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When do have to give a refund?

If you would like advice regarding your refund rights, contact the Office of Consumer and Business Affairs on (08) 8204 9777 or the nearest country office on 131 882.

In essence, a refund is in order if the goods:

  • have a fault that the customer could not have known about at the time of the purchase;
  • do not do the job the customer was led to believe they would;
  • do not match the sample they were shown;
  • aren't as they were described.

Sometimes we may offer to repair, exchange or provide a credit note. 

Our rights as a trader - We don't have to provide a refund if:

  • no proof of purchase is offered.  Receipts are not the only proof of purchase - a witness to the purchase or a bank statement could suffice;
  • the customer simply has a change of mind (the most common excuse);
  • the goods have been damaged after purchase (from jumping on it).