The Australian Competition and Consumer Commission (ACCC) provides the following principles for a refund policy:
We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it
- Is unsafe
- Is significantly different from the sample or description, or
- Doesn’t do what we said it would or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement.
Please keep your proof of purchase – for example, your receipt.