Wagtail Seller and Buyer Terms, Conditions & Policies (Australia)

Last updated: 02/09/2025

These terms apply to all individuals and businesses who sell on Wagtail (“you”, “seller”) and govern your use of the Wagtail marketplace platform (“Wagtail”, “we”, “our”, “the platform”).

Wagtail Seller Terms, Conditions & Policies (Australia)

Key Seller Tips

  • Always factor in Stripe payment processing fees and shipping costs when pricing your items.
  • Make your return and refund policy clear and visible in your shop.
  • Respond promptly and professionally to buyer inquiries and disputes.
  • Include shipping costs in your total listed price to comply with Australian pricing laws.
  • Only list items you are authorised to sell and that comply with intellectual property laws.
  • Accurately describe items, including flaws, sizing, and condition.
  • For change-of-mind returns, clearly state which costs the buyer is responsible for (item, shipping, fees).
  • Use original content or properly licensed media for videos, images, and music.
  • Keep track of orders and deliveries; provide tracking numbers and notify buyers of any delays.
  • Maintain accurate business records and comply with tax obligations, including GST.

1. Becoming a Seller

  • To sell on Wagtail, you must create an account and complete your seller profile, including payment and business information.
  • You must be 18 years of age or older or have legal permission to operate a business in Australia.
  • You must comply with all applicable Australian laws, including the Australian Consumer Law (ACL).

2. What You Can Sell

  • Wagtail is a marketplace for fashion-related items, clothing and accessories. Sellers may only list items they are authorised to sell, meaning:
    • They own the item outright.
    • They have legal rights or licences to sell the item (e.g., authorised resale agreements).
  • All items must be accurately represented and comply with intellectual property laws.
  • You must not sell:
    • Counterfeit, fake, or replica goods.
    • Items that infringe on third-party trademarks or copyrights.
    • Prohibited items under Australian law (e.g., hazardous goods, weapons).
    • Items that mislead or deceive customers (e.g., falsely labelled designer items).

3. Total Pricing Policy

All prices listed on Wagtail must be displayed as total prices in accordance with Australian pricing regulations. This means:

  • Prices must include GST (Goods and Services Tax) if applicable.
  • The listed price must represent the full amount the buyer will pay, including the cost of the item and any standard shipping charges.
  • No additional shipping costs are added during checkout; the price shown on the listing is the final amount payable by the buyer.

This ensures transparency and compliance with the Australian Consumer Law regarding pricing practices.

3. Listings & Content Guidelines

  • Sellers must create clear, honest, and accurate listings. This includes:
    • Accurate product descriptions, sizing, condition, materials, and fit of the product that reflects the actual item being sold.
    • Disclosure of flaws, faults, or damage.
  • Video content including music (e.g., try-ons, styling tips) must:
    • Feature the listed item.
    • Be your own original content or include licensed collaborators.
    • Avoid misleading claims (e.g., overpromising quality or durability).
  • Video content must not include:
    • Offensive or discriminatory language.
    • Inappropriate music, nudity, or unsafe practices.
    • Sexualisation of minors under the age of 18
    • Hateful, discriminatory, derogatory language or imagery
    • Threats or harassment
    • False, deceptive, or misleading information
    • Advertising or promotions unrelated to item being sold
    • Promotion of off-platform transactions - A transaction initiated on the Wagtail platform may not be completed off of Wagtail.
  • Prohibited items
    • Items that promote, support or glorify
      • Hatred
      • Violence
      • Pornography
      • Discrimination
      • Abuse
  • Repeat infringement may result in account suspension or removal from the platform.

4. Orders, Fulfilment & Shipping

  • Sellers are responsible for:
    • Including the cost of shipping in each item's advertised price.
    • Processing and dispatching orders 5-10 business days of receiving order.
    • Providing tracking numbers to customers via the Wagtail app
    • Notifying customers of any delays or issues.
  • You must comply with fair trading laws, including the obligation to provide items that match the description and are delivered within a reasonable time.
  • Sellers may choose to ship domestically or internationally (if compliant with customs laws).

5. Fees & Payments

  • Wagtail charges a commission fee on each sale and may charge listing fees.
  • Current rates are available in your seller dashboard.
  • Fees are automatically deducted from your sales.
  • Seller payouts are processed via Stripe Inc Financial Services and deposited into your nominated account.
  • Seller payouts are released once the buyer confirms receipt of their order via the notification we send.
  • If the buyer does not respond to the confirmation request, the payout will be automatically processed 30 days after the purchase date.
  • Sellers are responsible for:
    • Their own tax obligations, including GST registration and reporting if earning above the threshold.
    • Maintaining accurate business records.

