Returns & Refunds Policy

This policy covers two different things, and they work differently. Fees, deadlines and packaging conditions below apply to change of mind only — never to faulty goods.

1. Faulty, damaged or wrongly described goods

There is no time limit on reporting a fault. Your rights under the Australian Consumer Law last for as long as is reasonable given the type of product, what it cost, and how it is used. You do not need the original packaging, and you do not need a receipt if we can find your order another way.

If a product is faulty, damaged when it reaches you, or not as described, contact us with your order number, a description of the problem and photographs.

Where the failure is major, you choose between a refund and a replacement. Where it is not major, we may repair, replace or refund.

We pay for return postage on faulty goods. We send you a prepaid label. For lower-value items we will usually not ask for the item back at all.

No fee of any kind is deducted from a refund for faulty goods, and we refund the original delivery charge as well.

2. Returnless refunds

For items under $30, we will usually refund or replace on photographic evidence without asking you to send the item back. Keep it, pass it on or dispose of it.

This does not limit your rights. If you would prefer to return the item, we will send a prepaid label.

3. Change of mind

Changed your mind? You have 3 days from delivery to return most items for a refund. This is our own policy, offered in addition to your rights under the Australian Consumer Law — those rights are not affected by anything in this section.

The item must be unused, in resaleable condition and in its original packaging.

A flat return fee of $9.95 is deducted from your refund. We email you a prepaid label; you do not need to pay postage separately.

The original delivery charge is not refunded on a change-of-mind return.

These items cannot be returned for change of mind: earrings and other pierced jewellery; underwear, swimwear and other hygiene items where the seal is broken; personalised or made-to-order items; perishables; gift cards.

This exclusion does not apply if the item is faulty. Faulty items in these categories are covered by section 1.

4. How refunds are paid

Cash refunds go back to the payment method you used. We may offer YiwuMarket account credit as an alternative only when you choose and accept it; choosing account credit does not limit any rights you have under the Australian Consumer Law.

YiwuMarket account credit

Account credit is denominated in Australian dollars and can only be used to buy goods sold by YiwuMarket. It does not expire, earn interest, or permit top-ups. It cannot be transferred to another person, withdrawn as cash, or used outside YiwuMarket.

Credit is applied after any loyalty-points discount. Retailer account credit can be used with full-payment orders, but not with 30/70 staged-payment terms. Your current balance and transaction history are available in your account.

We start your refund within 3 business days of approving it. Funds usually reach you within 5–10 business days depending on your bank.

We do not deduct payment-processing fees from refunds.

If you redeemed points on the order, we return points in proportion to the amount refunded.

5. What this policy does not do

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law. Where this policy gives you more than the law requires, the extra is ours to give and we will honour it.