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Buyers and Sellers Policy

Buyer Policy

  1. FurLeggedFamily.com.au (Fur Legged Family) provides a marketplace allowing you, a buyer, to purchase items directly from other sellers (Store). Your use of this website and Store confirms your agreement to be bound by the terms and conditions of use for consumers set out below (Buyer Policy). Please read the Buyer Policy carefully before you purchase any item from the Store.

Buyer / seller relationship

  1. Fur Legged Family provides a Store for buyers to browse and purchase certain items. It is important to note that when you are purchasing an item, you are buying it from one of the many independent sellers who we are hosting on our website, not from Fur Legged Family itself. At no stage does our hosting create a buyer/seller relationship between us and any site member.

Listings

  1. Fur Legged Family does not warrant, guarantee or make any representations regarding the accuracy, adequacy, reliability, completeness or timeliness or any other aspect of the listing information available on this website. Nor do we warrant that the products you purchase are suitable for your intended use.
  1. Each seller is responsible for their own listings, and is subject to certain listing policies and standards. Fur Legged Family does not pre-screen sellers and cannot verify the validity of each item for sale.
  1. However, as a valid member of this website, we provide you with the opportunity to flag/report any listing which you feel may be misleading, inaccurate or which breaches a policy of this website by sending an email to support@furleggedfamily.com.au.

Communication

  1. Fur Legged Family allows buyers and sellers to communicate via instant chat messaging. However, any inappropriate communications on behalf of any member of this website will not be tolerated and is a breach of these policies. Inappropriate communications include:
    • harassing, vilifying, abusing and bullying another user of the website;
    • using the communication tools for the purposes of spam or unnecessary requests;
    • pretending to be an interested buyer for the purposes of gleaning private information about a seller and/or their store; and
    • using any language that is racist, sexist, homophobic, incites hate, anti-religion or otherwise disrespectful to any member for any reason. Any language of this nature must be reported to us immediately.
  1. Any use of the communication system for the purposes of bringing a particular seller's reputation into unfair disrepute, including making false or misleading statements to other uses of the website about a particular seller or item in an attempt to reduce that seller's business.

Purchasing

  1. By purchasing an item in the Store, you warrant that you:
    • understand you are not entering into a buyer/seller relationship with Fur Legged Family (as stated above);
    • have clearly read and understood the item description and listing information;
    • have either paid for the item or are going to pay for the item via an appropriate payment method which is acceptable to the seller; and
    • have provided accurate shipping details so the seller can post the item to the correct address.
  1. When you commit to buying an item (by way of clicking 'Buy Now'you are bound by that decision and required to pay the relevant purchase price to the seller. A failure to pay is a clear breach of these policies.
  1. If you wish to revoke a purchase, it is your responsibility to make contact with the seller. A seller is only required to revoke a transaction if the buyer provides a legitimate reason for doing so, one which a reasonable person would consider to be legitimate. Please note all sellers have their own refund policies.
  1. Making unreasonable demands of a seller constitutes a breach of these policies. As a buyer, you are subject to whatever express terms the seller has outlined on his or her listings. Demanding the seller to change the way he or she processes payment, delivers the item to the buyer or to significantly change the purchase price (etc) will not be tolerated.

Reviews

Buyers must ensure any reviews they leave are honest/accurate etc, and not falsified so as to damage the reputation of a seller or their items.

Dispute resolution

  1. If any legitimate dispute or issue arises in regards to a purchase, you may contact Fur Legged Family. We will try and help you resolve your issue with the particular seller. Please note that we ask you attempt to come to an amicable resolution with the seller first and foremost in a polite and reasonable manner – often it is just a matter of misunderstanding!
  2. Should such a resolution not be possible, Fur Legged Friends is willing to assist with any dispute arising from the following circumstances:
    • Non-delivery
      • If a particular item ordered and duly purchased does not arrive at the correct address (or at all), you may contact the Fur Legged Friends' [dispute resolution service]. We note that sellers are required to keep documentary proof that an item was properly sent to a buyer's address to help address this issue.
    • Does not meet description
      • If a particular item ordered and duly purchased is materially different from what was displayed on the seller's listing description, you may contact Fur Legged Friends' dispute resolution service.
      • "Materially different" can include an item being the wrong size, colour, material, level of authenticity and version. It also includes items that have clearly been used before (provided they were advertised as 'new') or items which are clearly damaged.
  1. Making any frivolous or unnecessary complaints as a buyer in relation to a seller is a breach these policies. Any complaints made must be serious and based on sufficient grounds. Frivolous complaints include issues outside of a seller's control (for example, a delivery company fault), or any other complaints that may be regarded as trivial or minute in nature.
  2. If you believe any seller is continually breaching any relevant policies or services, please let us know immediately

Seller Policy

  1. FurLeggedFamily.com.au (Fur Legged Family) provides a marketplace where you, the seller, can sell items directly to other buyers (Store). By registering as a seller you confirm you agree to be bound by the terms and conditions of use for sellers set out below (Seller Policy). Please read the Seller Policy carefully before you register as a seller.  If you do not agree with the Seller Policy, you must not sell any product in the Store and delist any products currently listed in the Store.

