We want every order to arrive in good condition and as expected. This policy explains when refunds or replacements apply and how to make a claim.

This Refund Policy applies to all purchases made through our Online Shopping and Gift Card services operated by MEMBERBenefits Pty Ltd for its programs, including Employee Benefits Program, Presidential Card, Member Benefits, Perkly and whitelabel client sites.

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1. Change-of-mind

We do not offer refunds or returns for:
• Change of mind
• Products ordered by mistake
• Products you no longer want

Please choose carefully before placing an order.

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2. When a refund or replacement may be available

You, or the nominated recipient, may request a refund or replacement if:
• The product is damaged or faulty when delivered
• A fault appears within 14 days of receipt (not caused by misuse or damage)
• We agree the product is not of acceptable (merchantable) quality under the Australian Consumer Law

For digital products (eGift cards):
• If an eGift card is not delivered to your email, or arrives with an error preventing activation, we will work with the provider to correct or reissue it
• Once an eGift card has been successfully delivered and activated, it cannot be refunded unless required by law

For physical gift cards:
• Cards must be returned in unused, undamaged condition for assessment
• Lost, stolen or misplaced cards cannot be replaced or refunded

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3. How to make a claim

Send an email to info@memberbenefits.com.au within 14 days of receiving the product.

Include:
• Your full name
• Order number
• Contact phone number
• Reason for the claim
• Photos if the item is faulty or damaged

We will review your claim and contact you to discuss next steps.

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4. Returning a product

If your claim is accepted, we will give you the return address and instructions.

Please note:
• Products must be returned in the same condition they were received, unless they are faulty
• You must pack the product securely to prevent damage during return transit
• You must keep proof of posting (e.g., Australia Post lodgement receipt). If the item goes missing and no proof of return is provided, the return cannot be processed
• Once the product arrives, we will inspect it and confirm the outcome

If approved, your refund will be processed to the original payment method, or a replacement will be supplied.

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5. Australian Consumer Law

Your rights under the Australian Consumer Law apply in addition to this policy.

These rights include guarantees that goods will:
• Be of acceptable quality
• Match their description
• Be fit for purpose

Nothing in this policy limits your statutory rights.

For more information, visit:
https://consumer.gov.au