Find out when you can claim a refund and about the rights of traders and customers by reading the
smart consumer guide (PDF 3MB) from Consumer and Business Services (CBS).
On this page:
When you can get a refund When you are not entitled to return an item Refund tips Responsibility for returning goods When you can get a refund
If there's a problem with goods you have bought, the store must fix the problem by giving you a refund, repair, replacement or other type of remedy. The type of remedy depends on the problem.
You are entitled to return an item if it does not meet a consumer guarantee as explained on page 14 of the smart consumer guide (PDF 3MB).
You can still return an item even if:
- you have used the item - some faults aren’t apparent until after you’ve used or worn an item
- it's jewellery, underwear or swimwear
- you have removed the tags or packaging
- the item was a gift, as long as you can provide proof of purchase
- you bought the item online - as long as you purchased it from an Australian business (not a private seller)
- the item was bought from a second-hand store.
However you must take into consideration:- the age, price and condition of the item
- when it was sold
- the item was on sale.
Goods do not have to be returned with the original packaging to obtain a refund.
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When you are not entitled to return an item
You're not entitled to return an item when:
- the goods or services are not covered by a consumer guarantee - for more information see page 14 of the smart consumer guide (PDF 3MB)
- the store told you (or displayed a sign) about hidden defects before you bought the item
- you examined the item before buying and didn’t find defects you should have noticed
- you used the item incorrectly or inappropriately
- you have had substantial use of the item
- you simply changed your mind about the purchase – however, some stores as a gesture of goodwill will offer to refund or exchange on change-of-mind purchases.
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Refund tips
1. Do not dispose of, lose or destroy the goods
If you have a problem with something you have purchased or it simply does not work - return it to the trader and show them what's wrong.
Don't throw it away or destroy it and then ask the store for a refund.
2. Take care of the goods
If you have a problem with something that you have purchased and intend to return it for a refund, take care of it until you actually return it.
If for instance, the product concerned was a leather lounge suite, it would not be appropriate to leave it outside where it would be exposed to the weather until you were in a position to return it to the trader.
3. Provide proof of purchase
This can include:
- a receipt
- credit card slip
- statement
- lay-by agreement
- confirmation
- receipt number from a phone or online purchase
- copy of a paid cheque or even acknowledgement by a store staff member that they sold the item to you.
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Responsibility for returning goods
When you tell the supplier that you are returning the goods, the goods become the supplier’s property. You must return the goods unless the cost of returning, removing or transporting is significant. The supplier must then collect the goods at their own expense and within a reasonable time.
Examples of goods that a supplier would have to collect are:
- very large items - eg bed, huge TV
- fixed goods - eg swimming pool filter connected to a pool by fixed pipes.
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More information
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