Listing

  1. As a Seller, it is your responsibility to list your products for sale (Listing).  All information submitted to this website relating to your Listing, including but not limited to product description and price (Listing Information) must be accurate, complete and not misleading.  It is your responsibility to maintain and update your Listing as required, and to remove your Listing once your item is sold.
  2. Any Seller found falsifying their Listing Information will have their Listing removed immediately and will be deregistered.  You agree to indemnify Fur Legged Family for any losses, costs, expenses or damages that Fur Legged Family may suffer or incur if any of the Listing Information provided by you is not correct.
  3. Currently, placing your Listing on this website is free.  If and when Fur Legged Family begins to charge a subscription or advertising fee, you will be notified, and given the option to discontinue or continue your Listing, subject to payment of the subscribed fee.

Self-representation

  1. As a seller, you agree that you are representing yourself and your store to the greater public. As such, Fur Legged Family requires that any information you provide about yourself, your store, your items and your own seller policies (including payment methods, refund policies etc) is fair, honest, accurate and not misleading. A failure to abide by these policies can result in deregistration.

What can and cannot be sold

  1. While Fur Legged Family is a Site that loves animals, no animals (either domestic or wild) may be sold under any circumstances. Any listings which purport to sell animals as pets will be removed immediately.
  2. Other prohibited items which must not be sold on Fur Legged Family include:
    • products or services not related in any way to animals or pets;
    • alcohol or drugs of any kind;
    • dangerous goods, including firearms, weapons and knives;
    • any items which have been made through the killing of animals, including ivory products, stuffed animals etc;
    • items which display offensive material, including unsavoury language and offensive images. This includes any items which promote or glorify hate or bigotry;
    • products or services not related to animals;
    • products that are neither innovative, creative, handmade, interesting or unique; and
    • any other item a reasonable person would believe to be unsuitable to be sold on Fur Legged Family. Fur Legged Family is intended to showcase  unique or creative or innovative or hand-made quality products.
  3. If you see any potentially prohibited items for sale on this website, please contact Fur Legged Family immediately.

Intellectual property

  1. Under no circumstances may a seller offer for sale any item which contains another person/entity's intellectual property or copyrighted material. This is not only a breach of these policies but also a breach of the Australian Consumer Law. Such a breach will result in the seller being deregistered.

Communications

  1. Fur Legged Family allows buyers and sellers to communicate via Instant chat messaging. However, any inappropriate communications on behalf of any member of this website will not be tolerated and is a breach of these policies. Inappropriate communications include:
    • harassing, vilifying, abusing and bullying another user of the website;
    • using the communication tools for the purposes of spam or unnecessary requests;
    • pretending to be an interested buyer for the purposes of gleaning private information about a seller's item; and
    • using any language that is racist, sexist, homophobic, incites hate, anti-religion or otherwise disrespectful to any member for any reason. Any language of this nature must be reported to us immediately.
  1. Any use of the communication system for the purposes of bringing a particular seller's reputation into unfair disrepute, including making false or misleading statements to other users of the website about a particular seller or item in an attempt to reduce that seller's business.

Store reviews

  1. Fur Legged Family allows buyers to review sellers based on their reliability and service.
  2. Under no circumstances may a seller adopt the process of 'shilling', by creating fake accounts in order to leave positive reviews for themselves (in turn making their store look more desirable). Shilling is a clear breach of these policies and contravenes relevant Australian Consumer Laws.
  3. In the interests of honesty, no seller may delete or manipulate any negative review a buyer has left on their store (provided the review was itself fair and accurate). They may, however, leave a response to any negative feedback addressing the issue at hand.
  4. If a seller does not agree with any review left on their store, they may communicate with the buyer who left the review in an amicable and friendly manner to address the issue. If the issue is resolved, the seller may ask the buyer to clarify (but not remove) the review and highlight how their issue has been resolved. Or, the seller may respond to the review highlighting how the issue was resolved.

Customer service

The easiest way to build a great reputation as a seller on Fur Legged Family is to provide first-rate customer service. As a member of this website, it is your responsibility to ensure you take all necessary measures to be the best seller you can be. Great customer service can be achieved by adopting the following policies:

  1. Ensure all your items clearly fit what you have posted on your listing description. This includes size, colour, condition and quality. The last thing a buyer wants is to open a package, only to reveal something completely different from what they ordered!
  2. Ensure your estimated shipping times are accurate and that you post the relevant item in a timely manner. It is also essential that you keep clear documentation of shipping information (including the time and date the item was posted, the address it was posted to etc) to help resolve any disputes which may arise between you and the buyer.
  3. If you provide personal policies on your store, ensure that you abide by them. As a seller, you are entitled to set your own refund, shipping and payment policies. Fur Legged Family expects you to take all necessary steps to abide by those policies and to display them clearly on your store page.
  4. If, for whatever reason, you are unable to complete an order, you must notify the buyer as soon as possible and reimburse them in full. Cancellations of orders may only be allowed if there is a legitimate reason (one which a reasonable person would deem legitimate).
  5. A buyer is entitled to approach the seller and ask to cancel/revoke a purchase order, or seek a refund (provided the seller allows refunds). Note, as a seller, you are not required to accept such an application. If a buyer contacts you regarding a cancellation, you must respond to in a timely and courteous manner, clearly outlining why you will or will not agree to the cancellation.

Issues / escalation

  1. Making any frivolous or unnecessary complaints as a seller in regards to the conduct of a buyer is a breach these policies. Any complaints made must be serious and based on sufficient grounds. Frivolous complaints include issues outside the buyer's control (including online payment failures, etc), or any other complaint which may be regarded as trivial or minute in nature.