Refunds, repairs and consumer guarantees

Return rules differ between countries. Two points about Australia are worth knowing early:

• Change of mind is not a legal right. A business does not have to give a refund or exchange if you simply changed your mind, found the item cheaper elsewhere or no longer want it. If a shop has its own change-of-mind policy, though, it must follow it.
• Faulty goods are covered automatically. Under the Australian Consumer Law, products and services come with consumer guarantees, such as being of acceptable quality. These rights cannot be taken away, and a business may not display a "no refunds" sign or say refunds are never available.

The Australian Competition and Consumer Commission (ACCC) explains the remedies:

• Major problem with a product: you can choose a refund or a replacement, or keep the product and be compensated for the drop in value.
• Major problem with a service: you can alter the agreement with the service provider, for example by cancelling.
• Minor problem: the business must at least offer a free repair.

A business has the right to assess the product or service before giving a remedy. Consumer guarantees are separate from warranties, which are extra promises a business may choose to make on top of the guarantees.

The ACCC does not resolve individual disputes about whether a consumer guarantee has been met. If a business will not help, you can make a complaint or enquiry about a product or service to NSW Fair Trading. You may be asked for proof of purchase, such as a receipt.

Some shops offer change-of-mind returns under their own policy and others do not. Read the policy before you buy, and keep your receipt or other proof of purchase.