Buyer Terms & Purchase Policy
Effective Date: 11 December 2025
ABN: 96 198 135 139
Contact: admin@crafteemarket.com
1. Introduction
1.1 Craftee (“Craftee”, “we”, “our”, “us”) operates an online marketplace connecting independent sellers and buyers at https://crafteemarket.com (the “Marketplace”).
1.2 By creating an account or making purchases on Craftee, buyers agree to comply with this Policy, which governs all aspects of the buyer experience, including:
1.2.1 Account registration and information accuracy
1.2.2 Pre-orders and custom orders
1.2.3 Order fulfilment, shipping, and dispatch
1.2.4 Refunds, returns, cancellations, and gift cards
1.2.5 Complaints and dispute handling
1.3 This Policy applies to all Marketplace transactions and is binding upon buyers from the effective date above.
2. Buyer Account and Information Responsibilities
2.1 Buyers must provide complete, accurate, and up-to-date information when registering an account, placing orders, and providing shipping or billing details.
2.2 Buyers are responsible for ensuring that all payment information is valid, authorised, and sufficient to cover the full cost of purchases, including applicable taxes, fees, or other charges.
2.3 Buyers must review all product listings thoroughly, including descriptions, images, sizes, colours, materials, specifications, and dispatch timelines, and contact sellers with any questions prior to purchasing.
2.4 Buyers must not attempt to manipulate, abuse, or circumvent any Craftee systems, including dispute, refund, or review processes.
2.5 Buyers acknowledge that neither Craftee nor the seller is responsible for delays, losses, or errors arising from incorrect shipping, contact, or payment information.
3. Pre-Order & Custom Order Responsibilities
Definitions:
Pre-Order: A product listed before it is in stock or available for immediate dispatch.
Custom Order: A product created, modified, or personalised according to buyer specifications.
Dispatch Date: The estimated date by which a product will be shipped.
3.1 Buyers acknowledge that Dispatch Dates are estimates and may change due to production, supply chain, or other factors.
3.2 Buyers must provide accurate, complete, and lawful specifications for custom orders. Errors, defects, or delays caused by incorrect buyer specifications are solely the buyer’s responsibility.
3.3 Full payment is required for all pre-orders and custom orders at the time of purchase.
3.4 Buyers may cancel a pre-order or custom order only if:
3.4.1 The seller expressly agrees, sellers may refuse if production has commenced or item has been dispatched
3.4.2 The product is faulty, non-compliant, or does not meet Australian Consumer Law requirements.
3.5 Buyers are bound by any seller-specific cancellation policies clearly stated in product listings.
3.6 Sellers must clearly indicate the estimated Dispatch Date for all pre-order listings.
3.7 Sellers are responsible for communicating any changes to the Dispatch Date promptly and in good faith.
3.8 Sellers must clearly communicate to buyers:
3.8.1 Production timelines,
3.8.2 Required input from the buyer, including specifications, measurements, or materials, and
3.8.3 Any limitations on product modifications.
3.9 Sellers must dispatch all pre-orders and custom orders within the timeframe stated in the product listing.
3.10 Sellers are not responsible for delays caused by courier services, shipping carriers, customs, or other external factors once the product has been handed to the carrier.
3.11 The standard Craftee Refunds & Exchanges Policy applies to all pre-orders and custom orders, unless inconsistent with this Policy.
3.12 For custom orders, refunds may be limited if the product has been made in accordance with buyer specifications, except where Australian Consumer Law requires a refund or replacement due to product fault, safety, or compliance issues.
3.13 Sellers must comply with all obligations under Australian Consumer Law regarding refunds, replacements, and consumer rights.
4. Order Review, Fulfilment & Shipping
4.1 Buyers must review all product details, including descriptions, sizes, colours, materials, shipping terms, and cancellation policies prior to purchase.
4.2 Buyers are responsible for providing accurate shipping and contact information and must allow sellers 1–2 business days to respond before escalation.
4.3 Buyers must contact sellers directly regarding shipping issues, delays, returns, or refunds before escalating to Craftee.
4.4 Buyers must act in good faith and provide relevant evidence (photos, tracking info, receipts) when submitting claims.
