Some businesses still offer refunds in these situations. This is their choice and not a legal requirement. Show
You are always entitled to a refund, repair or replacement if a consumer guarantee is not met. The remedy you're entitled to will depend on whether the issue is major or minor. Refund methodsBusinesses will usually give you a refund in the same way that you originally paid them. This might be cash, cheque, money order or electronic transaction. They won’t give you the refund in cash unless that’s how you paid them. Businesses don’t always have cash available, even if you paid cash originally. If this is the case, they must give you the refund in another form. Some businesses might offer replacement items, exchanges or credit notes instead of a refund. You can insist on a refund if a consumer guarantee entitles you to one. Refund conditionsIn most cases, a business cannot place fees or conditions on a refund or exchange. This includes restocking fees. They can only place fees or conditions on a refund if they:
Returning the productYou are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts. When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem. Examples include:
You do not have to return products in the original packaging to get a refund. If the product is found not to have a problem, you may need to pay the transport and inspection costs. An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated to discourage you from pursuing your claims. No refund signs and expired warrantiesSigns stating ‘No refunds’ or ‘No refunds or exchanges on sale items’ are unlawful because they imply that it’s not possible to get a refund under any circumstances, including for faulty items. In fact, your consumer guarantee rights still apply. Businesses don’t have to give you a refund or exchange if you simply change your mind. Always check the store’s returns policy. Your rights under the consumer guarantees do not have a specific expiry date and can apply even after any warranties you’ve got from a business have expired. Businesses changing ownersUsually, the new owner of a business doesn’t have to give you a refund unless they made the sale. In some cases, the new owner does take responsibility for repairing faulty products. Check with the business for what they will offer. You still have the right to pursue a complaint with the manufacturer if the retailer doesn’t help. Under Australian Consumer Law, most products and services bought in Australia (from 1 January 2011) come with an 'automatic consumer guarantee' that the product or service you purchased will work and do what it says it will. If a product or service does not meet the consumer guarantees, you are entitled to a repair, replacement or refund, you may cancel the service and, in some cases, claim reimbursement for damages and loss. This page provides information on: When am I entitled to a repair, replacement or refund?When the product or service you purchased does not meet one or more of the consumer guarantees. Products must:
Services must:
When am I not entitled to a repair, replacement or refund?Rights to a repair, replacement, refund, cancellation or compensation do not apply to items:
A business can refuse to give you a free repair, replacement or refund if:
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. You must accept this free repair if the business offers it to you. If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:
Repair noticesUnder Australian Consumer Law, businesses who repair goods must provide consumers with repair notices when:
The consumer must receive the repair notice in writing before the goods are accepted by the business for repair. Replacements and refundsWhen you have a major problem with a product, you have the right to ask for a replacement or refund. For a major problem with services, you can cancel the contract and get a refund or compensation for the drop in value of the services provided compared to the price paid. Replaced products must be similar to the original product. Refunds should be the same amount you paid and given to you in the same form as your original payment. When processing a replacement or refund, the business can take into account how much time has passed since you bought the product, and consider the following factors:
What is a major problem?A product has a major problem when:
A service has a major problem when:
Reimbursement for damage and lossYou can ask for reimbursement for damages and losses you suffer if the supplier could have reasonably anticipated the problem. This is in addition to a repair, replacement or refund. What is covered?Reimbursement should put you in the position you would have been in if the products or services had done what they are supposed to under consumer guarantees. This is usually a financial cost, but can also include lost time or productivity. See an exampleA consumer took their curtains to a dry cleaner to be dry cleaned. When they went to pick up their curtains, they were badly damaged. The consumer is entitled to a remedy for the defective service (a refund for the dry cleaning fee) but also have the dry cleaner pay for the loss incurred. This could include the dry cleaner paying to replace the curtains. What is not covered?Businesses don’t have to pay for damages or losses that:
How to make a claim for reimbursementTo make a claim for reimbursement for damages and loss:
If the supplier refuses to discuss reimbursement or you cannot negotiate an agreement with them, you can seek formal dispute resolution or take legal action. See below for more information. Have a problem?
Uncollected goodsUncollected goods are items that were left with a business for repair or other treatment (with or without payment). When goods haven’t been collected for a period of time, the business is to follow specific disposal and notification procedures outlined in the Uncollected Goods Act 1995. See uncollected goods for more information. Be a savvy consumerProof of transactionUnder Australian Consumer Law, businesses must provide consumers with proof of transaction (also known as proof of purchase) for goods or services valued at $75 or more. Businesses are also required to provide a receipt for any transaction under $75 within seven days if the consumer asks for one. Learn more on our Receipts page. Further informationNo refund signA sign in a store that says 'no refunds' is illegal because it implies you won’t get an appropriate remedy even if the goods you bought have a major problem. Other examples of illegal signs are:
Your rights under the consumer guarantees do not have a specific expiry date and can apply even after any warranties you’ve received from a business have expired. Signs that state 'No refund for incorrect choice' or 'No refund if you change your mind' are legal. Returning a productYou are entitled to return a product if you believe there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. It is your responsibility to return the goods, unless this would involve a significant cost. If the cost to the consumer would be significant, the supplier must collect the product at their own expense and within a reasonable time. You do not have to return products in the original packaging in order to get a refund. If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated in an attempt to deter you from pursuing your claims. ChargebackChargeback is a refund facility available from credit card providers. You may be able to request a chargeback from your credit card provider when goods or services have been ordered but not been provided, yet you’ve been charged. A time limit may apply for the use of this facility. For further information regarding chargeback, consumers should contact their credit card provider. Uncollected goodsUncollected goods are items that were left with a business for repair or other treatment (with or without payment). When goods haven’t been collected for a period of time, the business is to follow specific disposal and notification procedures outlined in the Uncollected Goods Act 1995. See uncollected goods for more information. Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this licence, visit: https://creativecommons.org/licenses/by/4.0 What is the procedure for return of goods?Sometimes when a supplier supplies goods they may need to be returned, to return goods there are two main steps: Contact the supplier to ascertain their return of goods process. Enter the return of goods on MyFinance.
Can you return goods for a refund?Consumers have the right to return a product if they think there's a problem. The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as a receipt.
Do all stores accept returns?Fortunately for customers, many businesses have an explicit return/exchange policy. These policies can provide customers with a sense of security regarding their transactions. Unfortunately for consumers, though, the majority of states in the U.S. do not have statewide return/refund laws.
Can you return to any Bunnings?Bunnings will happily assist customers who wish to return or exchange goods purchased from any of our stores across Australia or online.
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