Returns

Returns & Faults

In NSW, if a product has a major failure, you are entitled to a refund or replacement. If the failure is minor, the business can usually choose to repair or replace the product. You also have the right to compensation for any reasonably foreseeable loss or damage resulting from the failure.

Key Points:

Consumer Guarantees:

Products and services bought in Australia after January 1, 2011, come with automatic consumer guarantees.

Consumers have the right to return a product if they think there's a problem. The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as

Major Failures:

If a product has a major failure (e.g., it's faulty, unsafe, or doesn't work as expected), you can choose a refund or replacement.

Minor Failures:

If the failure is not major, the business can choose to repair or replace the product.

Compensation:

You can also be compensated for any reasonably foreseeable loss or damage resulting from a failure, whether major or minor.

Businesses' Responsibility:

Businesses are responsible for resolving problems with products they sell.

Important Considerations:

Proof of Purchase: You may be asked to provide proof of purchase (e.g., a receipt).

No obligation to accept returns for change of mind: Stores are not obligated to accept returns if you simply change your mind, unless they have their own store policy stating otherwise.

Return Costs: The responsibility for returning products can depend on the nature of the product and the problem. For example, the business is usually responsible for paying for shipping or arranging a pick-up for large or heavy items.

For more detailed information, and discuss your options you can Contact us or visit the NSW Government website and the ACCC website.

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