Refund and Dispute Policy
Version: 2026-08-legal-l4
1. This Policy, Acceptance and Priority
This Policy forms part of the agreement between Protein Link Pty Ltd ACN 696 889 433 (Protein Link, we, us or our) and each buyer and supplier on the Platform. You accept it when you register an account or submit or accept an order request, whichever happens first, and we record the version and date of your acceptance.
This Policy operates together with the Buyer Terms, the Supplier Agreement, the Marketplace Transaction Terms and the Freight Responsibility Matrix. If there is any inconsistency, those documents prevail over this Policy to the extent of the inconsistency. The Privacy Policy prevails over every other document on the handling of personal information.
2. Australian Consumer Law
Nothing in this Policy excludes, restricts or modifies any guarantee, condition, warranty, right or remedy conferred on a person by the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or by any other law, where to do so would be void or would contravene that law. Every other provision of this Policy is read subject to this clause.
3. Scope
This Policy covers disputes between buyers and suppliers for transactions conducted through Protein Link, including product quality issues, quantity discrepancies, delivery problems, and pricing disputes.
4. Reporting a Dispute
Disputes must be reported within 24 hours of receiving the goods or within 24 hours of the expected delivery date if goods were not received. Reporting within 24 hours does not limit any right you have under the Australian Consumer Law, and a failure to report within that time does not affect a right that cannot be excluded by law. A defect that was not reasonably apparent on delivery may be reported within a reasonable time after you become aware of it. To report a dispute, contact Protein Link support with the order number and a description of the issue.
5. Resolution Process
Direct resolution: Buyers and suppliers are encouraged to resolve disputes directly. Most issues can be resolved through communication.
Platform mediation: If direct resolution fails, either party may request Protein Link to mediate. We will review the order details, communications, and any evidence provided by both parties.
Decision: Protein Link will issue a non-binding recommendation within five business days of receiving all relevant information from both parties. The Supplier Agreement, the Buyer Terms and the Marketplace Transaction Terms each provide that a dispute is dealt with in accordance with this Refund and Dispute Policy. If we mediate we act as a facilitator and not as an arbitrator or decision maker, we are not liable for the outcome, and nothing in this Policy prevents either party from pursuing its rights against the other.
6. Refund Eligibility
Refunds may be issued in the following circumstances:
- Goods not received and supplier cannot provide proof of dispatch.
- Goods received are materially different from the listing description.
- Goods received are damaged, spoiled, or unsafe for consumption.
- Significant quantity shortfall (more than 10% below the ordered quantity).
- A refund, repair or replacement is required by law, including under the consumer guarantees in the Australian Consumer Law.
7. Refund Process
Approved refunds are processed through Stripe. Refund amounts will be credited to the original payment method. Processing times depend on your payment provider but typically take 5 to 10 business days.
A refund is borne by the supplier unless the reason for it was our act or omission. By listing on the Platform the supplier authorises us to assess a refund request under this Policy, to make the refund to the buyer, and to recover the amount from the supplier by deduction from amounts otherwise payable to it or, if there are none, on demand. The same applies to a chargeback and to any fee a payment provider charges us in connection with it.
8. Non-Refundable Situations
- Buyer changed their mind after the supplier accepted the order.
- Minor variations in product appearance that do not affect quality or safety.
- Delivery delays caused by events outside the supplier’s reasonable control.
- Goods that were damaged after delivery due to buyer’s handling or storage.
This clause does not apply to the extent that a refund, repair or replacement is required by law.
9. Platform Fees
Platform fees are refunded when a full refund is issued. For partial refunds, the platform fee is adjusted proportionally.
10. Governing Law
This Policy is governed by the laws of New South Wales. Each party submits to the exclusive jurisdiction of the courts of New South Wales and of any court that may hear appeals from them.