Refund Policy

Refunds for change of mind

Generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product.

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

Consumer guarantees that apply automatically

  • for products:
    • Acceptable quality
    • Products will match description or sample
    • Products will be fit for purpose
    • Title, possession and security
    • Repairs and spare parts
  • for services:
    • Due care and skill
    • Services will be fit for purpose
    • Reasonable time

Under the Australian Consumer Law (ACL), products bought from an Australian business are automatically covered by consumer guarantees regardless of any other warranty.

If a consumer identifies a problem with a product that means it does not meet a consumer guarantee, the store or seller may have to provide a ‘remedy’, such as:

  • a refund
  • repairs
  • a replacement
  • compensation.

The type of remedy a consumer is entitled to depends on the nature of the problem

Minor problems with products

A minor problem can be fixed within a reasonable time.

Consumers must give the supplier the chance to fix the problem. The store chooses whether to:

  • provide a replacement that is identical, or of similar value
  • repair the product within a reasonable time, or
  • give a refund.

The consumer’s rights to a remedy apply to the replacement product in the same way as the original product.

When consumers do not have the right to return a product

Consumers do not have a right to return a product if they:

  • changed their mind and no longer want the product
  • ordered the wrong product
  • found the product cheaper elsewhere
  • found a better product elsewhere
  • were aware of the relevant fault before buying the product – for example, if the fault was written on the product’s tag, or for online purchases, indicated in any photos or descriptions of the item online
  • damaged the product by misusing it – for example, if they dropped a mobile phone in the water
  • used the product for a long time and the problem is as a result of usual wear and tear.

An in-store refund policy is not a cooling-off period. Unlike door-to-door sales and telemarketing contracts, standard consumer purchases do not have an automatic ‘cooling-off’ period, unless one is stated in the terms and conditions.