Returns, Refunds & Exchanges Policy

Returns, Refunds & Exchanges Policy

Indian Shopping Mela

Effective date: 17 September 2026 | Version 1.0

1. Purpose and Application

This Policy explains how returns, exchanges and refunds are handled for products purchased through Indian Shopping Mela (ISM). It applies to buyers and sellers and forms part of the applicable ISM Buyer Terms & Conditions and Seller Terms & Conditions.

ISM is a multi-seller marketplace. Unless expressly stated otherwise, the independent seller is responsible for the product it sells and for complying with this Policy and applicable consumer law. ISM may facilitate communication, return requests, dispute handling and payment adjustments.

2. Australian Consumer Law Comes First

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL). The voluntary 12-day change-of-mind exchange policy is additional to, and separate from, statutory consumer rights.

A seller must not tell a buyer that 'no refunds' or 'exchange only' applies where the buyer is legally entitled to a refund or another remedy under the ACL.

3. 12-Day Change-of-Mind Exchange Policy

For eligible products, a buyer may request a change-of-mind exchange within 12 calendar days from the date the product is recorded as delivered to the buyer.

For change of mind, ISM's marketplace policy is exchange only. A buyer is not entitled to a cash refund merely because they changed their mind, selected the wrong size or colour, no longer want the product, found it cheaper elsewhere, or otherwise no longer wish to keep an otherwise compliant product.

The buyer must submit the exchange request within the 12-day period and follow the ISM return process. Approval may be subject to the product meeting the eligibility conditions in this Policy.

4. Conditions for a Change-of-Mind Exchange

Unless a category-specific rule states otherwise, a product returned for change of mind must:

be unused, unworn, unwashed and unaltered;

be in substantially the same condition in which it was received;

include original tags, labels, accessories, components, manuals and packaging where reasonably applicable;

not show signs of wear, use, damage, odour, washing, alteration or misuse;

be packaged appropriately for the return journey;

be accompanied by the ISM order details and any information reasonably required to process the exchange.

A seller may reasonably reject a voluntary change-of-mind exchange if the returned product does not meet these conditions, subject always to any statutory rights the buyer may have.

5. Products Excluded From Voluntary Change-of-Mind Exchanges

For hygiene, health, safety, customisation or practical reasons, the following may be excluded from voluntary change-of-mind exchange unless the listing or ISM expressly states otherwise:

personalised, custom-made, made-to-order or specially altered products;

perishable food, sweets or other products with limited shelf life;

opened food or consumable products;

opened beauty, cosmetic, skincare, personal-care or hygiene-sensitive products;

earrings, pierced jewellery or other hygiene-sensitive jewellery once opened or worn;

underwear, intimate apparel or other hygiene-sensitive garments where applicable;

products that have been used, worn, washed, damaged or altered after delivery;

clearance or final-sale products where a lawful and clearly disclosed change-of-mind exclusion applies;

gift cards, vouchers or similar stored-value products where applicable.

These exclusions apply only to voluntary change-of-mind requests. They do not remove a buyer's rights where a product fails to meet a consumer guarantee under the ACL.

6. Exchange Options

Where a change-of-mind exchange is approved, the buyer may request an eligible replacement product, size, colour or variant, subject to stock availability and any applicable price difference.

If the replacement product costs more, the buyer may be required to pay the difference before dispatch. If it costs less, the treatment of the difference will be determined under the applicable exchange process and communicated before the exchange is completed.

If the requested replacement is unavailable, ISM and the seller may offer another available exchange option or other lawful solution. Unavailability does not automatically convert a voluntary change-of-mind request into a cash-refund entitlement.

7. Change-of-Mind Return Shipping

Unless ISM or the seller expressly offers free change-of-mind returns, the buyer is responsible for the reasonable cost of returning an eligible change-of-mind product and, where disclosed as part of the exchange process, the cost of sending the replacement product.

The buyer should use the return instructions provided through ISM and retain evidence of postage or tracking. ISM and the seller are not responsible for a buyer-arranged return that is lost because the buyer did not use reasonable care or follow the provided return instructions, subject to applicable law.

8. Wrong Product, Seller Error or Product Not as Ordered

If the seller sends the wrong product, wrong size or variant compared with the confirmed order, or the product materially does not match what was ordered, the buyer should report the issue promptly through ISM.

Where the issue is caused by the seller, the seller is responsible for providing the appropriate remedy and for reasonable return or redelivery costs where required by law or ISM policy.

9. Damaged Products

If a product arrives damaged, the buyer should report it as soon as reasonably possible and provide photographs of the product, packaging and shipping label where reasonably requested. Buyers should retain the product and packaging until instructed otherwise.

The seller must cooperate with the investigation and provide the remedy required under applicable law. Courier claims or insurance arrangements between a seller and its delivery provider do not remove the seller's obligations to the buyer.

10. Faulty Products and Consumer Guarantees

Products sold by businesses to consumers may be subject to consumer guarantees under the ACL, including guarantees concerning acceptable quality, fitness for disclosed purpose, correspondence with description and other applicable requirements.

If a product has a major problem, the buyer may have the right to reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value, subject to the ACL.

If the problem is minor and can be fixed, the seller may generally choose to provide an appropriate repair within a reasonable time. If the seller cannot or does not fix the problem within a reasonable time, further remedies may become available under the ACL.

