Everything you buy must do its job properly and last a reasonable time depending on its price. This is called a consumer guarantee.
Before you buy
- Think carefully about the item and what you want it to do.
- Shop around and look for the best deal-compare the quality and price.
- Ask for advice from experts, family and friends.
- Check the goods carefully for dents, rips, fraying edges or loose parts.
You are entitled to get your money back, an exchange or a repair if goods or services:
- were faulty or unsafe when you bought them and you didn´t know ie. you bought a washing machine you thought was brand new and the motor burns out after three months
- do not match the salesperson´s or advertisement´s description ie. you order a red bicycle from a catalogue and receive a green bicycle
- do not match the sample you were shown when you bought it ie. you were shown the latest model gaming console however, after purchasing you discover it is the old model
- do not do the job you were led to believe ie. you buy a watch for diving that the supplier recommended however, after the first dive it fills with water. You can ask for a refund, replacement or repair.
You are NOT entitled to a refund if you:
- change your mind or don´t want it ie. if you do not like the colour or it is not the right size
- realise you can´t afford it
- find the same item at a cheaper prices elsewhere
- knew about the fault before you bought it
- caused the fault.
What you can do if things go wrong
- Be sure you did not cause the fault.
- Stop using the goods.
- Return the goods to the store or call the service provider as soon as possible.
- Take the receipt with you when returning the goods.
Tip: ask about the store policy on refunds before you buy.
Don´t take the risk - know your refund rights!
Uncle Bob and Aunty Helen bought their granddaughter a new teddy bear for her birthday. When Aunty Helen was wrapping the present she saw the bear was ripped.
Aunty Helen didn´t think she could take the bear back to get her money back because the shop had a ´No refunds or exchanges´ sign behind the counter. She was wrong.
Because Aunty Helen didn´t know that the toy was ripped when she bought it, she had the right to go back to the shop and get her money back, or have it changed. The store´s policy of ´no refunds or exchanges´ was illegal.
The shops and people who provide services must help you when things go wrong.
What you need to know:
- The seller must deal with any problems under the warranty, not ignore you or send you to the manufacturer.
- There is no time limit to make a claim, but you must do so within a reasonable time.
- Even if you´ve used the goods a fair bit before the fault developed you may still be able to get a part refund or repair.
Tip: goods bought at an auction do not have warranties.
Last reviewed 11/04/2013