Refund & Returns Policy

Effective Date: 1 April 2026

At Shop South, we want you to love your purchase. Because our products are shipped internationally from India, please read this policy carefully before buying. Our policy works alongside your rights under Australian Consumer Law (ACL), which cannot be excluded.

1. Your Rights Under Australian Consumer Law

Under the ACL, our products come with automatic guarantees including that they are:

• Of acceptable quality — safe, durable, and free from defects
• Fit for the purpose described
• Matching their description and any samples shown
• Accompanied by clear title and undisturbed possession

These guarantees cannot be excluded, restricted, or modified. If a product fails to meet these guarantees, you are entitled to a remedy regardless of any other terms in this policy.

2. Quick Reference Summary

3. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, is defective, or is not what you ordered, we will make it right. Here is what to do:

• Contact us within 14 days of receiving your order at info@shopsouth.com.au
• Include your order number, a description of the issue, and clear photos or video of the problem
• We will review your claim within 3 business days and propose a remedy

Remedies for faulty or incorrect items include a full replacement (if stock is available) or a full refund to your original payment method. We do not require you to return the item in all cases — we will advise you on a case-by-case basis.

4. Change of Mind Returns

Because our products are shipped internationally from India, change of mind returns are not automatically accepted. Each vendor sets their own change of mind return policy, which will be noted on their store page.

Where a vendor does accept change of mind returns:

• You must contact us within 7 days of receiving your order
• The item must be unused, in original condition, and in its original packaging
• Return shipping costs are at your expense
• A store credit or exchange may be offered — cash refunds for change of mind are at the vendor's discretion

We strongly recommend reviewing the vendor's individual store policy and product descriptions carefully before purchasing.

5. Lost or Undelivered Orders

If your order has not arrived within 30 days of the estimated delivery date, please contact us at info@shopsouth.com.au with your order number and tracking reference.

We will investigate with the vendor and carrier. If your item is confirmed lost in transit, we will offer you a full replacement or refund. Please note that delays can occur due to customs processing, public holidays, and carrier delays, particularly for international shipments.

6. Items Held or Returned by Australian Customs

Occasionally, Australian Border Force or biosecurity officers may hold or return items — particularly food, plant-based, or organic products. If this happens:

• Contact us immediately at info@shopsouth.com.au with your tracking information
• We will work with the vendor to assess the situation
• If your item is returned to the vendor due to biosecurity restrictions, we will offer a refund minus any shipping costs already incurred

To reduce this risk, we require all food and organic product vendors to clearly list any restricted ingredients. We also publish a prohibited items list on our website. Please review this before purchasing food or plant-derived products.

7. How to Request a Return or Refund

Step 1 — Contact Us

Email info@shopsouth.com.au within the applicable timeframe (14 days for faulty/incorrect items, 7 days for change of mind where accepted). Include:

• Your full name and order number
• A description of the issue
• Clear photos or video (for damaged or incorrect items)

Step 2 — We Review Your Claim

We will review your request within 3 business days and contact you with our assessment and proposed remedy.

Step 3 — Resolution

If your claim is approved, we will process your refund or arrange a replacement. Refunds are returned to your original payment method within 5 to 10 business days. You will receive an email confirmation once the refund has been issued.

8. Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

• Perishable food items or consumables that have been opened
• Custom-made or personalised items
• Digital products or downloadable content
• Items that have been used, washed, or altered from their original condition
• Items returned without prior authorisation from us

9. Refund Processing Times

Once a refund is approved:

• Credit card refunds: 5 to 10 business days (depending on your bank)
• PayPal refunds: 3 to 5 business days
• Store credit: Applied to your account immediately

If you have not received your refund after 10 business days, please check with your bank first. If the issue persists, contact us at info@shopsouth.com.au.

10. Vendor Responsibility

Shop South is a marketplace platform. Individual vendors are responsible for the products they sell. However, we take customer protection seriously and will intervene in disputes where a vendor fails to meet their obligations. If a vendor does not respond to or resolve a legitimate claim within 7 days, we will step in to facilitate a resolution.

11. Contact Us

For all returns, refunds, and order issues:

Email: info@shopsouth.com.au

Response time: Within 2 business days

We are committed to making sure every customer has a positive experience on our platform.