6. Seller Fees and Commission

  1. Commission on Total Sale Price
    • Wagtail charges a commission of 9% of the total sale price on each completed transaction.
    • The total sale price includes the advertised item price and any shipping costs charged to the buyer.
  2. Shipping Costs
    • Sellers are responsible for accurately calculating and including shipping costs in the advertised sale price.
    • Commission is applied to the total sale price, including shipping.
  3. Payment Processing Fees
    • In addition to Wagtail’s commission, Stripe’s payment processing fees apply to the total sale price. These are currently 1.7% + A$0.30 for domestic transactions and 3.5% + A$0.30 for international transactions.
  4. Net Earnings
    • The amount remitted to the seller (“Net Earnings”) is the total sale price minus Wagtail’s commission and Stripe’s payment processing fees.
  5. Example Calculation (Domestic Transaction)
    • Item price: A$80
    • Shipping: A$10
    • Total sale price: A$90
    • Wagtail commission (8%): A$7.20
    • Stripe fee (1.75% + A$0.30): A$1.88
    • Net earnings to seller: A$80.92
  6. Changes to Fees
    • Wagtail reserves the right to review and adjust commission rates or fee structures with reasonable notice to sellers. Any changes will be communicated prior to taking effect.

7. Returns, Refunds & Cancellations

Your Legal Obligations

Under the Australian Consumer Law (ACL), buyers are entitled to a refund, repair, or replacement if an item is:

  • Faulty, damaged, or unsafe.
  • Significantly different from the description or sample provided.

These rights apply regardless of any store policy and cannot be excluded.

Seller Requirements

As a seller on Wagtail, you must:

  • Clearly state your return and refund policy on your shop profile.
  • Honour all valid refund and return requests required under Australian Consumer Law.
  • Respond promptly and professionally to buyer inquiries about returns.
  • Ensure refunds are processed within reasonable timeframes.

Return Timeframes

  • Buyers must raise return or refund requests within 30 days of receiving the item for standard disputes (e.g., misdescription, damage on arrival, change of mind if allowed).
  • For major faults that appear after 30 days (e.g., defects that make the product unsafe or unusable), buyers may still have rights under the ACL, and sellers must assess these claims in good faith.

Additional Returns (Change of Mind)

  • You are not required by law to accept returns for change of mind, incorrect size, or unwanted items.
  • However, you may choose to offer this as part of your shop policy for customer service reasons.
  • If you allow change-of-mind returns, your policy must clearly state any conditions (e.g., buyer pays return shipping, time limits).

Who Pays Return Shipping?

  1. Seller’s Responsibility (Faulty or Misrepresented Items):
    • The seller must cover return shipping costs and issue a full refund, including the original shipping cost.
  2. Buyer’s Responsibility (Change of Mind):
    • The buyer pays return shipping unless the seller’s policy states otherwise.
    • The seller may refund only the item price (excluding original shipping), unless they voluntarily choose to refund shipping as well.

Sellers Returns, Refunds & Payouts (via Stripe)

  1. Delivery Confirmation
    • Once an order is marked as delivered, the buyer is asked:
      • “Did you receive your package?”
      • Yes, keeping it → Payment is released to you (the seller).
      • Yes, returning it → Payment is held until the return/dispute is resolved.
  2. No Buyer Response
    • If the buyer does not respond within 30 days of delivery, payment is automatically released to you.
  3. Returns & Disputes
    • If the buyer selects “Return”, funds remain on hold (beyond 30 days if necessary) until the issue is resolved.
    • Refunds are processed manually by Wagtail once evidence of return is provided via email admin@wagtailfashionhub.com.au
  4. Refund Amounts
    • Under the Australian Consumer Law (ACL), buyers are entitled to a refund, repair, or replacement if an item is:
      • Faulty, damaged, or unsafe.
      • Significantly different from the description or sample provided.
    • Buyers will always receive a full refund of the amount they originally paid (including shipping, if applicable) when legally entitled under Australian Consumer Law.
    • Processing Fees (Important for Sellers)
      • Payment processing fees charged by Stripe are non-refundable.
      • If a refund is issued, the buyer receives their full payment back, but the seller is responsible for the lost processing fee.
    • Refund Fee Recovery (Seller Responsibility)
      • If a refund is issued, Wagtail may:
        • Deduct the non-refundable Stripe fee from the seller’s current balance;
        • Offset the fee against future payouts; or
        • Debit the seller’s linked payout account if no balance is available.
      • By listing items on Wagtail, sellers authorise Wagtail to recover these costs.

Example:

  • Buyer pays $100.
  • Stripe deducts $2.05 → Seller balance is $97.95.
  • If refunded, buyer gets $100 back.
  • Stripe keeps $2.05.
  • Wagtail recovers the $2.05 fee from the seller (current balance, future sales, or linked account).

