1.1 Eligibility & Acceptance

Artists must have a genuine connection to the Pilbara region. All sellers are subject to approval before listing. PAC reserves the right to suspend or remove a seller who no longer aligns with platform values or these terms.

1.2 Aboriginal Cultural Respect

All work must respect Aboriginal cultural protocols. Any use of cultural imagery, symbols, or stories must have appropriate community permissions. Work that misrepresents or appropriates Aboriginal culture will be removed immediately and without notice.

1.3 Product Standards

All products listed must be:

• Handmade and original
• Of high quality and fit for sale
• Accurately represented in imagery and description
• Free from copyright infringement

1.4 Listings & Content

Sellers are responsible for:

• Writing accurate titles, descriptions, and pricing
• Providing clear, high-quality photographs
• Keeping inventory up to date — mark items sold-out promptly
• Notifying PAC if a listed item is no longer available

PAC may use seller-provided content (images, descriptions, artist profiles) for marketing and promotional purposes across digital and print channels. This right is granted royalty-free by joining the platform.

1.5 Pricing & Commission

Sellers set their own prices. A commission of 15% is applied to each sale and automatically deducted at checkout. Sellers receive the remaining amount after commission and any applicable payment-processing fees.

1.6 Payments

Payments are processed via Shopify with Stripe as the payment gateway. Funds are disbursed to sellers after each completed sale, minus the 15% commission and any payment-processing fees. Sellers must maintain current, valid banking details in their seller account.

1.7 Shipping & Delivery

Shipping costs are calculated at checkout and paid by the buyer. Sellers are responsible for:

• Packaging items securely and presentably
• Dispatching orders within 3–5 business days of receiving confirmation
• Providing tracking information where possible
• Notifying the buyer promptly if there is any delay

Sustainable packaging is strongly encouraged where practical.

1.8 Returns & Refunds

Sellers must comply with Australian Consumer Law (ACL). In the event of a faulty, damaged, or significantly not-as-described item, sellers must offer the buyer a refund or replacement at no extra cost. Change-of-mind returns are at the seller's discretion but must be clearly stated in the listing.

1.9 Platform Integrity

Sellers must not contact buyers outside the platform with the intention of bypassing PAC's commission structure. Any attempt to divert sales off-platform will result in immediate removal from PAC and may lead to further action.

1.10 Disputes & Resolution

If a dispute arises between a seller and buyer, sellers must:

• Respond to the buyer within 2 business days
• Work in good faith to resolve the matter fairly
• Escalate to PAC if a resolution cannot be reached

PAC's decision in any unresolved dispute is final.

1.11 Intellectual Property

Sellers retain ownership of their artwork and content. By listing on PAC, sellers grant PAC a non-exclusive, royalty-free licence to use product images and descriptions for marketing purposes. Sellers must not list work that infringes any third-party intellectual property rights.

1.12 Account Termination

PAC may terminate a seller's account if they:

• Breach any of these Terms of Business
• Receive sustained negative feedback or unresolved disputes
• Fail to fulfil orders without reasonable notice
• Act in a manner inconsistent with PAC's values or code of conduct

Sellers may request termination of their account at any time by contacting PAC. Pending orders must still be fulfilled upon termination.

1.13 Code of Conduct

Sellers must at all times:

• Act professionally and respectfully toward buyers and PAC staff
• Fulfil orders promptly and to the standard represented in the listing
• Communicate clearly and in a timely manner
• Represent themselves and their work honestly

1.14 What PAC Provides

As a PAC seller you receive:

• A professionally maintained Shopify storefront with secure Stripe payments
• Curated presentation aligned with PAC's brand values
• Ongoing marketing to build exposure nationally and internationally
• Audience development and platform management support
• Access to a community of Pilbara-connected artists

2.1 Imagery

Good product photography makes a significant difference to sales. Aim for:

• Natural light with a clean, uncluttered background
• Multiple angles — front, back, detail shots, and scale reference
• True-to-life colours (avoid heavy filters)
• Minimum resolution of 1200 × 1200 px; 2000 px+ recommended
• No watermarks on primary listing images

2.2 Descriptions

Write descriptions that give the buyer confidence and context:

