Returns

What happens if you buy an item but it doesn’t work, or you just don’t actually want it anymore?

I changed my mind about a purchase

If you change your mind about a product you have bought then you have to follow the store’s returns policy. Some stores may not offer a return or refund for a change of mind, others might.

You should always keep receipts in a safe place in case you change your mind or if the item has a warranty. A receipt is proof that you purchased the item at a particular store on a particular day.

My purchase doesn't work

When you buy an item you have certain rights to ensure that the item works, is fit for purpose, of acceptable quality and is yours completely.

If there is a defect or the item does not do what it is supposed to, then the store or the supplier can offer you a replacement, a refund or try to fix the item. If the defect is major then you should be offered a refund, replacement or be compensated for the loss in value of the item.

If the store tells you about the defect, such as the fridge has a dent or a shirt is stained, you cannot ask for a refund based on that defect.

If you damage the goods yourself you cannot expect a refund.

You should always keep receipts in a safe place in case you change your mind or if the item has a warranty. A receipt is proof that you purchased the item at a particular store on a particular day.

Not having a receipt may mean you are not offered a refund, replacement item or for the damaged product to be repaired.

Differences between states

Northern Territory

In the Northern Territory, you can contact NT Consumer Affairs for more information.

ACT

In the ACT, for more information please visit the Office of Regulatory Services.

Western Australia

For more information, you can contact Consumer Protection.

NSW

For more information please visit NSW Fair Trading.

Victoria

For more information, you can visit the Fair Trading website.

South Australia

For more information, you can contact the Consumers section of the Consumer and Business Services website.

Tasmania

In Tasmania, you can contact Consumer Affairs and Fair Trading for more information.

Queensland

For more information please visit the Queensland Office of Fair Trading.