Our Commitment
yourtown are committed to providing quality goods and services to our Supporters, Service Users and funding bodies, however sometimes mistakes can happen.
In accordance with Australian Consumer Law, yourtown are not obligated to provide a refund for goods and services purchased where the items fulfill their intended purpose. yourtown is also not obligated by law to provide a refund for any 'change of heart' decision. However where an individual believes that an error has been made by them or yourtown, then yourtown will consider the refund on a case by case basis.
Where we have made an error or where there has been a genuine mistake made by the purchaser. Then yourtown will provide a refund in accordance with legislative requirements or specific Art Union licence conditions.
How do I request a refund?
All requests for refunds must be made by the person who originally purchased the goods or services or donated funds. Refund applications should provide information as outlined below:
- Proof of purchase of goods or services or donation made
- The payment date
- The amount of the payment to be refunded
- The name of the payee (the purchaser or supporter)
- A reference number such as an Customer Account Number or Tax Receipt (if known); and
- The reason for the refund request.
Where requests are made via telephone, then additional security information may be required to confirm the identity of the person requesting the refund.
Where do I send my refund request?
All refund requests related to our Art Unions or donations to yourtown or Kids Helpline can be sent to any of the following contact methods:
GPO Box 2469 Brisbane QLD 4001 | |
Phone | 1800 555 079 or +617 3368 1444 (Intl.) |
Online | Alternatively individuals may lodge a request for a refund or return of any goods via our website. |
How soon can I expect my refund?
In accordance with Australian Consumer Law, yourtown are not required to provide a refund for goods and services purchased where the items fulfill their intended purpose.
However, where a genuine error has been made by yourtown, then yourtown will issue a full refund to the purchaser or supporter. The refund can also include the costs of any additional fees or charges which the Purchaser or Subscriber may have incurred as the result of the error made by yourtown.
All refund requests will be logged and will be investigated and/or responded to within 20 working days.
How will I be refunded?
yourtown will only refund in Australian Dollars. The method of refund will be the same as the purchase method with the exception of cash. In the event a supporter has purchased via cash, the refund will be made via either cheque or direct deposit.
What if my request for a refund is denied?
You can send an appeal request to our Chief Executive Officer c/- of the contact details above who will review your appeal and advise the outcome within 20 business days.
This Refund Statement was last up-dated on 02/06/15.
