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RETURNS & REFUNDS POLICY


This Returns & Refunds Policy explains how returns, exchanges, and refunds work on the website at Chrisvic.com and related mobile applications and services (the "Platform"), operated by DashMove Limited (the "Company," "we," "us," or "our").

This Policy forms part of our Terms and Conditions. Please read it together with the Shipping Policy.

1. MARKETPLACE NATURE OF RETURNS

1.1 The Platform is a multi-vendor marketplace. Each Product is sold directly by the Vendor, not by the Company. Individual Vendors may offer their own return, exchange, and refund terms, which are shown in the Product listing and at checkout.

1.2 This Policy sets out the minimum standards that apply to all Purchases on the Platform. Where a Vendor's return policy offers more favourable terms to the Buyer, the more favourable terms shall apply.

1.3 In the event of a conflict between a Vendor's return policy and this Policy, this Policy prevails to the extent necessary to protect the Buyer's rights.

2. DEFINITIONS

  • "Buyer" means a user who purchases a Product on the Platform.
  • "Order" means a confirmed purchase of a Product through the Platform.
  • "Product" means any goods or services listed for sale on the Platform.
  • "Vendor" means a registered seller of Products on the Platform.

3. GROUNDS FOR RETURN

3.1 Standard Returns

Unless a Vendor specifies otherwise in their listing, Buyers may return a Product within 3 days of delivery for a refund or exchange if:

  • (a) the Product is defective or damaged;
  • (b) the Product is not as described in the listing (including wrong size, colour, model, or specifications);
  • (c) the Product is materially different from its description or images;
  • (d) the Product was not the item ordered; or
  • (e) the Buyer changes their mind within 2 days of delivery, provided the Product is unused, unopened, and in its original condition and packaging.

3.2 Non-Returnable Products

Unless otherwise specified by the Vendor, the following Products are generally not returnable:

  • (a) personalised, custom-made, or made-to-order Products;
  • (b) perishable goods and food items (except where defective or not as described);
  • (c) intimate apparel and hygiene products that have been opened or used;
  • (d) digital products, downloadable content, and software (once delivered or redeemed);
  • (e) gift cards and vouchers;
  • (f) Products that have been used, worn, washed, or otherwise altered after delivery;
  • (g) Products with broken seals or removed tags;
  • (h) any Product expressly marked as non-returnable in the listing.

4. CONDITION OF RETURNED PRODUCTS

4.1 To be eligible for a return, the Product must be returned in its original condition, including original packaging, tags, accessories, manuals, and any free gifts, unless the Product is defective or was received in a damaged condition.

4.2 The Product must not have been used, damaged, or altered in a way that reduces its value, other than to the extent reasonably necessary to examine the Product.

5. HOW TO INITIATE A RETURN

5.1 To initiate a return, the Buyer must contact the Vendor through the Platform or by following the return procedure available on their Order page within the applicable return period.

5.2 The Buyer should provide:

  • (a) the Order number;
  • (b) the Product details;
  • (c) the reason for the return; and
  • (d) photographs or other evidence where the Product is claimed to be defective or damaged.

5.3 The Vendor (or the Company, where the Vendor does not respond) will review the return request and approve or reject it, stating the reason for any rejection.

6. RETURN SHIPPING

6.1 Where the return is due to a defect, damage in transit, incorrect delivery, or a Product that is not as described, the Vendor (or the Company, as applicable) will bear the cost of return shipping.

6.2 Where the Buyer returns a Product due to a change of mind, the Buyer will bear the cost of return shipping unless the Vendor offers free returns.

7. INSPECTION AND PROCESSING

7.1 Upon receiving a returned Product, the Vendor will inspect it to confirm it meets the conditions set out in this Policy.

7.2 Where a returned Product is found to be damaged, incomplete, used, or otherwise not in a returnable condition, the Vendor may reject the return or reduce the refund amount to reflect the diminished value of the Product. Any such deduction will be explained to the Buyer.

7.3 Refunds or exchanges will be processed within 7 business days of the Vendor's approval of the return, and in any event within the time required by applicable law.

8. REFUNDS

8.1 Refunds will be issued to the original payment method used for the Order, or to a method agreed between the Buyer and the Vendor.

8.2 The refund amount will include:

  • (a) the purchase price of the returned Product; and
  • (b) any delivery costs paid by the Buyer, where the return is due to a defect, damage in transit, incorrect delivery, or a Product that is not as described.

8.3 Refunds exclude any costs of return shipping borne by the Buyer, and any deductions applied in accordance with Section 7.2.

8.4 Refund processing times depend on the payment method and the Buyer's bank or card issuer. Once the refund has been initiated, it may take up to 7 business days to appear in the Buyer's account.

9. EXCHANGES

9.1 Where a Buyer requests an exchange for a Product of the same value (for example, a different size or colour), the exchange will be processed subject to availability.

9.2 Where the requested exchange Product is unavailable, the Vendor will offer an alternative or process a refund.

10. DEFECTIVE OR DAMAGED PRODUCTS

10.1 If a Buyer receives a defective or damaged Product, they should notify the Vendor through the Platform as soon as reasonably possible, and in any event within 2 days of delivery.

10.2 Where a Product is defective and cannot be repaired or replaced, the Buyer will be entitled to a full refund, including delivery costs, in accordance with this Policy.

11. CANCELLATIONS

11.1 A Buyer may cancel an Order before the Vendor has dispatched it, free of charge.

11.2 Once an Order has been dispatched, cancellation is subject to the return procedure set out in this Policy.

11.3 Where an Order is cancelled before dispatch, the Buyer will receive a full refund of the purchase price and any delivery costs.

12. DISPUTE RESOLUTION

12.1 Where a Buyer and a Vendor cannot agree on a return, exchange, or refund, either party may escalate the matter to the Company for resolution through the Platform's dispute resolution mechanism.

12.2 The Company will review the matter (including any evidence provided) and may make a determination, including issuing a refund where appropriate.

12.3 Nothing in this Policy limits the Buyer's statutory rights under the Federal Competition and Consumer Protection Act 2018 or any other applicable consumer protection law.

13. FRAUD AND ABUSE

13.1 We take reasonable steps to detect and prevent return fraud and abuse, including false claims of non-delivery, return of Products not purchased on the Platform, and repeat abuse of returns.

13.2 Where we reasonably suspect fraud or abuse, we may reject a return, withhold a refund, suspend the Buyer's account, and/or report the matter to the relevant authorities.

14. AMENDMENTS

We may update this Policy from time to time. The updated Policy will be posted on the Platform with the "Last Updated" date and will apply to Orders placed on or after that date, unless a longer period is required by applicable law.

15. CONTACT US

If you have any questions or concerns about this Returns & Refunds Policy, please contact us.

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