Refunds and Returns Policy

Effective Date: 1st June 2025

1. Purpose

This Refunds and Returns Policy outlines the responsibilities of customers, retailers, and Flikit Pty Ltd ("Flikit", "we", "us") in relation to refund, return, and exchange requests made through the Flikit platform, including our mobile applications and website (collectively, the "Flikit Technology").

2. Flikit's Role

Flikit is a marketplace platform that connects customers with independent retailers. We do not manufacture, own, or hold inventory of the products listed on the platform. Flikit facilitates payment and delivery but does not assume responsibility for the quality, condition, or suitability of goods sold by retailers.

Flikit does not currently support an in-platform return function. All returns must be arranged manually between the customer and the retailer. Flikit does not manage or facilitate physical product returns through its platform.

3. Retailer Responsibility

Each retailer on Flikit is responsible for:

Setting and clearly communicating their own refund, exchange, and return policies;
Complying with Australian Consumer Law;
Managing all customer enquiries relating to returns, refunds, exchanges, or product concerns;
Responding to customer complaints in a timely and professional manner;
Providing customers with instructions for manual return of products when required.

If you have an issue with your order, you must contact the retailer directly using the contact information provided in your order confirmation or through the Flikit platform.

4. Customer Responsibilities

As a customer, you acknowledge and agree that:

Flikit does not provide refunds or exchanges directly;
You are responsible for reviewing the selected retailer’s refund and return policy before placing an order;
You must initiate any refund, return, or exchange request directly with the retailer;
You must provide relevant details (e.g. photos, receipts) when submitting a complaint or request to the retailer;
Any physical returns must be arranged directly with the retailer and are not handled by Flikit or its delivery partners;
Any resolution, including refund, store credit, or replacement, is at the discretion of the retailer and their individual policy.

5. Delivery-Related Issues

If you did not receive your order or the order was delivered in error:

Check your order status and delivery tracking in the Flikit app;
If the order was delivered to the wrong address or not delivered at all, contact Flikit Support via support@flikit.co for assistance;
Flikit may liaise with DoorDash or the delivery provider to investigate delivery-related concerns;
Resolution of product issues (e.g. wrong item, damaged goods) must still be handled directly with the retailer.

6. Flikit Support Role

Flikit is committed to maintaining a trusted and transparent platform. While we do not directly process refunds or returns, we may:

Facilitate communication between customers and retailers where needed;
Temporarily withhold or review payment to a retailer in the case of repeated or unresolved disputes;
Remove or suspend retailers who consistently violate platform policies or fail to meet customer service standards.

7. Non-Refundable Scenarios

Refunds or exchanges may not be available in the following situations:

Change of mind after placing an order (unless permitted by the retailer);
Minor differences in packaging or presentation that do not affect the function of the item;
Orders delivered to the correct address but retrieved late or not at all;
Items reported as missing or damaged without sufficient evidence;
Items returned without following the return instructions provided by the retailer.

8. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law, including the right to receive goods that are fit for purpose, match the description provided, and are of acceptable quality. Retailers are required to comply with these legal obligations.