Change-of-Mind Policy Returns, Refunds & Payouts (via Stripe)

Australian Consumer Law requires you to accept returns and issue refunds when an item is faulty, unsafe, or misrepresented. In these cases, you must cover the cost of the return, and refund the buyer in full (including original shipping).

However, for change-of-mind returns (for example, if a buyer orders the wrong size or simply doesn’t want the item anymore):

  • You are not legally required to accept returns.
  • If you choose to offer them as a goodwill gesture, we recommend factoring in:
    • Postage costs (buyers usually pay return shipping, unless you decide to offer free returns).
    • Processing fees from Stripe (these are non-refundable, so you will lose this amount if you issue a refund).

Example:

  • A buyer pays $100 for an item and later returns it because of a change of mind
  • You refund the $100.
  • Stripe/Zeller keeps $2.05 (processing fee).
  • You also don’t get back the original outbound postage cost.

Because of this, you may wish to:

  • Only refund the item price (not shipping) for change-of-mind returns.
  • Make it clear in your shop policy how change-of-mind refunds are handled.

Change-of-Mind Returns Policy (Template for Sellers)

Policy:

  • I accept returns for change-of-mind requests at my discretion.
  • Buyers must request a return within 30 days of receiving the item.
  • Refunds for change-of-mind returns will only include the item price.
  • Original shipping costs are non-refundable.
  • Return shipping costs are the buyer’s responsibility.

Important Notes:

  • This policy does not affect buyers’ rights under Australian Consumer Law if an item is faulty, unsafe, or significantly different from its description. In those cases, buyers are entitled to a full refund, including shipping, and the seller must comply.
  • Payment processing fees (Stripe) are non-refundable. The seller is responsible for these fees on all refunds.

Example:

  • Buyer pays $100 for an item (including $10 shipping).
  • Buyer changes their mind and returns the item.
  • Refund = $90 (item price only).
  • Buyer pays return shipping.
  • Stripe fee (~$1.75–$2) is absorbed by the seller.

8. Privacy & Data Handling

  • Sellers must respect customer privacy and comply with the Australian Privacy Act 1988.
  • You may only use buyer information (names, addresses, contact details) to:
    • Fulfil orders.
    • Communicate regarding purchases.
  • You must not use customer data for marketing or share it with third parties without consent.
  • Wagtail collects seller data in line with our Privacy Policy and stores it securely.

9. Intellectual Property & Brand Integrity

  • All content (videos, images, descriptions) must be original or you must have permission to use it.
  • Wagtail may remove listings or content that infringe on third-party intellectual property rights.
  • Sellers must not use copyrighted music, logos, or branding in videos unless properly licensed.
  • Repeat infringement may result in account suspension or removal from the platform.

10. Account Conduct & Community Expectations

  • As a seller, you must:
    • Treat customers and other users respectfully.
    • Maintain a professional tone in all communications.
    • Avoid false reviews, manipulation of ratings, or misleading tactics.
  • Wagtail reserves the right to:
    • Remove content that violates our policies.
    • Temporarily or permanently suspend seller accounts for misconduct, non-compliance, or breach of law.

11. Disputes & Resolution

Wagtail encourages buyers and sellers to resolve disputes directly via email

Refunds and Returns at Wagtail’s Discretion

Wagtail is primarily a platform connecting buyers and sellers; however, we may intervene in certain cases to ensure compliance with Australian Consumer Law and to protect marketplace integrity.

Timeframe for complaints:

  • Buyers must report any issues with an order within 30 days of the purchase date to be eligible for Wagtail’s intervention. Complaints raised after this period may not qualify for refunds or enforced returns unless required by law.

Situations where Wagtail may issue refunds or enforce returns include:

  • Non-delivery – The item was not received, and the seller cannot provide valid proof of dispatch or delivery.
  • Misrepresentation – The item is significantly different from its description (e.g., wrong size, material, or condition).
  • Defective or damaged items – The product is faulty, unsafe, or damaged upon arrival.
  • Unresponsive sellers – The seller does not respond to buyer queries or fails to resolve the issue within a reasonable timeframe.
  • Fraudulent activity – The transaction is suspected to involve counterfeit goods, stolen items, or other illegal conduct.

When Wagtail enforces a refund or return:

  • Buyers may be required to return the item (unless unsafe or otherwise exempt under law).
  • Sellers are notified and may provide evidence (e.g., shipping confirmation, condition photos) before Wagtail makes a decision.
  • Decisions are final and made in line with Australian Consumer Law obligations.

12. Termination

  • You may close your seller account at any time via your dashboard.
  • Wagtail may terminate or suspend accounts that:
    • Breach these terms.
    • Mislead buyers or engage in fraudulent activity.
    • Violate legal obligations or safety requirements.

