comply with their applicable legal obligations regarding return costs.

Where available, AUCZI may provide return instructions or access to delivery services to help manage the return.

8. Returning an item safely

Items should be packaged appropriately for the return journey.

Where reasonably appropriate, buyers should consider using a delivery service that provides proof of posting or tracking and retain the relevant receipt or tracking information until the return has been completed.

Buyers should not intentionally damage, alter or misuse an item before returning it.

9. Condition of returned items

For change-of-mind returns where cancellation rights apply, consumers may normally inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where permitted by law, a seller may be able to make an appropriate deduction if the value of goods has been reduced because they were handled beyond what was reasonably necessary.

This does not remove rights relating to faulty or misdescribed goods.

10. Refunds

Once a valid return or cancellation has been accepted and any applicable return requirements have been satisfied, the refund should be processed in accordance with applicable law and the payment arrangements used for the transaction.

For applicable consumer cancellation rights, business sellers must observe the legal deadlines governing refunds.

Where required by law, the refund may also include the appropriate standard outbound delivery charge.

Payment providers and banks may require additional processing time before refunded funds appear in the buyer's account.

11. Exceptions to change-of-mind returns

Certain goods and services may not carry the usual change-of-mind cancellation right where an applicable legal exception applies.

Depending on the circumstances, examples can include certain personalised or made-to-order goods, certain perishable goods, some sealed goods where legal conditions for the exception are satisfied, and certain digital content or services after the applicable requirements have been met.

An exception to a change-of-mind return does not automatically remove rights where goods are faulty, misdescribed or otherwise fail applicable legal requirements.

12. Business sellers

Sellers acting in the course of business must comply with applicable consumer protection law.

Business sellers must not use their own return conditions to unlawfully restrict a consumer's statutory rights.

AUCZI may take appropriate marketplace action where a business seller repeatedly fails to meet applicable legal or marketplace obligations.

13. Private sellers

Purchases from private sellers may not carry the same change-of-mind rights that apply when a consumer purchases from a business seller.

However, private sellers must still provide truthful listing information and comply with legal obligations that apply to them.

AUCZI may provide marketplace assistance where a transaction does not match the listing or where fraud, misuse or another marketplace policy issue is suspected.

14. Delivery problems and missing items

If an order has not arrived, buyers should first review the estimated delivery information and available tracking.

If the delivery period has passed and the item has not arrived, the buyer should contact the seller or use the available AUCZI order-support process.

Delivery responsibility and available remedies will depend on the circumstances of the transaction and applicable law.

15. Disputes

We encourage buyers and sellers to try to resolve legitimate return and order problems fairly.

Where an issue cannot be resolved directly, AUCZI may provide tools or support to review information relating to the transaction.

AUCZI may consider relevant listing information, messages, payment records, delivery information, photographs and other evidence available through the marketplace.

Any AUCZI marketplace decision does not remove statutory rights or remedies that a buyer or seller may have under applicable law.

16. Refund and payout holds during a dispute

Where reasonably necessary, funds relating to a disputed transaction may be temporarily held while the issue is reviewed, subject to applicable payment terms and law.

Any hold should relate to the relevant transaction or legitimate marketplace risk and should not be used as an arbitrary penalty.

17. Abuse of the returns process

AUCZI may investigate suspected misuse of returns, refunds or buyer and seller protection processes.

This can include fraudulent claims, intentionally returning a different item, manipulating evidence or repeatedly abusing marketplace processes.

Appropriate action may be taken where there are reasonable grounds to identify misuse, while respecting applicable legal rights.

18. Your statutory rights

Nothing in this Return Policy is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded or restricted.

Where statutory consumer rights provide greater protection than a seller's return terms or this marketplace policy, those statutory rights continue to apply.

19. Need help with a return?

If you cannot resolve a return or refund issue using the relevant order options, please contact AUCZI Support.

Email: support@auczi.com

AUCZI — Buy with confidence. Sell with ease.