Refund and consumer rights: Australia

Key points

• Consumer guarantees. Goods must be of acceptable quality, fit for purpose and match their description. Services must be provided with due care and skill and within a reasonable time.
• Major failure. You can choose a refund or a replacement for goods, or a refund or compensation for services.
• Minor problem. The business can choose to repair, replace or refund, within a reasonable time.
• Change of mind. There is no legal right to a refund if you simply change your mind. Some stores offer one as a policy.
• "No refunds" signs must not suggest that consumer guarantees don't apply.
• Unsolicited sales. Door-to-door and telemarketing sales usually come with a 10-business-day cooling-off period.
• Flights. Australia has no fixed-amount compensation scheme for delays or cancellations like the EU's. The consumer guarantees still apply to airline services.

Where to get help

1. Contact the business, ideally in writing.
2. Contact your state or territory consumer protection agency (such as NSW Fair Trading or Consumer Affairs Victoria).
3. For disputes with banks, insurers and other financial firms, contact the Australian Financial Complaints Authority (AFCA).