Returns, Refunds & Chargeback Policy

1. Definitions

Terms defined in the COMCA Master Terms & Conditions have the same meaning in this Policy.

“Buyer” means a user purchasing an item on the COMCA marketplace.

“Seller” means a user consigning items for sale through COMCA.

“Return Request” means a request by a Buyer to return an item.

“Chargeback” means a payment reversal initiated through a bank or card issuer.

2. Marketplace Nature

2.1 COMCA provides a marketplace and fulfilment service. Unless expressly stated, COMCA is not a party to transactions between Buyers and Sellers.

2.2 COMCA facilitates returns, refunds, and dispute resolution in accordance with this Policy and the Australian Consumer Law (ACL).

3. When a Buyer May Request a Return

A Buyer may request a return where:

• the item received is not as described
• the item is incorrect
• the item is damaged in transit (where insured shipping was selected)
• the item is materially different from the listing
• required under the ACL

Returns for change of mind are not accepted unless the Seller explicitly allows it.

4. Timeframes for Return Requests

4.1 Buyers must submit a Return Request within:

• 72 hours of delivery for “not as described” or incorrect items
• 7 days for damaged items (with insured shipping)
• as required under the ACL for major failures

4.2 Requests submitted outside these timeframes may be denied unless required by law.

5. Required Evidence for Returns

Buyers must provide, where reasonably available:

• clear photos of the item
• photos of packaging
• video of unsealing (if available)
• order number and details
• explanation of the issue

COMCA may request additional evidence.

6. COMCA’s Evaluation of Return Requests

COMCA evaluates requests based on:

• listing data
• intake photos
• fulfilment logs
• shipping records
• evidence provided by the Buyer
• Seller’s consignment records
• ACL requirements

COMCA may approve, partially approve, or deny a request.

7. Outcomes of Approved Returns

If a return is approved:

• the Buyer must return the item to COMCA
• the item must be returned in the same condition received
• COMCA will inspect the returned item
• if confirmed, the Buyer will receive a refund
• the item will be returned to the Seller’s inventory unless damaged beyond resale

8. Refunds

8.1 Refunds are issued to the Buyer’s original payment method.

8.2 Refunds may include:

• item price
• shipping (where applicable)
• taxes

8.3 Refunds will not include:

• grading fees
• third-party service fees
• optional add-ons
• uninsured shipping losses

unless required under the ACL.

9. Seller Responsibilities

Sellers must:

• ensure listings are accurate
• ensure items are genuine and correctly described
• comply with COMCA’s marketplace rules
• accept returns where required under this Policy or the ACL

Failure to comply may result in:

• account suspension
• removal of listings
• liquidation of items to recover losses
• termination of consignment privileges

10. Buyer Responsibilities

Buyers must:

• inspect items promptly
• provide accurate evidence
• return items in the same condition received
• not misuse the returns process

Fraudulent or abusive return behaviour may result in account suspension.

11. Chargebacks

11.1 If a Buyer initiates a chargeback:

• the Buyer’s account may be immediately frozen
• payouts to the Seller may be suspended
• COMCA will provide evidence to the payment processor
• the item may be held until the dispute is resolved

11.2 If the chargeback is resolved in COMCA’s favour:

• the Buyer remains liable for the transaction
• the Buyer may be charged recovery fees
• the Buyer’s account may be restricted or terminated

11.3 If the chargeback is resolved in the Buyer’s favour:

• the Seller will not receive payout
• the item may be returned to the Seller (if available)
• COMCA may liquidate Seller inventory to recover losses

12. Fraud, Abuse & Misconduct

COMCA may suspend or terminate accounts for:

• repeated false claims
• fraudulent chargebacks
• misuse of the returns system
• abusive behaviour
• attempts to circumvent COMCA’s processes

Fraudulent claims may be referred to law enforcement.

13. ACL Compliance

13.1 Nothing in this Policy excludes rights under the Australian Consumer Law.

13.2 Where required, Buyers may be entitled to:

• repair
• replacement
• refund

depending on the nature of the failure.

14. Changes to This Policy

14.1 COMCA may update this Policy by posting a new version on the website.

14.2 Continued use of the Services constitutes acceptance of the updated Policy.