Nana’s Quest: Refund and Return Policies

Nana’s Quest is dedicated to fostering a fair and supportive shopping environment for both buyers and sellers. To ensure transparency and compliance with Australian Consumer Law (ACL), the following refund and return policies apply to all transactions on our platform. By using Nana’s Quest, both buyers and vendors agree to these terms.

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1. Overview of Refund and Return Rights

Under Australian Consumer Law, buyers have the right to remedies—including repairs, replacements, or refunds—when products are faulty, damaged, or misrepresented.

  • Vendors are responsible for ensuring that their products comply with these legal obligations.
  • Nana’s Quest supports buyers and sellers in resolving disputes, stepping in when necessary to mediate and ensure fairness.

2. Buyer Refund and Return Policy

If you’re a buyer on Nana’s Quest, here’s what you need to know:

A. Refunds for Faulty or Misrepresented Items

  • Eligibility: Buyers are entitled to a refund, replacement, or repair if the item is faulty, damaged during delivery, or significantly different from its description.
  • Timeframe: Buyers must contact the seller within 14 days of receiving the item to report any issues.
  • Return Shipping Costs: The seller is responsible for covering return shipping costs for faulty or misrepresented items.

B. Change-of-Mind Returns

  • Not Required by Law: Sellers are not legally obligated to accept change-of-mind returns.
  • Seller-Specific Policies: Some sellers may choose to offer this option. Check the seller’s return policy for details.
  • Shipping Costs: For change-of-mind returns (if accepted), buyers may need to cover the return shipping costs.

C. How to Return an Item

  1. Contact the Seller: Use the Nana’s Quest messaging system to explain the issue and include any relevant photos or details.
  2. Agree on a Solution: The seller will work with you to provide a resolution (e.g., refund, replacement, or repair).
  3. Complete the Return: If approved, follow the seller’s return instructions. Package the item carefully to avoid further damage during transit.

3. Seller Return Policy Guidelines

Vendors on Nana’s Quest must adhere to Australian Consumer Law and clearly outline their return policies on their profile pages.

Suggested Return Policy Template

  • Faulty or Damaged Items: Returns accepted for faulty, damaged, or misrepresented products. Contact within 14 days.
  • Change of Mind: Returns for change of mind are not accepted unless explicitly stated in the seller’s policy.
  • Processing Time: Refunds processed within 7 business days after receiving the returned item.
  • Refund Method: Refunds are issued to the original payment method or as store credit, based on the seller’s policy.

4. Dispute Resolution

Nana’s Quest offers a fair dispute resolution process if buyers and sellers cannot reach an agreement.

  1. Contact Nana’s Quest Support: Provide detailed information, including photos and communication history.
  2. Investigation: Nana’s Quest will review the case and mediate to find a fair resolution.
  3. Final Decision: If necessary, Nana’s Quest will make the final decision on disputes.

5. Exclusions and Non-Returnable Items

Certain items may not be eligible for returns or refunds, depending on the seller’s policy and Australian Consumer Law:

  • Digital Products: Non-returnable unless faulty or misrepresented.
  • Custom or Personalised Items: Non-returnable unless faulty.
  • Final Sale Items: Clearly marked items may be excluded from returns unless faulty.

6. Return Shipping and Refund Processing

  • Faulty or Seller Error: The seller covers return shipping costs.
  • Change-of-Mind Returns: If accepted, buyers are responsible for return shipping costs.
  • Refund Processing Time: Refunds are processed within 7 business days after the item is received and inspected.

7. Spam or Vulgar Behavior

  • Vendors or buyers engaging in spam, vulgar, or abusive behavior may have their accounts suspended or permanently closed.
  • Nana’s Quest reserves the right to take immediate action to maintain a safe and respectful platform.

FAQs on Refunds and Returns

Q: Can I return an item if I change my mind?

  • Returns for change of mind are not legally required. Check the seller’s policy for details.

Q: What should I do if my item arrives damaged?

  • Contact the seller within 14 days and provide photos of the damage.

Q: How long does it take to get a refund?

  • Refunds are generally processed within 7 business days after the seller receives the returned item.

Q: Can Nana’s Quest step in if I have an issue with the seller?

  • Yes. Contact Nana’s Quest support with your case details, and we’ll help mediate the issue.

Contact Nana’s Quest Support

If you need assistance, reach out to us at:

  • Email: Click Here
  • Mail: PO Box 289, Katanning, WA 6317, Australia

By participating in Nana’s Quest, you agree to abide by these Refund and Return Policies. Let’s create a positive and fair experience for everyone involved.

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