Returns & Refunds Policy (for Vendors)

Effective Date: 24/11/2025
Issue Date: 24/11/2025

The Divergent Hive Marketplace requires vendors to clearly outline how customers can contact them and to provide a return and refund policy for every product or service. This ensures customers feel confident when purchasing and helps vendors meet their obligations under Australian Consumer Law.

1. Customer Rights Under Australian Consumer Law

Under ACL, consumers are entitled to a refund, repair, or replacement if goods or services:
• Have a major problem (e.g., faulty, unsafe, or significantly different from description)
• Fail to do what they are supposed to do
• Do not match the description, sample, or demonstration model

A “major problem” allows you to request a full refund or replacement. Minor issues may be eligible for repair or partial refund.
You are entitled to a refund for services not provided with due care or skill, or if the service is substantially different from what was agreed.

2. Vendor Responsibilities

Vendors must:
• Provide accurate product and service descriptions, including:
o Size, colour, features, and benefits
o Availability (ready-to-ship, downloadable, made-to-order)
• Respond to refund or return requests promptly (within 2 business days)
• Clearly communicate estimated delivery or service completion times
• Comply with ACL and this policy

3. Returns for Products

• Eligibility: Products can be returned if faulty, damaged, or not as described. Some products may also be returned if unused and in original packaging (vendor discretion).
• Process:

  1. The customer must contact you via the platform within 14 days of receiving their product if they wish to apply for a refund or return a faulty product
  2. Provide order details and explain the reason for the return
  3. Vendors will guide you on return shipping or other arrangements
    • Refunds: Once you (the vendor) have received the returned product and confirmed the issue, you must provide the customer with a refund within 7–14 business days via the original payment method. Vendors may offer replacement or repair as an alternative to a refund for minor issues.

4. Refunds for Services

• Eligibility: Refunds may be provided if:
o The service was not delivered with due care or skill
o The service was substantially different from what was agreed
• Process:
o Contact the vendor via the platform and explain the issue
o Vendors will respond and discuss options (partial refund, redo, or full refund)
• Timing: Refunds are issued within 7–14 business days once agreed

6. Shipping Costs

• Return shipping costs may be:
o Paid by you (the vendor) if the product is faulty or misrepresented
o Paid by the client if returning for other reasons (vendor discretion)
• Vendors must clearly state any shipping charges in their product listings

7. Contact Us

For questions or support regarding returns and refunds:
Email: admin@thedivergenthive.com