13. Changes to Policies

  • Wagtail may update these terms from time to time.
  • Sellers will be notified of significant changes.
  • Continued use of the platform after changes implies acceptance.

14. Need Help?

For any seller support queries, contact:

  • admin@wagtailfashionhub.com.au

Wagtail Buyer Terms & Conditions

(Australia)

Last updated: 02/09/2025

These terms apply to all individuals who purchase items on Wagtail (“you”, “buyer”) and govern your use of the Wagtail marketplace platform (“Wagtail”, “we”, “our”, “the platform”).

1. Account Eligibility

  • You must be 18 years or older to create an account or have legal permission to make purchases in Australia.
  • You are responsible for keeping your account details, passwords, and payment information secure.
  • Only one account per person is allowed; creating multiple accounts may result in account suspension.

2. What You Can Buy

  • Wagtail is a marketplace for fashion-related items, clothing, and accessories.
  • Items may be:
    • Pre-owned, handmade, vintage, or made-to-order.
    • One-of-a-kind or limited in quantity.
  • Sellers are responsible for providing accurate descriptions, pricing, sizing, and imagery of the items.
  • You must not attempt to buy prohibited items, including counterfeit, unsafe, or unlawful goods.
  • Always check the seller's return policy before purchasing.

3. Total Pricing & Payment

  • All prices on Wagtail are total prices and include:
    • Item cost
    • GST (if applicable)
    • Any standard shipping charges
  • No additional charges are added during checkout; the price displayed is the total amount payable.
  • Payments are processed securely via Stripe.
  • By purchasing, you authorise Wagtail to charge your card or account for the total listed price.

4. Orders & Shipping

  • You must provide a complete and correct shipping address.
  • Sellers are responsible for dispatching items within the timeframe stated in their shop.
  • Wagtail provides a platform for sellers to share tracking information; buyers should monitor shipments.
  • Delivery times are estimates; Wagtail is not liable for delays caused by carriers or customs.

5. Returns, Refunds & Cancellations

Your Legal Rights

  • Under Australian Consumer Law (ACL), you are entitled to a refund, repair, or replacement if an item is:
    • Faulty, unsafe, or damaged
    • Significantly different from its description or sample
  • Buyers must notify sellers within 30 days of receiving the item for standard disputes.

Change-of-Mind Returns

  • Sellers are not legally required to accept returns for change of mind, incorrect size, or unwanted items.
  • If a seller offers change-of-mind returns, their policy must clearly state:
    • Who pays return shipping
    • Which costs are refundable (item, shipping, or fees)

Refunds & Payment Processing

  • Refunds for items covered under ACL rights are full refunds, including the original shipping cost.
  • Refunds for change-of-mind returns may exclude shipping costs and non-refundable Stripe fees.

6. Complaints & Disputes

  • Contact the seller first to resolve any issues.
  • If unresolved, contact Wagtail Support (admin@wagtailfashionhub.com.au) within 30 days of purchase.
  • Wagtail may intervene to enforce refunds or returns in cases of:
    • Non-delivery
    • Misrepresentation of the item
    • Faulty or unsafe items
    • Unresponsive sellers
  • Wagtail decisions are final and compliant with Australian Consumer Law.

7. User Conduct

  • Buyers must:
    • Treat sellers and other users respectfully
    • Avoid submitting false reviews or manipulating feedback
    • Not attempt to purchase prohibited items
  • Repeat violations may result in account suspension or termination.

8. Privacy & Data

  • Wagtail collects and stores your personal data in accordance with the Privacy Act 1988.
  • Your information is used to:
    • Process purchases
    • Communicate with you about orders
    • Provide platform services
  • Data will not be shared with third parties for marketing without your consent.

9. Intellectual Property

  • All content on Wagtail (videos, images, descriptions) is owned by the platform or the seller.
  • You may not copy, reproduce, or redistribute content without permission.

10. Limitation of Liability

  • Wagtail is a platform connecting buyers and sellers; we are not responsible for seller actions, item quality, or delivery issues beyond facilitating the transaction.
  • We are not liable for indirect or consequential losses, including shipping delays, damage, or customs issues.
  • Wagtail facilitates secure transactions and helps resolve disputes but is not liable for:
    • Seller delays or misconduct.
    • Loss or damage resulting from the use of products sold on the platform.
    • Content accuracy or third-party copyright violations.

11. Changes to Terms

  • Wagtail may update these terms from time to time.
  • Continued use after changes implies acceptance of the updated terms.
  • Major changes will be communicated via email or in-app notifications.

12. Need Help?

  • For buyer support, contact:
    • admin@wagtailfashionhub.com.au