Can a store refuse to give me a refund?

If a product has a major failure under consumer guarantees, the store cannot refuse a refund. However, 'change of mind' refunds are not guaranteed by law — they are at the store's discretion.

What is a major failure?

A major failure is one where a reasonable consumer would not have purchased the product if they had known about the problem, or the product is significantly different from the description, or is unsafe.

How long do consumer guarantees last?

There is no fixed period. Consumer guarantees last for the amount of time that is reasonable to expect, given the cost and nature of the product.

Who do I complain to — the retailer or manufacturer?

Your primary right of action is against the retailer (the business you bought from). The retailer cannot send you to the manufacturer for a remedy under consumer guarantees.

Consumer Rights — Your Rights | Know Your Rights Group

Australian Consumer Law provides automatic guarantees when you buy goods and services. These protections apply regardless of any manufacturer's warranty and cannot be excluded or limited by the seller.

IdentifyThe specific consumer guarantee

ContactThe seller in writing

EscalateTo fair trading if needed

Consumer guarantees

When you buy goods, they must be of acceptable quality, fit for purpose, match the description, and match any sample or demonstration model. When you buy services, they must be provided with due care and skill, be fit for the stated purpose, and be delivered within a reasonable time.

These are automatic legal rights — a business cannot tell you that you have 'no right to a refund' when consumer guarantees apply.

You have rights beyond the manufacturer's warranty

Consumer guarantees apply regardless of any manufacturer's warranty period. A product that fails after the warranty expires may still be covered if the failure is not consistent with what a reasonable consumer would expect.

Remedies for faulty goods

If a product fails to meet a consumer guarantee, you're entitled to a remedy. For major failures, you can choose a refund, replacement, or compensation. For minor failures, the business can choose whether to repair, replace, or refund — but they must do so within a reasonable time.

Questions to ask before taking action

Is the product of acceptable quality? Consider safety, durability, appearance, and freedom from defects.

Does the product match the description? Compare what was advertised or described with what was actually provided.

Is it a major or minor failure? The severity of the failure determines whether you or the business chooses the remedy.

Did you keep your receipt? While proof of purchase is important, it doesn't have to be the original receipt — bank statements or other records can suffice.

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Disclaimer: The information provided by Know Your Rights Group is for educational purposes only and does not constitute legal advice. Always seek independent legal advice for your specific situation.

Consumer Rights