Last Updated: October 2026
At Digital Mart AU, we want customers to shop with confidence. This Returns & Refunds Policy applies to physical and digital products purchased through our website.
This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded.
For return or refund enquiries, please contact:
Email: support@digitalmartau.com
1. Australian Consumer Law
Products and services sold by Digital Mart AU are subject to consumer guarantees under the Australian Consumer Law where applicable.
Among other requirements, goods must be of acceptable quality, fit for any disclosed purpose and match their description. Consumer guarantees cannot be removed by a store’s own refund policy. ACCC
If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may be entitled to provide an appropriate remedy, such as repairing the product, within a reasonable time. ACCC
Your ACL rights are not limited to a specific number of days and may continue beyond any voluntary warranty period where applicable. ACCC
2. Physical Products
If a physical product arrives faulty, damaged, materially different from its description, incorrect, or otherwise fails to meet an applicable consumer guarantee, please contact us at support@digitalmartau.com.
Please provide your order number, a description of the issue and, where reasonably necessary to assess the problem, supporting photographs or other relevant information.
We may need to inspect or assess a returned product before determining the appropriate remedy. Businesses are permitted to assess a product or service before providing a remedy, but this does not remove a consumer’s statutory rights. ACCC
Where the product does not meet an applicable consumer guarantee, we will provide the remedy required by Australian Consumer Law.
3. Change-of-Mind Returns
Unless otherwise stated on the relevant product page, Digital Mart AU does not provide refunds or exchanges solely because a customer changes their mind, orders the wrong product, finds the product cheaper elsewhere, decides they no longer want it, or no longer has a use for it.
Australian Consumer Law generally does not require businesses to provide a refund or replacement solely for a change of mind. ACCC
This section does not affect your rights where a product or service fails to meet an applicable consumer guarantee.
4. Digital Products
Due to the nature of digital products, we generally do not provide a refund solely for change of mind once a digital product has been supplied, downloaded, accessed, activated or otherwise made available to the customer.
However, this does not exclude your rights under Australian Consumer Law.
If a digital product is faulty, materially different from its description, cannot be accessed because of a problem attributable to us, or otherwise fails to meet an applicable consumer guarantee, please contact support@digitalmartau.com.
We will assess the issue and provide the remedy required by applicable Australian law.
5. Digital Product Access Problems
If you have paid for a digital product but have not received or cannot access it, please check:
- The email address used when placing the order;
- Your spam or junk email folder;
- Your Digital Mart AU account, where applicable; and
- Any download or access instructions provided with your order.
If the problem remains unresolved, contact support@digitalmartau.com with your order number and details of the issue.
We will make reasonable efforts to resolve legitimate delivery or access problems.
6. Products Damaged or Misused by the Customer
A customer may not be entitled to a remedy under the consumer guarantees where the problem was caused by misuse or where the customer was informed of the relevant defect before purchasing the product.
This does not affect any rights that may apply to a separate problem that was not disclosed before purchase. ACCC
7. Sale and Promotional Products
Products purchased during a sale, discount or promotional campaign are not excluded from Australian Consumer Law protections.
If a discounted or sale product fails to meet an applicable consumer guarantee, the customer retains the remedies available under Australian Consumer Law. ACCC
Change-of-mind refunds, however, are not automatically required simply because an item was purchased at full price or on sale.
8. Returning a Physical Product
Before returning a product, please contact:
Include your order number and details of the issue.
If a return is required, we will provide appropriate return instructions.
Responsibility for reasonable return costs will be determined according to the circumstances and applicable Australian Consumer Law. We will not impose return-policy conditions that unlawfully restrict your ACL rights.
9. Proof of Purchase
We may request reasonable proof that the product was purchased from Digital Mart AU, such as an order confirmation, order number, receipt or other transaction record.
We may also request information reasonably necessary to identify and assess the problem.
10. Refund Method
Where a refund is approved or required by law, we will generally issue it to the original payment method used for the transaction, where technically possible.
After a refund has been processed by us, the time it takes to appear in your account may depend on your bank, card issuer or payment provider.
Payments made through Stripe may be refunded through the applicable Stripe payment processing system.
11. Shipping Charges
Where a refund is required under Australian Consumer Law, any applicable shipping or associated costs will be handled in accordance with the customer’s statutory rights and the circumstances of the claim.
For voluntary change-of-mind returns, where offered separately by Digital Mart AU, original shipping charges and return shipping costs may not be refundable unless otherwise stated or required by law.
12. Order Cancellations
If you wish to cancel an order, contact support@digitalmartau.com as soon as possible.
For physical products, we may be able to cancel an order if processing or dispatch has not yet occurred.
For digital products, cancellation may not be available once the product has been supplied, accessed, downloaded or activated, except where a refund or other remedy is required under Australian Consumer Law or another applicable law.
Submitting a cancellation request does not guarantee that an order can be cancelled.
13. Refund Requests and Payment Disputes
If you believe there is a problem with your order, we encourage you to contact us first at support@digitalmartau.com so we have an opportunity to investigate and resolve the issue.
Digital Mart AU may maintain appropriate transaction records, order information, delivery or tracking information, digital-access records and relevant customer communications for payment administration, fraud prevention and dispute handling, subject to applicable privacy laws.
Stripe specifically identifies proof of delivery or digital access and evidence showing that customers agreed to the applicable terms and refund policy as useful evidence when handling payment disputes. Stripe
Nothing in this section restricts any legal right you may have to dispute a transaction with your payment provider.
14. Fraudulent or Abusive Claims
We reserve the right to investigate suspected fraudulent, dishonest or abusive refund requests.
We may decline a claim where no refund or remedy is required under this policy or applicable law. However, we will not use fraud-prevention measures to deny a customer a remedy to which they are legally entitled.
15. Processing Approved Refunds
Once a refund has been approved, we will process it within a reasonable timeframe.
The time required for the funds to appear in your account after processing is controlled by the relevant financial institution or payment provider and may vary.
16. Contact Us
For returns, refunds, faulty products, incorrect orders, damaged deliveries or digital-access issues, please contact:
Digital Mart AU
Email: support@digitalmartau.com
Please include your order number, the email address used for your purchase and a clear description of the issue.
17. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or modify rights or remedies available under the Australian Consumer Law or any other law where those rights cannot legally be excluded.
The ACCC makes clear that businesses cannot use refund policies, terms and conditions, or statements such as blanket “no refunds” rules to remove consumers’ statutory rights. ACCC
For more information, you can visit the ACCC Consumer Rights and Guarantees guidance.