Returns and refunds on goods

When an item is faulty

When you buy goods they must be of acceptable quality under Australian Consumer Law.

Find out more about consumer guarantees under Australian law.

When you can return a faulty item

An item is faulty if one or more of the following applies:

  • it doesn’t do what it’s normally supposed to do - eg: your toaster doesn’t toast bread
  • it has a defect - eg: the knob fell off your toaster
  • it is unacceptable in appearance or finish - eg: your toaster is scratched
  • it is unsafe - eg: sparks fly out of your toaster
  • it isn’t durable - eg: your toaster broke down three months after you bought it.

You can return a faulty item even if you have done one or more of the following:

  • worn or used it
  • removed the tags or labels
  • removed it from the original packaging.

When you can't return a faulty item

You can’t return a faulty item if you have done one or more of the following:

  • bought the item even after the store told you about the hidden defects
  • examined the item before buying and didn’t find defects you should have noticed
  • used the item in an abnormal way
  • used the item for a very long time.

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Last updated: 11 June 2015

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