Refund Policy

Last updated: 13 June 2026

SummitSwap Buyer Protection is included with every purchase made through SummitSwap checkout (Buy Now or accepted offer). It allows you to request a refund if:

• Your package never arrives
• Your package is damaged in transit
• Your item is significantly not as described (SNAD)
• The item appears to be counterfeit

This policy does not cover items that don't fit, don't suit you, or that you no longer want. You can still discuss a return directly with the seller, but acceptance is at their discretion.

Purchases made off-platform (for example through direct messages without using checkout) are not covered by Buyer Protection.

Reporting an issue

You have 3 days from delivery to report an issue through SummitSwap.

To report:

1. Open the conversation with the seller from your Purchases page
2. Press “I have an issue”
3. Submit your request with photos and a description

If no issue is reported within 3 days of delivery, the order is automatically completed and payment is released to the seller. This window cannot be extended.

When you report an issue:

• The order is suspended
• The payment is held in escrow
• The seller is notified and has 2 days to respond

What happens next

The seller responds (within 2 days)

The seller has two options:

Refund you — the seller agrees to refund. Depending on the reason, they may require the item to be returned first.

Reject the claim — the seller disagrees and must provide a written reason.

If the seller refunds without requiring a return, the refund processes immediately. If a return is required, the return process below applies.

The seller rejects the claim

If the seller rejects, you have 3 days to either:

• Accept the rejection — the dispute closes, payment releases to the seller.
• Escalate to SummitSwap support — the dispute moves to admin review.

If you take no action within 3 days, the dispute auto-closes and the seller is paid.

The seller doesn't respond

If the seller doesn't respond within 2 days, the dispute is automatically escalated to SummitSwap support.

SummitSwap reviews the dispute

When escalated, our support team reviews the evidence from both parties. Decisions are based on the listing description, photos provided, and the condition of the item on arrival.

The outcome will be one of:

• Refund the buyer (no return required) — applies to items not received and confirmed counterfeit cases.
• Refund the buyer with the item returned to the seller — applies to damaged in transit and SNAD.
• Release the payment to the seller — claim unsubstantiated.

Returns

If the resolution requires the item to be returned, the following applies.

The seller has 2 daysto accept the return and provide a return address. If the seller doesn't respond within 2 days, you are automatically refunded and no return is required. The seller forfeits both the item and the payment.

Once the seller has provided their return address:

You have 5 days to dispatch the item via tracked shipping and submit the tracking number through SummitSwap. The buyer covers return shipping unless the seller offers to cover it.

If you don't dispatch within 5days, the dispute closes in the seller's favour and the payment is released.

The item must be returned in the same condition you received it. Do not wash, use, or alter the item.

Once the item is delivered to the seller, the seller has 2 days to confirm receipt or report a problem with the return (wrong item sent back, item damaged further, empty package, etc.).

• If the seller confirms receipt — your refund processes.
• If the seller reports a problem — the dispute returns to SummitSwap for review.
• If the seller doesn't respond within 2 days — your refund processes automatically.

Counterfeit items

If you believe an item is not authentic, report it as a dispute and select “Suspected counterfeit” as the reason.

Counterfeit claims skip the seller-mediation step and go straight to SummitSwap support. The seller is notified and can upload evidence of authenticity, but cannot resolve the dispute themselves.

If we determine the item is counterfeit, you receive a full refund and are not required to return the item. The listing and seller are subject to additional review and possible removal from the platform.

If we determine the item is authentic, the dispute is closed and payment releases to the seller.

Refunds

Refunds are issued to your original payment method and include:

• The price of the item
• The original shipping fee
• The Buyer Protection fee
• Any GST applied

If you used a promotional discount, the equivalent amount is deducted proportionally.

Refunds typically appear in your account within 5 business days of resolution, depending on your bank.

If the seller wins the dispute, no refund is issued and the Buyer Protection fee is retained.

What's not covered

• Change of mind, items that don't fit, items you no longer want
• Wear and tear consistent with the seller's stated condition
• Damage occurring after delivery
• Items purchased outside SummitSwap checkout
• Issues reported after the 3-day window closes

For items not covered, you may negotiate a return directly with the seller. Any such arrangement is at the seller's discretion and outside SummitSwap Buyer Protection.

For issues raised after the SummitSwap Buyer Protection coverage has ended, SummitSwap may, at its discretion, assist with communication between the buyer and seller, but is not required to reopen the dispute process or provide a refund outside the process described in this policy.

Statutory rights

This policy explains SummitSwap Buyer Protection and the dispute process available through the SummitSwap platform.

It does not replace, limit, or exclude any rights that cannot legally be excluded under the Australian Consumer Law or other applicable laws.

Where a buyer has statutory rights in relation to an item, those rights are generally rights against the seller of the item, not SummitSwap. SummitSwap is an online marketplace that facilitates transactions between buyers and sellers, but SummitSwap is not the seller of the item unless expressly stated.

Some sellers on SummitSwap may be private individuals, and some may be businesses. Consumer guarantees under the Australian Consumer Law may apply differently depending on whether the seller is acting as a business or as a private individual.

After the SummitSwap Buyer Protection coverage has ended, any further issue, claim, remedy, return, refund, repair, replacement, or dispute is generally a matter between the buyer and the seller, subject to any rights or obligations that may apply under law.

For more information about Australian Consumer Law rights, visit consumerlaw.gov.au.

Need help?

Disputes must be raised through the “I have an issue” button on your order in your Purchases page. Disputes raised by email cannot be processed because they bypass the escrow hold and seller notification process.

If you can't find the button or need help with the process itself, contact support@summitswap.com.au.

Summary of timeframes