11. Proof and Assessment

ISM or the seller may request reasonable information to assess a return or remedy request, including the order number, description of the issue, photographs, video, packaging, serial or product information, and evidence showing the fault or mismatch.

Requests for evidence must be reasonable having regard to the product and issue. A buyer is not required to prove a product failure in a manner inconsistent with applicable consumer law.

12. How Buyers Request a Return or Exchange

A buyer should:

open the relevant order in their ISM account or contact ISM support where account functionality is unavailable;

select or explain the reason for the request;

provide photographs or other reasonable evidence where the product is damaged, incorrect or faulty;

wait for the return/exchange instructions before sending the product where instructions are required;

package and return the product in accordance with the provided instructions;

retain tracking or proof of return until the matter is completed.

13. Seller Responsibilities

Every ISM seller must:

comply with this Policy and applicable Australian Consumer Law obligations;

respond to return, exchange and product-problem requests within the timeframe communicated by ISM;

not reject a valid statutory remedy by relying on a 'no refund' or 'exchange only' statement;

honour qualifying 12-day change-of-mind exchanges under this Policy;

provide accurate return instructions and maintain a valid return/dispatch address;

cooperate with ISM in disputes and provide relevant dispatch, product and communication records;

bear seller-attributable return or redelivery costs where required by law or this Policy;

not pressure a buyer to withdraw a legitimate return, complaint, review, chargeback or statutory claim.

14. Seller Failure to Cooperate

If a seller fails to respond, refuses to comply with this Policy or applicable law, or repeatedly creates unresolved return or product issues, ISM may take proportionate marketplace action. This may include issuing or facilitating an appropriate remedy, adjusting seller payouts, withholding an affected transaction amount, restricting listings, suspending the seller account or taking other action permitted by the Seller Terms & Conditions.

15. Refunds Required by Law

Although voluntary change-of-mind requests are exchange only, a refund may be required where the ACL gives the buyer that remedy or in another circumstance where a refund is legally required.

Where a refund is approved or legally required, it will generally be processed to the original payment method where reasonably possible. Bank and payment-provider processing times may apply after the refund is initiated.

16. ISM Commission When a Refund Occurs

Where a seller transaction is later refunded, ISM's marketplace commission charged on the original sale is not refunded or credited back to the seller, to the extent permitted by law and the ISM Commission & Payout Policy.

The seller remains responsible for the buyer refund and seller-attributable amounts. The treatment of commission, deductions, chargebacks and seller payouts is governed by the separate ISM Commission & Payout Policy.

17. Seller Payout Timing

ISM's standard seller payout policy is 14 days from the date of sale, subject to successful payment processing and any legitimate fraud, chargeback, legal or verification hold. The payout timing is designed to accommodate ISM's 12-day change-of-mind exchange period.

A completed payout does not remove a seller's responsibility for a later refund, chargeback, consumer-law remedy or other amount properly attributable to that seller.

18. Return Fraud and Abuse

Buyers must not make false claims, return a different product, intentionally damage a product, remove or substitute components, manipulate evidence, abuse chargebacks or otherwise misuse the return process.

Sellers must not falsely claim that a returned product is damaged, used or different in order to avoid a legitimate remedy.

ISM may investigate suspected abuse and may restrict accounts or take other proportionate action where there are reasonable grounds to do so. This does not prevent either party from exercising legitimate legal rights.

19. Marketplace Disputes

If a buyer and seller cannot resolve a return, exchange or refund issue, either party may ask ISM to review the matter. ISM may consider the listing, order information, tracking, photographs, communications and other reasonably available evidence.

ISM may facilitate or determine marketplace action under its policies, but nothing in ISM's internal process removes any statutory right a buyer or seller may have to seek external assistance or exercise legal rights.

20. Delivery Loss and Non-Delivery

If an order is not delivered, the buyer should report the issue through ISM. The seller may be required to provide valid tracking or proof of delivery. Where the seller cannot establish fulfilment and the buyer is entitled to a remedy, the seller remains responsible for that remedy in accordance with law and ISM policy.

21. Multiple-Item Orders

Where an order contains multiple products, a return, exchange or refund may apply only to the affected product or quantity unless the products form a set or the circumstances otherwise require a broader remedy under law.

22. Gifts

Where a product was purchased as a gift, ISM may require the original order information to process an exchange or statutory remedy. Refunds that are required or approved will generally be returned to the original payment method unless applicable law or ISM's payment process requires otherwise.

23. Policy Changes

ISM may update this Policy to reflect changes in law, marketplace operations, product categories or return processes. Material changes will apply prospectively and will be communicated where required by law. The policy applicable to a transaction will be determined having regard to the version in effect at the relevant time and any mandatory legal rights.

24. Relationship With Other ISM Policies

This Policy should be read with:

ISM Buyer Terms & Conditions;

ISM Seller Terms & Conditions;

ISM Commission & Payout Policy;

ISM Privacy Policy;

any applicable Shipping/Delivery Policy or category-specific return conditions.

25. Contact

Returns, exchanges, refunds and order support:

Indian Shopping MelaEmail: support@indianshoppingmela.com.auWebsite: indianshopping.online