Refund policy

If you have any questions about your order, need to report a damaged, faulty or missing item, or would like to request a return (once accessed and approved by our customer service team) please contact our Customer Service Team.

Phone: 1300 650 666
Email: themarkethub@aredirect.com.au
Hours: Monday to Friday, 8:00am – 4.30pm (AEST)

When contacting us, please include:

• Your order number
• The item number(s) of the affected product(s)
• A description of the issue
• Photos of the product and packaging (where applicable)

Missing or Undelivered Orders

If your order, or part of your order, has not arrived after the estimated delivery timeframe shown in your order confirmation, please contact our Customer Service Team.

We will investigate the delivery with our carrier and keep you informed throughout the process.

Damaged Items

If your order arrives damaged, please notify us within 2 business day of delivery.

To help us assess your claim, please provide:

• Your order number
• The affected item number(s)
• Clear photos of the damaged product and its packaging

Once we receive your information, our Customer Service Team will review your claim and respond within 48 business hours.

Where your claim is approved, we will arrange an appropriate resolution, which may include a replacement, refund or credit.

Faulty or Incorrect Items

If you receive a faulty, defective or incorrect item, please contact our Customer Service Team as soon as possible.

Please include:

• Your order number
• The affected item number(s)
• A description of the issue
• Photographic evidence where possible

We will assess your claim in accordance with the Australian Consumer Law. Depending on the nature of the issue, we may offer a replacement, refund or credit.

Returns Assessment

Where a return is required, our Customer Service Team will provide you with a Returns Request Form and return instructions.

Once we have received:

• Your completed returns information; and
• The returned goods (where applicable),

your claim will be assessed.

You will be advised by email whether your request has been approved or declined.

Approved refunds or credits will be processed within 5 business days of the assessment being completed.

Refunds

If your claim is approved for a refund:

• Refunds will be processed using the original payment method.
• Purchases made by credit or debit card will be refunded back to the same card used for the original transaction.
• Depending on your financial institution, it may take 3–10 business days for the refund to appear on your statement after it has been processed.
• If a refund cannot be processed to the original payment method, our Customer Service Team will contact you to discuss an alternative solution.

Credits

Where a credit is approved instead of a refund, the credit will be applied to your customer account and can be used against future purchases.

Credits are issued only after the claim has been assessed and approved.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.