Refunds and Cancellations

Guidance for refund requests, cancellation questions and digital access changes.

1. Seller responsibility

The creator identified on the product and purchase record is responsible for supplying the product and providing remedies required by law. iMart may provide tools and assistance but does not replace the creator as seller.

2. Change-of-mind requests

Because digital products may be delivered or copied immediately, a creator is not ordinarily required by iMart policy to accept a change-of-mind cancellation after the buyer receives access or downloads a file. A creator may offer a more generous policy. This rule does not limit Australian Consumer Law rights.

3. Product problems

A buyer should contact iMart Support when a product is not delivered, materially differs from its description, is defective, cannot perform a disclosed essential function or otherwise fails an applicable consumer guarantee. The buyer should provide the purchase-order reference and relevant evidence without unnecessary sensitive information. iMart may liaise with the creator seller while assessing the concern.

4. Assessment and remedies

The correct remedy depends on whether a failure is major or minor, what can reasonably be corrected and the buyer's rights under Australian Consumer Law. A remedy may include corrected access, repair, replacement, cancellation, full or partial refund, or another lawful resolution.

5. Platform assistance

After a buyer contacts iMart Support, iMart may review the listing, transaction, delivery and on-platform communications and may ask the creator seller for relevant information. iMart may facilitate a resolution, direct a remedy under the Creator Agreement, restrict the listing or take other proportionate marketplace action.

6. Refund method and timing

An approved refund is returned through the original payment route where possible. Processing time depends on Stripe, the buyer's financial institution and available creator funds. iMart cannot guarantee when a bank will display returned funds.

7. Access and licence after refund

After a full refund, access may be revoked and the buyer must stop using and delete refunded files except where law provides otherwise. A partial refund affects licence rights only where the agreed resolution clearly states that result.