Returns Policy

Disclaimer: The Vegan Markets is driven by our amazing vendors who are independent businesses. When you purchase a product you are purchasing from the vendor and NOT from The Vegan Markets.com.au

By using this site and making purchases you agree that you indemnify The Vegan Markets.com.au against any losses that are incurred by you through the use of this site.  The Vegan Markets does not make any claim or assurances to the information that is listed on our site by the vendors. Should you wish to report any false of misleading infomation from one of our vendors please contact us immediately hello@theveganmarkets.com.au or submit a contact form here

Faulty Products

If you are experiencing issues with your product please contact the vendor directly so they can best answer frequently asked questions and product specific troubleshooting. In all cases the vendor will be the one who will resolve any issues with your product according to their returns policy.

If you are not satisfied with a vendors resolution they you can ask to escalate to a dispute. One of our team members will look at available evidence and may ask you to provide photo or video evidence of an issue in order to make a determination.

Once a dispute has been determined by our staff in favour of either the vendor or customer then the dispute will be closed permanently.

Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to the vendor immediately. Failure to do so may result in your claim being denied either by the vendor or our disputes team.

To lodge a claim:

·        First contact the vendor of your order, for a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

·        If you have reasonably tried to resolve things with the vendor you can request an escalation. Our Support team will review your claim and make a determination.

·        If it is determined that the product is faulty we may ask you to return the item and a new item will be sent out or the vendor may send out a new item without you returning the faulty item.  

·        You dispute can be denied if it appears that your item is faulty through incorrect use or from other circumstances

As an online retailer, The Vegan Markets do not have physical retail stores where you can return your faulty products. As such, it is important that you provide the vendor and our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:

 Manufacturer’s Warranty

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution through the vendor.

Marketplace Products

TVM provides a Marketplace that allows other retailers to list their items on the theveganmarkets.com.au store and sell their items directly to you. All items on the marketplace will arrive from the retailer and not from The Vegan Markets. You will be provided retailer name directly above the product price on the listing.

If you have purchased a product from a Marketplace seller and it is faulty, you can contact the retailer directly through your account dashboard or through the vendor section of our website and they will assist you with your claim.

In the event that you are unhappy with the remedy offered by the Marketplace Retailer, or you believe the remedy is not in accordance with the ACL, please request the vendor to escalate your claim to a TVM representative and we will be more than happy to assist you.

 Change of Mind Returns

TVM understands that you will not always be able to test and handle a vendors products prior to purchase, please ensure you check the returns policy of the vendor prior to purchase as some items may be non-returnable, or fees may be charged to re stock the item.

if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return.

 Size Exchange

Please check with the vendor before ordering if you are able to exchange clothing items. If a vendor does provide returns and exchange of these item, clothing items must be returned in their original condition, unworn and unwashed and with all tags on in order to be approved for exchange. Footwear must be in its original box with all packaging and tags. If the product is not in the above condition the vendor may refuse or charge fees to bring the product back to saleable condition.

Due to hygiene reasons, returns and exchanges cannot offer a size exchange for socks, lingerie (bras, underwear and shapewear) or swimwear.

When returning a product for a size exchange, you will be responsible for the cost of return postage, and you must comply with the directions provided by the vendor. The product will remain your responsibility until it has been received at the address supplied by vendors customer service team. The Vegan Markets nor its vendors does not accept any liability for any loss or damage which may occur in transit.

Once the goods have been received and confirmed as being in as-new condition, the vendor will process your exchange or return according to your agreement with them or their returns and exchanges policy.