In most cases, the business will refund in the same way you paid. Do not expect a cash refund if you did not pay cash. Electronic transactions are usually reversed.
Some stores will offer replacement items, exchanges or credit notes instead of refund by cash, cheque or reversing an electronic transaction. If you are legally entitled to a refund, you can insist on a refund if this is your preference. If the store cannot give you a cash refund, they must give you another form of currency, such as a cheque, money order or electronic transaction reversal.
The trader you bought the product from must help you resolve the problem. The trader is obliged to organise an exchange, refund or other deal with the manufacturer on your behalf.
If a trader is offering a refund or exchange out of goodwill only (when you are not legally entitled to a refund), they may place conditions on the refund or exchange, such as a restocking fee. Such conditions or fees should be fully disclosed on a sign or receipt.
Business changes ownership
If the business changes hands, the new owner is not liable to provide a refund if they were not responsible for the sale. In some instances, part of the purchase of a business is that the new owner will take on liability for repair of faulty products.
You do have the right to pursue the manufacturer if the retailer will not help.
Real life stories
Read a real life story about getting a refund for a faulty product.
Read a real life story about whether you can get a refund for an unwanted product.
Last reviewed 11/04/2013