A review of historical customer finance contracts was undertaken following Federal Court proceedings.

As part of that review, we identified an overpayment on your previously finalised account. You are therefore entitled to a refund.

This does not change the status of your account. Your account remains finalised and no further payments are required

The Receivers of Walker Stores Pty Ltd (Receivers and Managers appointed)(In Liquidation).

We recently completed a review of customer contracts and payments during the period 9 July 2025 and 19 April 2026. As part of that review, we identified that you are entitled to a refund.

Yes. The refund forms part of a program being undertaken by the Receivers of Walker Stores Pty Ltd (Receivers and Managers appointed)(In Liquidation), following a review of affected customer accounts. You will not be charged a fee to receive your refund

The overpayment on your account has been calculated as the amount collected by the Receivers between 9 July 2025 and 19 April 2026 which was in excess of what was payable during the period following a review of your contract.

No.

No.

We reviewed the contracts included in the refund program. If more than one of your contracts is affected, the relevant contract(s) will be identified in your refund information.

Refund amounts are calculated for each affected contract based on the individual account information. This means refund amounts can differ between customers and between contracts.

Please contact the refund team and explain why you believe the amount is incorrect. Your query will be recorded and reviewed before a substantive response is provided.

The refund relates to the amount payable under your credit contract(s) and the payments made during the period 9 July 2025 and 19 April 2026. It does not represent a reassessment of the price of the products you purchased.

The refund does not represent a finding about whether individual interest or fees charged to your account were unlawful. It results from our review of your contract(s) and payments during the relevant period.

No. The refund does not mean that your original loan agreement was invalid. It results from our review of your contract(s) and payments during the relevant period.

The refund calculations have been undertaken with consideration to individual customer circumstances throughout the period.

No

No.

The review included relevant contracts even where the account has since been paid out or closed. The review identified an amount to be refunded to you based on your contract(s) and payments during the relevant period.

All contracts that remained with Walker Stores have been finalised, and customers are no longer required to make payments towards those contracts.

Follow the instructions in your refund notification. You will need to complete the required identity verification and provide the information needed to arrange payment.

Your bank account details are required so the refund can be paid to you. The account details also need to be verified as part of the refund payment process.

The original payment method may no longer be active, available to the current payment provider or suitable for a refund. To direct the refund securely to the correct recipient, please complete the identity verification and nominate an eligible bank account using the secure refund page. We will not ask you to email banking details.

The standard refund method is electronic transfer to a verified Australian bank account in the eligible customer’s name. If this is not possible, please contact the refund team.

The standard process is intended to verify the customer's entitlement and banking information before payment. Requests for payment to another person's account need to be considered separately and may require additional information or approval.

Once your refund has been verified through our standard checks and procedures, payment processing should take approximately 10 business days. However, this is not guaranteed and may depend on the payment provider and receiving bank.

Please contact the refund team so the payment status can be checked. Do not send updated bank details unless requested through the approved process.

No. You do not need to pay a fee to receive your refund.

Your refund cannot be paid through the standard payment process until the information required to make and verify the payment has been provided.

The standard process supports payment to a verified Australian bank account. Overseas payments are not currently a standard option. Please contact the refund team if you do not have an Australian bank account; however, we cannot guarantee overseas transfer.

Identity verification is required to confirm that the refund is being dealt with for the correct customer before payment information is collected and the refund is made.

Please contact the refund team. Alternative verification arrangements may be available depending on your circumstances.

The standard online process does not require you to routinely upload a selfie, photographic ID or bank statement. We use the information you provide to match existing account records and may require additional secure verification if the information cannot be matched. Any exceptional document request will be explained and handled through an approved secure channel; do not email identity or banking documents unsolicited.

Your information is collected for identity verification, refund administration and payment. Access is restricted to authorised personnel, and banking details should be entered through the secure refund process rather than ordinary email. Information is handled in accordance with the applicable privacy notice and retention requirements.

This does not impact any of your customer rights under law.

Your existing AFCA complaint will need to be considered separately from the standard refund process.

No.

Please contact the refund team using the Contact Us form and explain what you disagree with, quoting your refund reference. We will acknowledge and record your concerns and provide approved factual information.

Use the Contact Us form on the refund landing page and select the complaint option. Please include your refund reference and a detailed description of your concern.

You may be able to refer an unresolved complaint to the Australian Financial Complaints Authority (AFCA), subject to its jurisdiction and time limits. Website: https://www.afca.org.au/ ; phone: 1800 931 678. Your final complaint response should identify the relevant financial firm and applicable AFCA rights.

Please contact the refund team and advise that the account holder has died. Do not submit the deceased person’s bank details as though you were the account holder. We will explain the evidence needed to establish authority to act for the estate.

Yes, an authorised representative may contact us. We will need to verify your identity and their authority before discussing the account or accepting instructions. An enduring power of attorney, estate authority or other suitable written authorisation may be required depending on the circumstances. Payment to a third party requires separate approval.

Please contact the refund team with your refund reference and advise which details have changed. We will verify your identity against existing records before updating contact information or accepting payment instructions. We may request additional evidence through an approved secure process if the change cannot otherwise be verified.

You may have more than one eligible contract or have received a reminder or duplicate communication. Please check the contract or refund reference in each notification. Do not submit duplicate bank details unnecessarily; contact the refund team if the references or amounts appear inconsistent so we can check the register and refer any entitlement issue.

Not every contract reviewed resulted in a refund. If you believe one of your contracts should have been included, please contact the refund team and provide your relevant account or contract details so this can be checked.

Please use the Contact Us form on the refund landing page. Include your refund or contract reference, but do not send full bank account numbers or identity documents by ordinary email.