Returns and Refunds

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
  • come with full title and ownership
  • not carry any hidden debts or extra charges
  • meet any extra promises made about performance when customers follow the manufacturers instructions
  • have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

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.

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 $40,000 (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.

Repairs

If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund. You must accept this free repair if the business offers it to you.

If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:

  • get it done elsewhere and pass on the costs to the business
  • ask for a replacement
  • ask for a refund