Gumtree Pay with Protected Shipping Policy for Buyers

Effective Date: June 2026

Issued by: Gumtree AU Pty Ltd (ABN 33 616 996 840) and its related bodies corporate (referred to as “Gumtree”, "we", "us", or "our")

Confidence in your delivery. When you pay through Gumtree Pay and request your item to be delivered via the Shipping feature within Gumtree Pay, you may be eligible for protection under our Gumtree Pay with Protected Shipping policy. 

Eligibility conditions apply. In particular, you will not be eligible for protection if the seller uses Gumtree Pay but ships the item without using  the Shipping feature within Gumtree Pay, including where ‘Pickup’ is selected on the Gumtree Pay request and shipping is arranged directly with the seller. 

Your Agreement with Gumtree: This policy forms part of your agreement with Gumtree, which also includes Gumtree’s Terms of Use, Shipping Terms and Privacy Policy. In the event of any inconsistency between this policy and Gumtree’s Shipping Terms, this policy prevails. Capitalised terms not defined in this policy have the meaning given in the Gumtree’s Shipping Terms or Terms of Use.

What is Covered

• Item Not Received: The seller must enter a valid tracking number within 3 days of Gumtree receiving payment. If your item does not arrive and the seller cannot provide a valid tracking link or proof of delivery within 3 days of your complaint, you are eligible for a full refund.

• Significantly Not as Described (SNAD): If the item arrives and is significantly different from the listing (for example, a different colour, damaged, or missing parts), you may be eligible for a full refund (provided that you raise a dispute with Gumtree within the required 3-day timeframe).

• Lost in Transit: If the tracking status does not show as delivered and the seller cannot provide proof of investigation with the shipping provider within 3 days of your complaint,  Gumtree will facilitate a refund.

• Items sold for $1,000 or less.

For items that are significantly not as described or arrive damaged, you must raise a dispute with Gumtree within 3 days of confirmed delivery to pause the seller’s payout from being released. For lost in transit claims, you must raise your dispute as soon as possible to allow Gumtree to investigate effectively.

How It Works

• Raise a dispute first: Where an item is significantly not as described or hasn’t arrived buyers must raise a dispute with Gumtree first to pause the release of the seller’s payout. 

• Resolution: Gumtree may then require you to contact the seller directly first to find a solution (such as a return or partial refund). Informal resolution does not limit a buyer’s rights under the Australian Consumer Law. Alternatively, Gumtree may liaise with the seller on your behalf to make a determination. Where Gumtree intervenes, Gumtree may, in its discretion, offer a partial refund as a resolution, which both parties may be required to accept. Any partial refund will be calculated reasonably and in good faith, having regard to the extent of the discrepancy between the item as listed and as received, the value of the affected component(s), and any evidence provided by both parties.

Your Obligations to Remain Covered

• To be eligible for protection, buyers must purchase the item via Gumtree Pay and the seller must have it delivered using the Shipping feature within Gumtree Pay. In this scenario, you will see the ‘Shipping cost’ line item when you checkout with Gumtree Pay.

• You can confirm that this protection applies to your purchase by checking that your checkout screen shows an itemised shipping cost and a selected delivery provider. If you do not see a shipping cost line item at checkout, the seller has not enabled Gumtree Shipping and this policy does not apply to your transaction

• You will not be eligible if: 

• you pay via a direct money transfer outside of the Gumtree app or website, including PayPal, PayID or a bank transfer. 

• you agree to meet your seller in person to transact (even if you use Gumtree Pay).

• if you pay for the item via Gumtree Pay and the Seller selects ‘Pickup’ but shipping is arranged directly with the seller (i.e. outside of the Gumtree platform). In this scenario, the ‘Shipping cost’ line item will not be displayed when you checkout with Gumtree Pay. 

• We may not be able to give you a refund if the tracked shipping shows as delivered to your chosen address. You must ensure your delivery address is entered correctly. If you enter an incorrect delivery address and the seller has already shipped the item to that address with valid tracking, you are responsible for contacting the delivery provider directly to redirect your parcel. Gumtree cannot guarantee a refund in these circumstances.

• To remain eligible for protection under this policy, (including if you claim the item is damaged or significantly not as described), you must keep hold of the item throughout the claim process. Gumtree cannot guarantee any refunds for items that have been disposed of.

