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Refund Policy

This information is from the Australian Competition & Consumer Commission (ACCC):


You have the right to ask for a repair, replacement or refund under the Australian Consumer Law consumer guarantees for products and services bought on or after 1 January 2011.


If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.


If the problem with a product or service is minor, you must accept a free repair if the business offers you one.


You can ask for a replacement or refund if the problem with the product is major.


Replaced products must be of an identical type to the product originally supplied. Refunds should be the same amount you have already paid, provided in the same form as your original payment.


The business may take into account how much time has passed since you bought the product considering the following factors:

  • type of product
  • how a consumer is likely to use the product
  • the length of time for which it is reasonable for the product to be used
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.


A business may refuse to give you a free repair, replacement or refund if:

  • you simply changed your mind
  • you misused the product or service in any way that contributed to the problem
  • you asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted
  • a problem with a service was completely outside of the business’ control.


You are responsible for returning the product, unless the cost of doing so is significant. In this case, the business must organise and pay for the return or exchange.