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Faulty Goods in Australia: Repair, Replacement or Refund

Australia · Consumer rights · Sources checked 4 November 2026

The right remedy depends on the problem, not simply the shop’s returns policy. This guide concerns products bought from businesses where Australian Consumer Law guarantees apply. Private sales, overseas transactions and specialised products can raise additional questions.

Major and minor problems: the key distinction

The ACCC explains that a major product problem can involve safety, a substantial mismatch with the description, or a serious failure that would have deterred a reasonable buyer. Certain failures of normal or disclosed purpose that cannot readily be fixed within a reasonable time also qualify. Several problems can be considered together.

For a major failure, consumers generally choose a refund or replacement; keeping the product and claiming its loss in value is another option. For a minor failure, the business generally has an opportunity to repair it free. If it cannot or will not fix it within a reasonable time, further remedies may become available. The business may assess the product. Read the ACCC’s full explanation and qualifications.

Describe the facts before choosing a label

Instead of writing only “this is a major fault”, explain what happens, how often, how it affects use and what has already been tried. Keep the distinction between a symptom and a diagnosis: “the screen shuts off after five minutes” is an observation; “the circuit board is defective” needs supporting evidence.

Build an evidence pack

  • Purchase date, price, seller’s identity and receipt or other purchase evidence.
  • Product name, model and serial number, if available.
  • The advertisement, specifications and any purpose discussed before purchase.
  • A dated fault timeline, with photos or video where safe.
  • Service records, repair reports and previous correspondence.
  • A concise explanation of the outcome requested and why.

Before handing over the item

Photograph its condition and list accessories supplied. Ask for a written receipt, case number, proposed assessment timetable and information about any proposed charge before agreeing. For a device, ask how personal data will be handled and arrange a safe backup if possible. Do not keep operating an item that appears unsafe merely to demonstrate the fault.

Is changing your mind the same thing?

No. Consumer guarantees do not normally require a remedy merely because you prefer another product. Misuse and defects disclosed before purchase can also affect entitlement. A store’s voluntary change-of-mind policy is a separate question.

When the answer is disputed

Ask for the assessment and reasons in writing. Compare the explanation with your records and the official guidance. If the disagreement remains, seek help about the appropriate complaint or dispute process before paying for independent repairs or starting a claim. This page cannot classify your fault or calculate a deadline.

Educational information only. The review date does not guarantee continuing accuracy or completeness.

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