• You must also cooperate reasonably with Gumtree's investigation process by:

  • providing clear photographs of the item as received within the timeframe requested by Gumtree; and

  • responding to requests for information within the timeframe requested by Gumtree; 

  • retaining the item in the condition it arrived until the dispute is resolved; and

  • returning, if required by Gumtree, the item in the same condition it arrived at. 

If you fail to cooperate reasonably with Gumtree's investigation process, Gumtree may, in its discretion, close your dispute and release the seller's payout. See ‘Returns and Refunds’ section below.

• Your obligations as a buyer are also set out in Gumtree’s Shipping Terms. You should read the Shipping Terms carefully before completing your purchase. Failure to comply with your obligations under the Shipping Terms may affect your eligibility for protection under this policy.

Returns and Refunds

• Gumtree Pay with Protected Shipping will not apply if you change your mind about an item you’ve purchased. Please contact the seller directly to discuss your options.

• Where an item is found to be significantly not as described, Gumtree may require the item to be returned. In those cases, Gumtree may ask the seller to pay for, or reimburse you for, the cost of return shipping. Alternatively, Gumtree may ask the seller to provide you with a prepaid return label. If the seller is unable or unwilling to cover the cost of return shipping, you may be required to pay for return shipping,

• Returns Process:

• Where you are required to return an item, you are responsible for the condition of the item during return transit. You must use a tracked shipping method when returning items and must provide Gumtree with a valid tracking number We also strongly encourage you to take up any offer of insurance available from the delivery provider you choose. Note: where a seller is in trade and the item is significantly not as described, the Australian Consumer Law may require the seller to bear return shipping costs; see the 'Note on Return Shipping Costs' section above.

• The condition of the returned item will be assessed against photographs provided by you at the time of lodging the dispute. 

• If a returned item arrives damaged in a way that is inconsistent with your original complaint, Gumtree may, in its discretion, adjust the refund accordingly.

• Your refund will only be issued once the seller confirms receipt of the returned item in its original state. If the item has been returned to the seller and they have not confirmed receipt after 3 days, please contact Gumtree. If the seller fails to confirm receipt or to issue a refund within 3 days of the return being marked as delivered, Gumtree may, in its discretion, proceed to issue a refund to you directly, subject to the limitations below.

• Gumtree may, in its discretion, issue a refund to you without requiring the return of the item (for example if the seller has sent you a damaged or unusable item.

Important Limitations

• No cover for change of mind: Gumtree Pay with Protected Shipping does not cover returns and refunds if you have simply changed your mind about your purchase. In those cases, you will need to discuss the return and refund options directly with your seller.

• Not an insurance policy: Gumtree Pay with Protected Shipping is not an insurance policy, a warranty, or a guarantee. Gumtree has sole discretion to decide whether a transaction is granted protection under Gumtree Pay with Protected Shipping and Gumtree reserves the right to change, suspend, or discontinue the programme at any time, for any reason. Gumtree will exercise its discretion under this policy reasonably and in good faith, having regard to the evidence provided by both parties. Gumtree will provide reasons for any adverse determination where reasonably practicable. 

• Transaction Value Limit: Gumtree Pay with Protected Shipping applies to transactions up to a maximum value of AUD $1,000. For transactions above $1,000, the buyer protection cover under this policy will not apply. While Gumtree will use its best endeavours to facilitate a refund under this programme for buyers of items over $1,000, it cannot guarantee that they will receive a refund if something is not right with their item. Buyers must comply with this policy to maximise Gumtree’s ability to facilitate a refund. Buyers may, however, retain rights against the seller under the Australian Consumer Law.

• Programme changes: Where Gumtree makes changes to this policy that are adverse to you, Gumtree will provide you with at least 30 days' written notice before those changes take effect in relation to future transactions. Changes will not affect transactions already in progress at the time notice is given.

• Not to be used simultaneously with chargebacks: Gumtree Pay with Protected Shipping does not apply if you have already initiated a chargeback, PayPal dispute, or any other external payment dispute in relation to the same transaction. You should not seek recovery through more than one channel simultaneously.

• Excluded Categories: Gumtree Pay with Protected Shipping is only available for items listed in categories for which Gumtree Pay with Protected Shipping has been enabled. Without limiting the foregoing, Gumtree Pay with Protected Shipping is not available for the following types of items: