It's illegal for sellers to display signs that state "No refunds" or impose time limitations for returning goods such as 'No refunds after 7 days' because they mislead consumers about their warranty rights. Situations where a refund would normally be appropriate are where the goods at the time of sale or soon after are:

  • not of merchantable quality, that is, they don't meet a basic level of quality and performance expected for their price and description;
  • not fit for the purpose that you told the seller you needed them for;
  • don't match the description or sample shown.

If you have a problem with an item, take it back to the seller with the receipt as soon as possible, making sure that you do not damage them in any way. The seller may offer to repair the item, exchange the item or give you a refund.

When you're not entitled to a refund

You are not entitled to a refund if you:

  • you just change your mind or decide you want a different colour item;
  • knew or should have known about a fault before you bought the goods;
  • can't prove where you bought the goods;
  • were responsible for damaging the goods by not following the instructions or misusing the product.

Some sellers may tell you to take the problem up with the manufacturer. Don't fall for this one, it's the sellers responsibility to return goods to the manufacturer, not yours.

Tip: Always keep your receipts.

Refunds brochure - pdf | word

Last Updated:
04 Jun 2019

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