When purchasing goods and services from a business, consumers are provided with automatic guarantees and rights under the Australian Consumer Law (ACL).
The ACL states that goods must match any descriptions provided, be safe, lasting, and with no faults, and function as they are meant to. Services must be provided with acceptable care, skill, and technical knowledge and give the results that the consumer and the business have agreed on. These guarantees and rights provided by the ACL are known as ‘Consumer Guarantees’.
While $2Shop.com.au provides our own guarantees under the $2Shop.com.au Customer Charter, our goods also come with the benefit of the Consumer Guarantees that cannot be excluded under the Australian Consumer Law. These Guarantees mean that you are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer Guarantees generally apply for an amount of time that can be considered reasonable given factors such as the type and cost of the product or any representations made regarding the good’s longevity.

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than $2Shop If you would prefer $2Shop to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you.

$2Shop provides a Marketplace that allows retailers to list their items on the $2Shop store and sell their items directly to you. Marketplace sales are indicated by the retailer listed as the seller of the goods on the product listing.
Marketplace retailers accept all responsibility for their listings, and any assistance required in providing a remedy in line with your Consumer Guarantees. The Terms & Conditions for each Marketplace Retailer can be accessed from the relevant listing.
For Marketplace purchases, you can contact the retailer directly through $2Shop by selecting the relevant order and choosing “Contact Support”. In the event that you are unhappy with the remedy offered by the Marketplace Retailer, or you believe the remedy is not in accordance with the ACL, please request the retailer to escalate your claim to a $2Shop representative and we will be more than happy to assist you.

Staff Code of Conduct

$2Shop staff must ensure that your Consumer Guarantees as provided under the ACL are not limited in any way. Where a Consumer Guarantee offers a remedy above what is offered by the $2Shop Customer Charter, you will be offered the greater resolution. Limiting your rights may include:

• Informing you that you must contact the manufacturer for a remedy
• Advising that you are not entitled to a repair, replacement or refund when a product has become faulty through no fault of your own within the timeframes advised by the $2Shop Customer Charter, or what would be considered reasonable under the ACL
• Failing to address any claims in a timely manner and provide a remedy in accordance with the $2Shop Customer Charter or Consumer Guarantees provided under the ACL
• Failing to escalate or address any dispute you have in relation to the minimum timeframes and minimum remedies outlined in this document, or where you believe these may infringe on the rights and guarantees provided under the ACL

Should you believe that $2Shop staff conduct is not in accordance with our own guidelines or have breached our responsibilities under the ACL, you can request that your case be escalated to a Customer Service Manager for review.

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law, visit theAustralian Competition & Consumer Commission (ACCC) website