Refund and Dispute Policy
1. Introduction
At Marinopoulos (“we,” “our,” or “us”), your satisfaction is important to us. This Refund and Dispute Policy explains how refunds are granted under specific circumstances and how disputes are resolved. By purchasing our products or services, you agree to abide by this Policy, to the extent permitted by Australian Consumer Law and other applicable legislation.
2. Eligibility for Refunds
2.1 Defective or Damaged Products. If you receive a defective or damaged product, you are entitled to request a refund, exchange, or repair, as mandated by Australian Consumer Law. Please contact us within fourteen (14) days of receiving the product to initiate the process.
2.2 Incorrect Orders. In the event you receive an incorrect order (e.g., wrong item or quantity), you have the right to request a refund, exchange, or re-delivery of the correct item. You must notify us within fourteen (14) days of receiving the incorrect order.
2.3 Unsatisfactory Services. If a service you purchased does not meet reasonable expectations or was not delivered as agreed, you may request a refund or other remedy. We will assess refund requests on a case-by-case basis in line with Australian Consumer Law.
2.4 Change of Mind. Refunds for change of mind (i.e., no longer wanting a product or service) are generally not provided, unless otherwise specified in this Policy or required by Australian Consumer Law.
3. Conditions for Refunds
3.1 Proof of Purchase. A valid receipt, invoice, or proof of purchase is required for all refund requests.
3.2 Timeframe. Refund requests must be made within fourteen (14) days from the date of purchase or receipt of the product or service, unless a different timeframe is mandated by law.
3.3 Original Condition (for Physical Products). Items must be returned in their original condition, unused, and with all original packaging and tags intact to qualify for a refund, unless the product is faulty or otherwise covered under consumer guarantees.
3.4 Documentation (for Services). For services, any relevant documentation or evidence supporting the refund claim must be provided to facilitate the evaluation of your request.
4. Non-Refundable Items and Services
4.1 Customized or Personalized Products. Orders for customized or personalized products cannot be refunded once the product has been made in accordance with your specifications, unless the product is defective.
4.2 Digital Goods. Downloadable software, e-books, and other digital goods are non-refundable once accessed or downloaded, unless required by law.
4.3 Final Sale Items. Items marked as “Final Sale” or “Non-Refundable” at the time of purchase are not eligible for refunds or exchanges, unless required by law.
4.4 Fully Delivered Services. Services that have been completed or delivered as agreed upon are non-refundable, unless the service was not performed in accordance with consumer guarantees under Australian Consumer Law.
5. How to Request a Refund
5.1 Contact Us. To initiate a refund, please visit our Contact Page or email us at support@marinopoulos.au. Provide your order number, date of purchase, and a detailed explanation of the reason for the refund request.
5.2 Supporting Documentation. Attach any necessary documentation, such as photos of defective products or service agreements, to support your claim.
5.3 Return Instructions. If a return of the product is necessary, we will provide you with return instructions. You are responsible for return shipping costs unless the product is defective or incorrect, or unless otherwise mandated by Australian Consumer Law.
6. Processing Time for Refunds
6.1 Approval and Processing. Once your refund request is approved, please allow up to ten (10) business days for the refund to be processed. Refunds will be issued using the original payment method unless otherwise agreed upon in writing.
6.2 Stripe Transactions. For payments made via Stripe, the time it takes for funds to be credited back to your account may vary depending on your bank’s or card issuer’s policies. We are not responsible for any delays caused by financial institutions.
7. Dispute Resolution Process
7.1 Internal Complaint Procedure. If you are unsatisfied with our response to your refund request, you may escalate the issue by submitting a written complaint through our Contact Page. We will review the complaint and respond within ten (10) business days.
7.2 Mediation. If the dispute remains unresolved, you may seek mediation through the Dispute Settlement Centre of Victoria or other relevant bodies under Australian law.
8. Amendments to This Policy
We reserve the right to modify this Refund and Dispute Policy at any time. Any changes will be posted on this page, and the revised policy will take effect immediately upon posting. Your continued use of our Services after any changes are made constitutes your acceptance of the updated policy.
9. Contact Information
For any questions, concerns, or disputes regarding this Policy, please visit our Contact Page or email us at support@marinopoulos.au.