Refund Policy

1. Before you bid

Before bidding, you must read the Auction Terms & Conditions and review the listing carefully, including photographs, collection requirements, the buyer premium, any cleaning deposit and the facility's collection times.

Bidder accounts must contain accurate legal name and date of birth information. A winning bidder may be required to complete one-time identity verification after payment and before collection.

2. Auction items are sold as a job lot

Storage-unit contents are generally second-hand, unseen beyond the available listing information, and sold as a single job lot. Contents may be incomplete, damaged, of limited value or different from a bidder's expectations.

A change of mind, failure to inspect, or disappointment with the contents will not usually qualify for a refund.

3. Winning bids and buyer premiums

A winning bid is binding under the Auction Terms & Conditions. Once payment has been successfully processed, we do not ordinarily refund the winning bid or buyer premium simply because a bidder changes their mind, does not collect the goods, or is unhappy with the condition or value of the contents.

Fees and charges displayed before payment form part of the amount payable for that auction.

4. Identity verification after payment

Payment confirmation does not by itself authorise collection. Where identity verification is required, the verified legal name and date of birth must match the details saved on the bidder account before the Platform will provide automatic collection clearance.

If there is a mismatch, collection is placed on hold and the bidder may contact Storage Auctions Australia to correct an innocent account error or request manual review. Auction contents must not be released while that review is unresolved.

5. Refund after unresolved identity failure

If identity verification cannot be completed successfully or a material identity mismatch cannot be resolved, Storage Auctions Australia may cancel the transaction and relist the auction.

In that situation, the winning-bid payment, buyer premium and refundable cleaning deposit will be returned, less an administration fee equal to 25% of the winning bid and capped at a maximum of $25.00, to the extent permitted by law. The cleaning deposit is refunded in full and is not used to calculate the administration fee.

We may waive the administration fee for a genuine account error, a Platform or identity-provider issue, or another circumstance where applying the fee would be inappropriate.

6. Cleaning deposits

Where a cleaning deposit applies, it is held until the successful bidder has emptied the unit and the facility has completed its inspection.

For a completed collection, the deposit may be refunded in full, refunded in part, or retained in accordance with the auction listing and the facility's documented inspection outcome.

7. When another refund may be considered

A refund or payment reversal may be considered where there has been a duplicate payment, a technical payment error, an unauthorised transaction, a material listing error, or another issue that requires a remedy under applicable law.

Refund decisions depend on the particular circumstances. We may ask for evidence, including payment records, photographs, messages or other relevant information.

8. Problems with an auction, identity check or collection

For an identity-verification issue, contact Storage Auctions Australia through our Contact page. For a physical collection or item-condition issue, first contact the storage facility using the details provided for the auction.

9. Australian Consumer Law

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.

10. Policy changes

We may update this policy from time to time. The version published on this page applies from its stated “Last updated” date.