Faulty goods & refunds
It broke. They said 'no refunds'. The law said otherwise.
Under the Australian Consumer Law, goods must be of acceptable quality, fit for purpose and match their description. 'No refunds' signs don't override that. A letter of demand citing your consumer guarantees is often all it takes.
Start a faulty goods claimSounds familiar?
- Appliance died just out of 'warranty'
- Online order never arrived or wasn't as described
- Car dealer won't fix a major fault
Evidence checklist
- Receipt / order confirmationkey
- Photos or video of the faultkey
- Your complaint & their responsekey
Watch out for
- Major vs minor failure matters — it changes whether you can demand a refund.
- Consumer claims usually go to the consumer list of your state tribunal.
Questions
The warranty has expired — am I out of luck?
Not necessarily. Consumer guarantees can last longer than the manufacturer's warranty, depending on what's reasonable for the product.
Stop being nice about it.
Build your case free in about 10 minutes. Letter of demand first, statement of claim and court pack if they ignore it. Court-ready from $99 incl. GST.
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