iTao is a marketplace. Each product is sold either by iTao (“Sold by iTao”) or by an independent seller, and the seller’s name is shown on the product page and in your order. The seller of a product is responsible for its returns and refunds. We step in when a seller doesn’t respond or a problem can’t be resolved.
1. Your rights under the Australian Consumer Law
Products bought on iTao 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This means you can ask for a repair, replacement or refund if a product:
is faulty, damaged or unsafe;
is significantly different from its description, photos or sample;
doesn’t do what it was supposed to, or what you told the seller you needed it for; or
is not the product you ordered, or arrives with items missing.
Nothing in this policy limits these rights.
2. Change of mind
Sellers don’t have to accept returns if you simply change your mind, but many do. A seller’s change-of-mind policy is shown on their shop page. For hygiene and safety reasons, opened or unsealed food, vitamins and supplements, infant formula, cosmetics and personal care products can’t be returned for change of mind.
Where a change-of-mind return is accepted, the product must be unused and in its original, sealed packaging, and you pay the return postage unless the seller says otherwise.
3. Cancelling an order
You can ask to cancel an order before it is dispatched. Contact the seller as soon as possible with your order number.
If the order is cancelled before dispatch, you receive a full refund, including shipping.
Once an order has been dispatched, it can’t be cancelled, but you can return it under section 2 or section 1.
Fresh food, such as cakes, may be made to order. Check the cut-off time on the product page.
4. How to request a return or refund
Contact the seller. Go to My Account → Orders, open the order and use the support option. You can also use the contact options on the seller’s shop page, or the chat in the iTao app. For products sold by iTao, contact us at [email protected].
Include the details: your order number, the product, what is wrong and, for damaged, faulty or wrong items, clear photos of the product and its packaging. Report damage or missing items as soon as you can, ideally within 7 days of delivery.
The seller replies within 2 business days (our Seller Terms require this). They will tell you whether to return the item and where to send it.
Return the item if asked. Keep your proof of postage. For faulty, damaged or wrong items, the seller pays the reasonable cost of the return.
5. When you get your money back
Approved refunds are made to your original payment method: your card, Apple Pay or Google Pay.
Sellers process an approved refund within 5 business days of approving it, or of receiving the returned item.
Your bank may take a further 5 to 10 business days to show the refund in your account.
A refund for a faulty, damaged or wrong item includes the original shipping cost. A change-of-mind refund normally doesn’t.
6. If the seller doesn’t respond, or you can’t agree
If a seller doesn’t reply within 2 business days, or you can’t reach an agreement, email [email protected] with your order number and the messages you have exchanged. We will look at the evidence from both sides and work with the seller to resolve it. Where a refund is due and the seller doesn’t act, we can refund you and recover the amount from the seller.
You can also contact your state or territory consumer protection agency or the ACCC for information about your rights.
7. Lost parcels
If tracking shows no progress, or a parcel hasn’t arrived 5 business days after the estimated delivery window, contact the seller. A seller is responsible for the parcel until it is delivered, and will arrange a replacement or a full refund for a parcel confirmed lost. Delivery times are explained in our Shipping & Delivery Policy.
8. Unauthorised payments
If you see a payment you didn’t make, or think someone has used your account, change your password and email [email protected] straight away. We will investigate with our payment provider and refund any confirmed unauthorised payment.
9. Sellers who don’t follow this policy
Sellers must follow this policy and the Australian Consumer Law. If a seller repeatedly fails to handle returns and refunds properly, or receives serious or repeated complaints (for example, about product quality, expired products or late delivery), we may hide their listings, suspend selling or close their shop, as set out in our Seller Terms.
10. Contact us
Questions about this policy: [email protected] or our contact page. We may update this policy from time to time; the date at the top shows the latest version.
