Returns, Payout and Disputes Policy

Project Emerald Ltd (ACN 678 882 552) (Project Emerald, we, us, or our) helps extend the life of quality clothing and reduce fashion waste by giving pre-loved items a second life. We’re committed to creating a trusted community for circular fashion — one that values transparency, fairness, and accountability. We encourage mindful shopping, and we do our best to ensure all listings are transparent and accurate. 

This policy sets out important information for you (you or your), a buyer or seller on our platform.

Shipping

Shipping Fees: Shipping is arranged by individual sellers on our platform. The shipping fees will be set out on the platform when you purchase an item. 

Delivery time: Dependent on location.

Shipping fees (original and return) are non-refundable, unless the item is proven to be counterfeit or in violation of our policies.

Returns and Refunds

Each seller is responsible for the items they sell on our platform and whether they offer cancellations or refunds. However, we understand there may be rare cases where issues arise and offer this returns policy as additional buyer protection. 

How to Request a Refund

Before requesting a refund from us, you must first attempt to resolve the issue directly with the seller and seek a refund through them. If the seller is unresponsive or refuses to provide a refund, you may contact Project Emerald Customer Service to request a refund. 

You must provide evidence, including:

  • clear, unedited photos (for item issues);

  • the order number; 

  • a description of the issue; and 

  • any messages or agreements made with the seller, including your request to the seller for a refund. 

To be eligible for a refund, the items must be in the same condition they were received in and not used, worn, damaged, tampered with, washed, or altered.

When are Refunds Issued?

Refunds may be issued under the following circumstances:

  • Item not as described: The item received is significantly different from what was listed (e.g. incorrect item sent, major undisclosed flaws, or inaccurate condition listing).

  • Item not received: The item never arrived and a valid tracking number was not provided by the seller to confirm delivery.

  • Item is counterfeit or violates our policies: The item is proven to be inauthentic or violates Project Emerald’s terms of use (e.g. prohibited items).

Refunds will not be issued for:

  • change of mind or buyer’s remorse; 

  • fit/sizing issues (buyers are responsible for checking item measurements); 

  • minor wear or imperfections typical of pre-loved items; or

  • delivery delays outside of the seller’s control (e.g. postal service issues after dispatch).

You may have rights under the Australian Consumer Law (see below).

Refund Process

Once your case is submitted:

  1. Investigation

Project Emerald will review the evidence and may reach out to both the buyer and seller for clarification.

  1. Return (if applicable)

If the refund is approved and the item must be returned, the buyer will be responsible for arranging and covering the cost of return shipping. The item must be sent back within 7 days using tracked postage. Tracking details must be provided.

  1. Refund Issued

Once the returned item is received and inspected (or if a return is not required), a refund will be issued to the buyer’s original payment method within 7 business days. The refund may be funded from any amounts otherwise payable to the seller.

We will not cover the costs of shipping fees (original and return) unless the item is proven to be counterfeit or in violation of our policies.

Payout

Our payout policy outlines how and when you’ll receive payments for the items you sell on our platform.

Who Handles Payments?

All payments and payouts on Project Emerald are securely processed by Stripe, a trusted global payments provider. Sellers must have a valid Stripe account connected to their Project Emerald seller profile to receive payouts.

Please note:

  • Stripe may have its own internal processing time (typically 1–2 business days) depending on your bank.

  • Delays may occur if the tracking number is missing, invalid, or not logged promptly.

When Do I Get Paid?

Sellers will receive their payout within 10 business days once the following conditions are met:

  • the item is marked as “shipped” on the platform; 

  • a valid tracking number has been uploaded; and

  • there are no open disputes in relation to the sale.

Stripe holds all payments until the order has been fulfilled, which will be confirmed using tracking information. Once confirmed, the system will automatically schedule your payout via Stripe.

You may receive your payout earlier if the buyer confirms delivery. If this happens before 10 business days of the item being marked as shipped, you will receive your payout within 2-3 business days. 

Where there is an open dispute regarding the sale, funds will appear as pending or on hold until the dispute is resolved. If we determine that a buyer is eligible for a refund, we may use the held funds to issue a refund to the buyer. 


Why Is This Important?

Project Emerald protects both buyers and sellers. By verifying that the item has been shipped, we ensure that:

  • buyers receive their orders; and

  • sellers receive their payouts safely.

This also helps reduce fraud and maintain trust across the marketplace.

Tracking Tips

  • use a trusted postal or courier service;

  • always get a tracking receipt; and

  • upload your tracking number directly to the order page as soon as the item is shipped.

Disputes

While most transactions go smoothly, we understand that issues may occasionally arise between buyers and sellers. This disputes policy outlines how disputes are handled on our platform and what steps we take to resolve them.

What is a Dispute?

A dispute occurs when a buyer and seller cannot come to an agreement regarding a problem with an order, such as:

  • the item is not as described (e.g. wrong item, major undisclosed flaw);

  • the item was not received and there is no valid tracking provided;

  • the item is counterfeit or violates platform policies; or

  • a refund was denied, and the buyer believes it was unjustified.

Before Raising a Dispute

We always encourage buyers and sellers to try and resolve the issue directly through order messages. Most issues can be sorted quickly with open and respectful communication.

When to Escalate to Project Emerald

If the issue cannot be resolved within a reasonable timeframe (usually within 5-7 business days of raising the concern), buyers may contact Project Emerald Support to open a formal dispute.

To submit a dispute, buyers must provide:

  • order number;

  • clear explanation of the issue; and

  • supporting evidence (e.g. photos, tracking information, screenshots of messages).

Disputes must be raised within 5 days of delivery (or estimated delivery date if the item was not received).

How We Handle Disputes

Once a dispute is submitted:

  1. Investigation

Our team will review the order details, messages, and submitted evidence from both the buyer and the seller. We may contact either party for additional information or clarification.

2. Decision

Based on the evidence, we will make a final decision at our sole discretion, which may include:

  • approving a refund (with or without requiring a return); 

  • closing the dispute without refund; and

  • taking action against accounts that breach our policies.

If a return is required as part of the resolution, failure to return the item within the required timeframe may result in the dispute being closed without a refund.

Finality of Decision

To maintain consistency and fairness, our decision is final. Our role is to protect both buyers and sellers while upholding the integrity of the platform.

Keeping the Marketplace Fair

We monitor disputes for patterns of misuse (e.g. false claims, repeated complaints, policy violations).

Buyers and sellers who are found to abuse the dispute process may be subject to warnings, account restrictions, or removal from the platform.

Australian Consumer Law (including faulty or defective products)

We do not accept returns for change of mind or other circumstances. However, you may have rights to a repair, replacement or refund under the Australian Consumer Law.

In Australia, items sold by sellers on Project Emerald may come with guarantees which cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be 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. 

Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us.

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product. 

Contact Us

If you need help with any of our policies or would like to report an issue, please contact our Customer Service Team by email at hello@projectemerald.com.au.

Project Emerald Pty Ltd (ACN 678 882 552)

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