Refund Policy

1. Transaction Protection

For eligible transactions, a buyer's payment may be held through Declut's payment infrastructure or authorised payment partners while the transaction is being completed.

The seller may not receive the funds immediately after the buyer makes payment.

Funds may remain held until the applicable transaction requirements are satisfied.

2. Inspect Before You Accept

Where physical inspection applies, buyers should inspect the item before confirming acceptance.

The buyer should check that:

• The item matches the listing;
• Its condition is reasonably consistent with the description and photographs;
• Significant defects have been disclosed;
• The correct item has been provided; and
• Where reasonably possible, the item's basic functionality is as represented.

If the buyer is satisfied, the buyer may confirm acceptance and complete the transaction.

3. When a Buyer Rejects an Item

If the buyer inspects an item and determines that it materially differs from the listing, the buyer should select the appropriate option within Declut indicating that there is a problem with the item.

The buyer may be asked to provide:

• A reason for rejection;
• A written explanation;
• Photographs or videos;
• Details of the discrepancy; and
• Other evidence reasonably required to review the issue.

The seller may be notified and given an opportunity to respond.

4. Eligible Refund Reasons

A buyer may be eligible for a refund where:

• The item is materially different from its description;
• Significant damage was not disclosed;
• The wrong item was provided;
• The item is materially defective contrary to the listing;
• The item is suspected to be counterfeit or otherwise unlawfully represented;
• The seller cannot complete the transaction; or
• Declut determines that a refund is appropriate under applicable law or Platform policies.

5. Change-of-Mind Refunds

Where permitted by applicable law and Declut's applicable transaction rules, a buyer who changes their mind for reasons unrelated to seller misrepresentation may be permitted to cancel or receive a refund before the transaction is completed.

Examples may include:

• The buyer no longer wants the item;
• The buyer changes their purchasing decision;
• Distance or collection arrangements become inconvenient; or
• The buyer experiences a personal logistics issue.

Where such a refund is permitted, applicable service, transaction, or processing charges may be non-refundable to the extent permitted by law and disclosed to the buyer.

Any applicable deduction will be communicated before or during the relevant transaction process.

6. Seller Misrepresentation

Where a refund results from material seller misrepresentation, Declut may treat the transaction differently from an ordinary change-of-mind cancellation.

Depending on the circumstances and applicable law:

• The buyer may receive an eligible refund;
• Applicable buyer charges may also be refunded where appropriate;
• The seller's account may receive a warning or restriction;
• The listing may be removed; and
• Repeated or serious violations may result in account suspension or termination.

7. Completed Transactions

Buyers should not confirm acceptance until they have inspected the item where inspection is available.

Once a buyer confirms that an item is satisfactory and the transaction has been completed, refund availability may be limited.

However, this does not prevent a user from reporting fraud, latent issues that could not reasonably have been discovered during inspection, unlawful goods, or other matters for which rights or remedies exist under applicable law.

8. Disputed Transactions

If the buyer and seller disagree about the condition of an item or responsibility for a failed transaction, the matter may be escalated to Declut.

Declut may temporarily restrict the release of funds while reviewing the dispute.

We may consider:

• Original listing information;
• Listing photographs;
• Buyer evidence;
• Seller evidence;
• Communications relating to the transaction;
• Inspection information; and
• Other relevant evidence.

Declut may determine the appropriate Platform-level handling of the transaction in accordance with this Policy, our Terms of Use, and applicable law.

9. Refund Processing

Approved refunds will generally be returned through an available supported payment method.

Processing times may vary depending on the payment provider, financial institution, payment method, and circumstances of the transaction.

Declut cannot guarantee how quickly a bank or third-party payment provider will make refunded funds available after the refund has been processed by the relevant payment system.

10. Non-Refundable Charges

Certain service, transaction, payment-processing, or other disclosed charges may be non-refundable where permitted by applicable law.

Whether a charge is refundable may depend on:

• Why the transaction was cancelled;
• Whether the seller was responsible for the issue;
• Whether Declut or a payment provider has already incurred transaction costs; and
• Applicable consumer-protection requirements.

Any non-refundable charge applicable to a transaction should be disclosed to the user before the relevant payment or cancellation decision where required.

11. Abuse of the Refund System

Declut may investigate users who repeatedly or fraudulently attempt to misuse the refund or dispute process.

Examples include:

• Making false claims about an item's condition;
• Submitting manipulated evidence;
• Attempting to retain both an item and refunded funds;
• Coordinating fraudulent transactions;
• Repeatedly purchasing items with no genuine intention of completing transactions; or
• Otherwise exploiting Declut's transaction protection system.

Accounts involved in refund abuse may be restricted or suspended, subject to applicable law.

12. Reporting a Problem

If there is a problem with a transaction, users should report it through the applicable transaction or dispute functionality within Declut as soon as reasonably possible.

For additional assistance, contact:

When contacting support, include the transaction ID and relevant information about the issue.

13. Changes to This Policy

Declut may update this Refund Policy as the Platform and its transaction processes evolve.

Material changes may be communicated through the Platform or another appropriate method.

The version applicable to a transaction will be determined in accordance with applicable law and the terms presented to the user at the relevant time.