4.5 Dispatch and delivery times are estimates only. Craftee is not responsible for carrier delays, postal services, customs, or other external disruptions.
5. Refunds, Returns & Cancellations
5.1 Refunds or returns may be issued if:
5.1.1 A product is not received due to seller fault,
5.1.2 The product is damaged in transit (with evidence), or
5.1.3 The product materially does not match the listing description.
5.2 Refunds or returns will not be issued for:
5.2.1 Buyer failure to review listing information,
5.2.2 Change-of-mind purchases for non-faulty items, or
5.2.3 Delays or losses caused by incorrect buyer information.
5.3 Buyers may request order cancellations by contacting the seller immediately. Sellers may enforce cancellation rules for custom or pre-ordered items if disclosed at listing.
5.4 Sellers are required to process returns, exchanges, and refunds in accordance with their stated policies and Australian Consumer Law.
5.5 Craftee may intervene to issue refunds or facilitate resolution if sellers fail to fulfill obligations. Sellers remain responsible for reimbursing any funds issued by Craftee, including fees or administrative costs.
5.6 If no seller-specific cancellation policy is provided, orders may only be cancelled prior to dispatch. Once an order has been dispatched, cancellation is not permitted; buyers must follow the returns or dispute resolution process. Refunds for cancelled orders will only be processed if the seller has not dispatched the item, and buyers are responsible for any bank or payment processing fees.
6. Gift Cards & Store Credit
6.1 Craftee does not issue store credit. Refunds or exchanges must be completed strictly to the original payment method or as a replacement product.
6.2 Sellers must provide clear instructions on returns, exchanges, and refunds in listings.
6.3 Buyers must contact sellers directly to initiate refunds or exchanges. If the seller fails, buyers may escalate to Craftee Support.
6.4 Craftee reserves the right to intervene where sellers fail to comply. Sellers remain responsible for reimbursing any funds issued by Craftee.
7. Complaints & Feedback Handling
7.1 Buyers may submit complaints or feedback regarding transactions, listings, platform behaviour, policy violations, or security concerns via admin@crafteemarket.com.
7.2 Submissions must include: full name, account email, detailed description, date/time of incident, and supporting evidence.
7.3 Craftee will acknowledge complaints within 3 business days, provide updates within 10 business days, and aim to resolve issues within 30 business days.
7.4 Corrective actions may include editing/removing listings, issuing warnings, suspending or terminating accounts, facilitating mediation, or updating processes.
7.5 Information submitted is confidential; users must not disclose sensitive complaint information without consent.
7.6 Legal remedies under Australian Consumer Law remain unaffected by this policy.
8. Escalations, Enforcement & Buyer Accountability
8.1 Buyers must provide accurate and complete evidence to support claims. Abuse of dispute, refund, or escalation processes may result in account restrictions or enforcement actions.
8.2 Craftee may suspend, restrict, or terminate buyer accounts for repeated, serious, or intentional breaches, including abuse of Marketplace systems, failure to pay, or fraudulent information.
8.3 Continued use of Craftee constitutes acceptance of this Policy and any amendments.
8.4 Sellers are required to dispatch all orders within the timeframe listed in the product details and provide proof of dispatch upon request.
8.5 If a seller fails to dispatch on time, is unresponsive, or does not provide proof of dispatch, Craftee may intervene to resolve the issue and may issue a refund or other resolution on the seller’s behalf.
8.6 Sellers are legally responsible for reimbursing Craftee for any refunds or resolutions issued due to their failure to comply with dispatch obligations. Reimbursement may include the full amount of the refund plus any fees or administrative costs.
8.7 Craftee may recover funds by deducting amounts from the seller’s current account balance, future payouts, or pursuing legal remedies.
8.8 Repeated or severe breaches of dispatch obligations may result in warnings, temporary suspension of listings or the seller account, or permanent termination of the account.
9. Policy Updates
9.1 Craftee may update this Policy at any time; revisions are effective immediately upon posting.
9.2 Buyers are responsible for reviewing and complying with updates. Continued use of the Marketplace constitutes acceptance of all changes.