Consumer Law & ACL Disputes
Retailers can't override your statutory refund rights.
Under the Australian Consumer Law, you have automatic rights to a refund, repair, or replacement when goods fail — and no retailer policy, warranty disclaimer, or "no returns" sign can take those rights away. If a retailer, manufacturer, or warranty provider is refusing to honour your entitlements, submit your request and get connected with a consumer law lawyer who can help you enforce them.
⚠ ACL warranty and refund rights apply for the reasonable expected life of the product — act promptly to document the failure and preserve your evidence — submit your request now.
Does This Sound Like You?
Common situations we help with.
The retailer is refusing a refund claiming "no returns policy"
A retailer is displaying a "no returns" or "no refunds" sign or citing their store policy to refuse your request for a refund — even though the product has a genuine defect or failed within its reasonable expected life. No store policy can remove your ACL consumer guarantee rights.
A product broke during the warranty period and repair is being refused
You bought a product with a manufacturer's warranty, the product failed within the warranty period for a covered reason, and the manufacturer or retailer is refusing to honour the warranty — citing exclusions, claiming user damage without evidence, or directing you to a third party.
An extended warranty purchased separately is not being honoured
You purchased an extended warranty or protection plan from a retailer or insurer, the covered product has failed, and the warranty provider is applying exclusions, processing delays, or claim rejections in a way that does not match what was represented when you bought the plan.
A major appliance failed and the retailer is offering repair only
A significant household appliance — a fridge, washing machine, television, or similar item — has failed and the retailer is insisting you accept a repair rather than offering you a replacement or refund. You believe the failure constitutes a major failure entitling you to choose the remedy.
An online purchase was not as described and the seller is unresponsive
You purchased goods from an online retailer or marketplace seller and the goods received were materially different from the description or images shown — and the seller is ignoring your refund request, disputing your claim, or claiming the goods match the description.
A gift with receipt is being refused for a refund
You received a gift with a receipt and want to return it because it has a fault or doesn't match the description — but the retailer is refusing to process the refund because the purchase was made by another person, citing policy. You want to know whether the ACL consumer guarantees follow the goods regardless of who presents them.
How It Works
Know your rights. Get the remedy you're entitled to.
Describe the product, how it failed, when you bought it, and what the retailer or manufacturer has told you. A consumer law lawyer will assess your ACL rights and advise on the most effective way to get a refund, repair, or replacement.
Submit Your Refund Dispute RequestSubmit your request
Describe the product, the failure, when it was purchased, the price paid, what the retailer or manufacturer has said, and what outcome you want.
ACL rights assessed
A consumer law lawyer reviews whether the failure is a major or minor failure under the ACL and what remedy you are entitled to — refund, replacement, or repair — and advises on the best way to claim it.
Remedy pursued
Your lawyer advises on writing a formal demand, lodging a Fair Trading complaint, or commencing tribunal proceedings — whichever is most effective for your dispute size and situation.
Cannot Exclude
No store policy, warranty disclaimer, or "no refunds" sign can override your ACL consumer guarantee rights — they are automatic under Australian law
All 8 States
Requests matched to specialist consumer law lawyers across every state and territory in Australia
Free
Initial consultation — understand your warranty and refund rights before accepting any outcome a retailer or manufacturer offers
You Choose
For major failures under the ACL you choose the remedy — refund or replacement — the retailer cannot insist on repair only
Before You Accept a Refusal
Practical questions about warranty and refund rights in Australia.
What is the difference between an ACL consumer guarantee and a store refund policy? +
A store refund policy is set by the retailer and may be more restrictive than the law. A "no refunds" policy may be perfectly lawful for change-of-mind returns — but it cannot limit your ACL consumer guarantee rights where goods are defective or don't match their description. ACL consumer guarantees are automatic legal rights that apply regardless of any store policy. A business that falsely represents that consumer guarantee rights don't apply can itself be in breach of the ACL and liable for a penalty.
When am I entitled to a refund versus a repair or replacement? +
For a major failure (see the definition above), you choose — you can reject the goods and demand a refund or replacement, or keep the goods and seek compensation for the reduction in value. The retailer cannot insist on repair only. For a minor failure that can be fixed, the retailer can choose to repair rather than replace or refund — but the repair must be done within a reasonable time. If the retailer fails to repair within a reasonable time, or the repair fails again, the failure may become a major failure giving you the right to a refund or replacement.
Can retailers refuse refunds on sale items? +
No — not for defective goods. The ACL consumer guarantee rights apply regardless of whether goods were purchased at full price or on sale. A retailer cannot rely on the fact that goods were discounted to deny your right to a refund or repair for a defect. However, for change-of-mind returns (where there is nothing wrong with the goods), a retailer is not legally required to accept a return or issue a refund — their own change-of-mind policy applies to those situations.
What is the difference between a manufacturer warranty and ACL rights? +
A manufacturer's warranty is a voluntary promise — the manufacturer sets the terms, the duration, and the conditions. ACL consumer guarantees are automatic rights established by law that exist independently of any manufacturer warranty. If your product fails after the manufacturer's warranty period has expired but within the period a reasonable person would expect the goods to last, you may still have ACL rights. For example, a $3,000 television would reasonably be expected to last much longer than a 1-year manufacturer's warranty — an ACL claim may still be available several years after purchase.
How do I make a Fair Trading complaint about a refund refusal? +
State and territory fair trading agencies handle consumer complaints about product and service disputes. The process generally involves: (1) first trying to resolve the issue directly with the trader — document your attempts in writing; (2) if unresolved, lodging a complaint with your state Fair Trading agency (NSW Fair Trading, Consumer Affairs Victoria, Fair Trading Queensland, WA Consumer Protection, etc.); (3) the agency will typically write to the trader on your behalf; (4) if conciliation fails, the agency may refer the matter to a tribunal or advise you to apply to a tribunal directly. A lawyer can assist you in preparing and presenting your complaint.
What is the small claims process for warranty disputes? +
State consumer tribunals — such as NCAT in NSW, VCAT in Victoria, QCAT in Queensland, and equivalents in other states — provide a relatively accessible and low-cost way to resolve warranty and refund disputes. The process is more informal than court, applications can usually be made online, and legal representation is limited in some tribunals. Filing fees are modest. The tribunal can order refunds, replacements, repairs, or compensation. For disputes involving significant amounts, a lawyer can help you prepare your application and present your case effectively to maximise your prospects.
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