When am I entitled to a repair, replacement or refund?
When the product or service you purchased does not meet one or more of the consumer guarantees.
Products must:
- be of acceptable quality
- match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
- match any demonstration model or sample you asked for
- be fit for the purpose the business told you it would be fit for
- not carry any hidden debts or extra charges
Services must:
- be provided with acceptable care and skill or technical knowledge
- be fit for purpose or give the results that you and the supplier agreed to
- be delivered within a reasonable time when there is no agreed end date.
Did you know? Gifts you receive are included under Australian Consumer Law, so the goods and services you receive are still protected under the automatic consumer guarantees.
When am I not entitled to a repair, replacement or refund?
Rights to a repair, replacement, refund, cancellation or compensation do not apply to items:
- purely for business use worth more than $100,000 (such as machinery or farming equipment)
- bought at auction where the auctioneer acted as an agent for the owner (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges).
A business can refuse to give you a free repair, replacement or refund if:
- you simply changed your mind
- you misused the product or service in a way that contributed to the problem
- you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted
- a problem with a service was completely outside of the business’ control.
Need help?
Contact us for questions related to refunds and returns.