• Materials used and how the piece was made
• Dimensions (H × W × D) and weight if relevant
• Your connection to the Pilbara and the story behind the work
• Care instructions where applicable
• Any cultural context (only where appropriate and permitted)

2.3 Pricing

Set prices that reflect the true value of your work. Remember that 15% commission is deducted at checkout — factor this into your pricing so you receive your desired amount. Consider:

• Materials and time invested
• Comparable works in the market
• Shipping costs (paid by buyer, but realistic pricing aids conversion)

2.4 Packaging

Your packaging is the buyer's first physical impression of your work:

• Use robust materials to prevent damage in transit
• Present the item neatly — tissue paper, ribbon, or a care note adds a personal touch
• Sustainable or recycled materials are encouraged where possible
• Include a business card or handwritten note if you wish

2.5 Shipping & Dispatch

• Dispatch within 3–5 business days of receiving an order confirmation
• Use a trackable service where possible and upload tracking details
• Notify the buyer immediately if there will be any delay
• Package fragile or high-value items with extra protection

2.6 Communication

• Respond to buyer enquiries within 1–2 business days
• Keep a professional, friendly tone in all messages
• Proactively update buyers on dispatch and any delays
• Contact PAC if you encounter any issues you cannot resolve directly

1. Purpose & Scope

This procedure sets out how Pilbara Art Collective (PAC) staff should handle disputes escalated by buyers or sellers that cannot be resolved directly between the parties. It ensures that all disputes are dealt with consistently, fairly, and in a timely manner.

This document is for internal use only and is not shared with buyers or sellers. This procedure covers:

• Buyer complaints about orders (non-delivery, damage, not-as-described)
• Seller complaints about buyers (false claims, payment issues, abusive conduct)
• Disputes between buyers and sellers that have not been resolved directly
• Requests for refunds or remedies that sellers have refused or not responded to

2. Guiding Principles

All disputes must be handled in accordance with the following principles:

• Fairness: consider all evidence before making a decision
• Timeliness: respond to escalations within 2 business days; resolve within 10 business days where possible
• Consistency: apply these procedures consistently across all parties
• Australian Consumer Law: buyer rights under the ACL are non-negotiable; decisions must not conflict with legal obligations
• Documentation: record all steps taken and decisions made
• Confidentiality: do not share either party's information with the other beyond what is necessary

3. Dispute Categories

4. Step-by-Step Dispute Process

5. Refund Processing

Where a refund is the agreed outcome:

• Process the refund through Shopify within 1 business day of the decision
• Refunds are returned to the buyer's original payment method
• If the seller has already been paid, PAC may recover the amount from the seller's next payment or invoice the seller directly
• Document the refund amount and date in the dispute register

6. Seller Warnings & Account Actions

7. Buyer Account Actions

In cases where a buyer is found to have acted in bad faith (e.g. false damage claims, fraudulent chargebacks, abusive conduct toward sellers), PAC may:

• Issue a warning to the buyer
• Restrict future purchases on the platform
• Permanently ban the buyer from the platform
• Refer the matter to relevant authorities where fraud is suspected

8. Dispute Register

All disputes must be recorded in the PAC Dispute Register (maintained in the PAC shared drive). Each entry must include:

• Date dispute received
• Parties involved (buyer name/order number, seller name)
• Nature of dispute (category from Section 3)
• Evidence collected
• Decision made and reasoning
• Remedy applied
• Date resolved
• Any follow-up actions (warnings, account actions)

9. Escalation to External Bodies

If a buyer is not satisfied with PAC's decision, they may escalate their complaint to:

• ACCC (Australian Competition & Consumer Commission): for consumer law issues — www.accc.gov.au
• Consumer Protection WA: for Western Australian consumers — www.commerce.wa.gov.au
• OAIC: for privacy-related complaints — www.oaic.gov.au

PAC staff should be aware of these bodies and be prepared to direct parties to them if asked. We cannot prevent buyers from escalating externally and should not discourage them from doing so.

10. Policy Review

This procedure will be reviewed annually by the PAC Platform Manager, or sooner following any significant dispute, legal change, or platform update. Any updates must be approved by the PAC Director and communicated to all relevant staff.