EU Consumer Withdrawal Notice

This notice applies to consumers in the European Union who buy goods or online services from a Monash University shop website. It does not apply to financial services.

EU consumer law generally gives you 14 days to withdraw from an eligible online purchase without giving any reason, unless an exception applies. EU law also requires an easy online withdrawal option for eligible contracts concluded through a website or app.

1. Your Right to Withdraw

If you are an EU consumer, you have the right to withdraw from an eligible online purchase without giving any reason.

The withdrawal period is 14 days. The start date depends on what you bought:

• For goods, the 14-day period begins on the day you, or someone you nominate other than the carrier, physically receive the goods.
• If you ordered several goods in one order and they are delivered separately, the period begins when you, or someone you nominate other than the carrier, receive the last good.
• If goods are delivered in several lots or pieces, the period begins when you, or someone you nominate other than the carrier, receive the last lot or piece.
• For regular deliveries of goods over a defined period, the period begins when you, or someone you nominate other than the carrier, receive the first good.
• For online services, the 14-day period begins on the day the contract is concluded.

These timing rules come from EU consumer law.

2. How to Withdraw

To withdraw, you must tell us clearly that you wish to withdraw from the contract before the 14-day withdrawal period expires. You may do this by:

• using the online withdrawal function on the relevant Monash University shop website, where available;
• using the model withdrawal form referred to below; or
• sending any other clear statement that you wish to withdraw.

If you bought through our website, we will provide an easy-to-find online withdrawal function during the withdrawal period. It will be labelled “withdraw from contract here” or with similar clear wording. After you submit a withdrawal request through that function, we will acknowledge receipt without undue delay in a form you can keep.

You will meet the deadline if you send your withdrawal notice before the 14-day withdrawal period has expired.

3. Withdrawal for Goods

If you withdraw from a contract for goods, you must send the goods back or hand them over to us, or to a person authorised by us to receive them, without undue delay and no later than 14 days from the day on which you tell us that you are withdrawing. You meet this deadline if you send the goods before the 14-day return period has expired.

Unless we have agreed to bear the cost of return, you will have to pay the direct cost of returning the goods, provided we have informed you of that obligation.

You are responsible only for any reduction in the value of the goods caused by handling them more than was necessary to establish their nature, characteristics, and functioning.

4. Withdrawal for Online Services

If you withdraw from a contract for an online service during the 14-day withdrawal period, your obligations under the contract will end.

If you asked us to begin providing the service during the withdrawal period, you may be required to pay an amount proportionate to the services already supplied up to the time you told us you were withdrawing, provided the applicable legal conditions are met.

You may lose the right to withdraw once the service has been fully provided, but only if you expressly agreed that the service could start during the withdrawal period and acknowledged that you would lose the right to withdraw after full performance.

5. Refunds

If you withdraw from an eligible contract, we will reimburse all payments received from you, including standard delivery costs where applicable, without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.

We will make the reimbursement using the same means of payment you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

For goods, we may withhold reimbursement until we have received the goods back or until you have supplied evidence that you have sent the goods back, whichever is earlier.

We are not required to reimburse extra delivery costs if you choose a delivery method more expensive than the least expensive standard delivery method we offered.

6. Exceptions and When the Right to Withdraw May Be Lost

The right to withdraw does not apply, or may be lost, in certain cases allowed by EU law. These include, where applicable:

• goods made to your specifications or clearly personalised;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health protection or hygiene reasons, if they are unsealed after delivery;
• goods that, after delivery, are inseparably mixed with other items;
• sealed audio or video recordings or sealed computer software, if unsealed after delivery;
• newspapers, periodicals, or magazines, other than subscription contracts;
• accommodation, transport of goods, car rental, catering, or leisure services if the contract provides for a specific date or period of performance;
• services that have been fully performed, where performance began with your prior express consent and your acknowledgement that you would lose the right to withdraw once the service was fully performed; and
• digital content not supplied on a tangible medium, where performance has begun, and the legal conditions for loss of the withdrawal right are met.

These are common EU law exceptions.

7. Model Withdrawal Form

You may use the model withdrawal form below, but you do not have to.

You may instead send any other clear statement that you wish to withdraw. Model Withdrawal Form

To: Monash University online store - Shop.Monash [shop.monash@monash.edu]

I hereby give notice that I withdraw from my contract for the purchase of the following goods or for the provision of the following service:

• Description of goods or service:
• Order number/Invoice number:
• Ordered on:
• Received on (if applicable):
• Consumer full name:
• Date:

This is the EU model withdrawal form.

8. Exclusion of Financial Services

This notice does not apply to financial services, including banking, credit, insurance, personal pension, investment, or payment services. It applies only to goods and online services offered through a Monash University shop website.