Returns Policy
Our Returns Policy is in addition to your rights under the Australian Consumer Law. Please read the following carefully to ensure you are fully aware of your rights under this Policy and our obligations to you.
- Change of Mind Returns
- Change of mind returns exclusions
- OnePass Member 365 Day Returns
- Other Returns
- How to submit a return
- Warranties
- Refunds
- Marketplace returns / exchanges
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Change of Mind Returns
If for any reason you've had a change of mind about your purchase, Catch.com.au are happy to offer you a return for a Store Credit or exchange (at our discretion), provided that the item in question is;
- returned within 14 days of receiving the order;
- in as new condition, unopened, unused, with all original packaging, tags and seals intact;
- in a resalable condition; and
- not damaged in any way.
Please keep in mind that you'll be responsible for the cost and safe return of the goods, including return shipping fees. We highly recommend insuring high-value items for peace of mind during the returns process.
If your returned goods do not meet the criteria outlined in this Policy, we'll work with you to cover the cost of returning your items to your nominated address.
To initiate a return for a change of mind, submit a return request via the 'Orders' section of your Catch account. For goods sold by Catch, choose 'Return Request' from the available options. If you've purchased goods from a Marketplace seller, select 'Contact Seller' followed by 'Request Return'. For change of mind on returns or exchanges, the delivery fee is non-refundable.
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Change of mind returns exclusions
Change of mind returns for the following goods are excluded under this Policy:
- Cosmetics and Beauty products (if hygiene seal is broken)
- Pharmaceutical/Health products
- Perishable Goods and Food items
- Personal Care Items
- Hosiery
- Underwear and socks
- Swimwear
- Pierced jewellery
- Mattresses, pillows, mattress and pillow protectors
- Gift cards, phone recharge or third party gift cards
- Media - Books and unsealed CDs, DVDs & Video Games
- Adult toys/sexual health products
- Assembled furniture
- Personalized/Made to order Goods
- Earphones/Headphones (if package has been opened)
- Large/Bulky Appliances
- Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided.
Under The Australian Consumer Law, products on the list of exclusions can be returned if they are faulty, not fit for purpose, or do not match the sample or description.
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OnePass Member 365 Day Returns
If you are a OnePass member, you're entitled to a 365-day return window in case you decide to return a product due to a change of mind. This benefit covers purchases made on or after 5 September 2023 for products sold and delivered by Catch.com.au. This benefit does not extend to products sold by Marketplace sellers.
The following goods are excluded for change of mind returns beyond 14 days under this benefit, which is in addition to the exclusions that apply under Section 2:
- Technology/electrical
- 'Event' products (Christmas, Halloween, Easter)
- Marketplace products.
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Other Returns
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality, but the failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only.
We will accept product returns and provide you with a replacement, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match its sample or description.
Should you encounter an issue with your product, please contact us as soon as possible and before disposing the product. You can do this by submitting a return request via the Help Centre or via the 'Orders' section of your Catch account. Your claim will be assessed, and guidance will be provided on the next steps to take.
If your goods are still covered by the manufacturer's warranty, you have the option to contact the manufacturer regarding any faults or defects. Alternatively, you can reach out to us directly for assistance.
In the case of goods and/or services redeemable through a third-party provider, the refusal of a refund, or Store Credit, does not prevent you from seeking a refund directly from the provider.
Upon receipt of a returned item, we will proceed with either inspecting the goods ourselves or, in certain instances, we may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. Should we reasonably determine that the goods are defective, we will provide a remedy in accordance with your rights. We reserve the right not to offer a Store Credit, refund, or repair, where the item fault is a result of misuse or neglect.
If upon inspection we find no evidence of defects, we will reject your claim and return the goods to you. You will be responsible for covering the cost of return shipping for goods rejected upon inspection. Instructions on how to make this payment will be provided.
Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before returning to Catch.com.au or a Marketplace seller.
You are responsible for the return of your goods unless it is unreasonable for you to do so (such as large or bulky items) and in such circumstances we will arrange for them to be collected from you. We appreciate your cooperation in facilitating the returns process, which may involve assisting us with tasks like disassembling assembled items, where necessary. Please note that courier companies will only collect items that have been properly dismantled and packaged to ensure safe transit.
We aim to complete refunds within 7 business days and replacements within 28 business days from the date of receipt of the product. However, depending on the nature of the return and replacement product availability, in some instances, this process may extend beyond this period.
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How to submit a return
To initiate a return, simply sign in to your Catch account and submit a return request via the 'Orders' section. For items sold by Catch, choose 'Return Request' from the available options. If you've purchased items from a Marketplace seller, select 'Contact Seller' followed by 'Request Return'.
If you have a problem with your goods, consider including a photo or video of the issue. This will assist us in providing you with a speedy resolution. You'll have the option to attach these files while submitting your request.
Once submitted, our Returns and Warranty Team will be in contact with you within 2 business days to guide you through the next steps.
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Warranties
Any product warranty given by Catch.com.au will apply in addition to other rights and remedies you may have under the Australian Consumer Law. Where applicable, you may make a claim in relation to goods that are faulty in accordance with our 12 Month Warranty Terms & Conditions. This warranty only applies where specifically advertised in the product's listing.
Goods that you purchase from the Website (including Marketplace Seller goods) may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not given by Catch.com.au, and rights you may have in relation to those warranties, are separate to any warranty rights given to you by Catch.com.au. Some warranty documents provided by manufacturers of imported goods may not apply in Australia. You should contact the manufacturer identified on the warranty document to determine whether or not the warranty applies to the goods in Australia and, if so, how you should go about making a claim under such a warranty.
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Refunds
Refunds for defective goods will be provided using the original payment method you used for your purchase. If your original payment method was a Store Credit, a refund in the form of a Store Credit will be issued to the account used to purchase the goods.
Refunds for goods returned under change of mind will be refunded in the form of a Store Credit for products sold by Catch.com.au. Change of mind refunds for products sold by Marketplace will be refunded back to the original payment method used to purchase the goods.
We aim to complete refunds within 7 business days from the date of receipt of the product. However, depending on your payment method and your financial institution it can take up to 10 business days for funds to appear in your account.
If the purchase was made through a buy now pay later facility, the refunded money will be returned to the account held, and the balance will then be adjusted accordingly. To find out more about Afterpay visit www.afterpay.com. To find out more about Zip visit help.zip.co/en.
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Marketplace returns / exchanges
Marketplace purchases should be returned by contacting the relevant Marketplace Seller named on your order confirmation directly.
If you are unable to resolve a complaint or dispute with a Marketplace Seller in relation to your goods, you may submit your complaint to our dispute resolution agents via the Help Centre. Our agents will investigate your dispute in line with our dispute resolution procedures to ensure your issue is addressed.
Last updated: May 2024