Legal
Last updated: 29 January 2026
This Refunds Policy (Policy) explains when Zzed Holdings Pty Ltd (trading as Tradel) (ABN 41 673 548 635) ("Tradel", "we", "us", "our") will and will not provide refunds, how refunds are processed on the Platform, and the responsibilities of Buyers and Merchants. This Policy is to be read together with the Tradel Terms & Conditions for Platform Users and the Tradel Merchant Terms and Conditions. Capitalized terms used but not defined in this Policy have the meaning given to them in those Terms.
This Policy applies to Buyers who place Orders through the Platform and to Merchants who accept Orders via the Platform. Tradel operates as a marketplace connecting Buyers with Merchants and Drivers. Except where Tradel has expressly agreed in writing to assume liability for a specific transaction, or where liability cannot be excluded by law, Tradel’s role is administrative and facilitative only. Tradel does not act as the seller of Goods or as the delivery contractor unless otherwise expressly stated.
Nothing in this Policy limits or excludes Buyers’ rights under the Australian Consumer Law (ACL), including guarantees as to acceptable quality, fitness for purpose, correspondence with description and title. Where the ACL requires a remedy (repair, replacement or refund), that remedy will be provided in accordance with law.
Tradel may process refunds where authorised by a Merchant or where Tradel reasonably determines a refund is appropriate. Typical circumstances where Tradel may process refunds include:
Tradel’s processing of a refund is administrative and does not by itself convert Tradel into the supplier or carrier of Goods unless Tradel has expressly accepted liability in writing. Tradel may recoup refunded amounts from the relevant Merchant in accordance with this Policy and the Tradel Merchant Terms and Conditions.
Tradel will generally not process refunds for change of mind or Buyer remorse after acceptance, collection or delivery, except where the Merchant’s returns policy permits such refunds or where required by law. Tradel will also generally not process refunds for loss or damage after delivery where the Buyer provided an authority to leave and risk passed to the Buyer consistent with the Order and the Merchant’s terms. Minor cosmetic differences that are consistent with the product description or industry tolerances will not generally attract refunds. Issues arising solely from a dispute between Buyers and Drivers where responsibility lies with the Driver and the Merchant/Driver contractual allocation does not support a refund from the Merchant will not generally be processed by Tradel.
Buyers seeking a refund should contact Tradel via the Platform or at info@tradel.com.au as soon as reasonably practicable after becoming aware of the issue and in all cases within any Merchant-stated return window. A refund request should include the Order number, delivery details, photos (where relevant) and a description of the fault, damage or non-conformance.
As guidance, obvious damage or incorrect items should be reported as soon as reasonably practicable and preferably within seven days of delivery, and defects discoverable after short use should generally be reported within thirty days of delivery. These timeframes are guideposts only and do not limit statutory rights.
On receipt of a refund request Tradel may seek further information from the Buyer and/or Merchant, place a hold on settlement to the Merchant while investigating, and request inspection or proof of purchase documentation.
Tradel may, where appropriate, issue provisional credits or temporary refunds while investigations proceed. Any provisional relief provided by Tradel is administrative, without prejudice and does not constitute an admission of liability by Tradel or the Merchant. Tradel will determine the appropriate outcome having regard to Merchant terms, evidence provided and applicable law.
Merchants must promptly cooperate with Tradel investigations, provide requested evidence and accept return or replacement arrangements where the Merchant is responsible for the fault or damage.
Where Tradel processes a refund on a Merchant’s behalf the Merchant must promptly reimburse Tradel for the refunded amount and any reasonable fees or costs incurred by Tradel in processing the refund (including payment processing fees and reasonable administrative costs), unless otherwise agreed in writing or prohibited by law. Tradel may withhold settlement amounts payable to a Merchant pending resolution of a dispute, chargeback or refund claim.
Where a return of Goods is required, Tradel or the Merchant will provide instructions for return or collection. Buyers should not dispose of Goods that are the subject of a refund or return request without prior authorisation.
Merchants (or their nominated agents) may inspect returned Goods. If Goods are not returned in saleable condition where return is permitted, the Merchant may reduce the refund amount to reflect reasonable diminution in value, subject to the ACL.
Unless otherwise agreed, return shipping costs will be at the Merchant’s cost where Goods are faulty, damaged or incorrect. Return shipping costs will generally be at the Buyer’s cost where returns are accepted for change of mind and the Merchant’s returns policy requires the Buyer to pay return delivery.
Refunds will ordinarily be made to the original payment method used by the Buyer.
Once a refund is approved Tradel will typically process the refund within five business days. The time for funds to appear in the Buyer’s account will depend on the Buyer’s payment provider and may take additional time. Refunds are processed in Australian dollars (AUD) and will reflect the GST treatment consistent with the original transaction.
If a Buyer initiates a chargeback with their card issuer Tradel and the Merchant must cooperate with the payment provider’s dispute process. Tradel may provisionally debit or withhold monies from the Merchant to satisfy a chargeback where reasonable. Tradel will investigate claims of unauthorized transactions and will comply with payment processor rules and applicable law. Where a charge is found to be unauthorized the Buyer will be refunded and Tradel may seek recovery from the Merchant where appropriate.
Nothing in this Policy limits remedies available under the ACL. Except where Tradel has expressly agreed in writing to assume liability for a specific transaction, Tradel’s involvement is administrative and facilitative. Tradel is not the seller or carrier of Goods and Tradel’s liability in relation to refunds is limited to the amount received by Tradel in respect of the relevant Order.
To the fullest extent permitted by law Merchants indemnify Tradel for refunds processed by Tradel on the Merchant’s behalf (including refunded amounts and reasonable processing costs), except where the refund arises from Tradel’s fraud or wilful misconduct.
Merchants must maintain accurate records of Orders, deliveries, returns and refunds and must provide those records to Tradel on request. Tradel may audit Merchant refund and returns practices where reasonably necessary to verify compliance with this Policy and with legal obligations.
Parties should attempt to resolve refund disputes informally by contacting info@tradel.com.au or via the Platform.
If a dispute is not resolved within 30 days either party may seek mediation in Melbourne, Victoria. If mediation fails or urgent relief is required either party may seek orders from a court of competent jurisdiction.
Tradel may amend this Policy from time to time. Material changes will be notified to users and Merchants by email, in-app notification or on the Platform. Continued use of the Platform after notice constitutes acceptance of the changes.
For refund requests, Merchant queries or other enquiries contact Tradel at info@tradel.com.au or via the Platform. Notices should be addressed in accordance with the contact details in the applicable Merchant or Customer Terms.
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