Your Rights as a Consumer: Refunds and Exchanges
We have all experienced exchanging or returning an item at some stage in our life, whether it be due to faulty goods or incorrect size. But what happens if you do not have your receipt?
How do you provide proof of purchase? Is it just a matter of ‘touch luck’ and take it as a loss?
The customer has more rights than you may think.
You have a right to ask for a repair, replacement or refund if the product or service you purchased does not meet the consumer guarantee. This is governed by Australian Consumer Law.
Although there are guarantees regarding repair, replacement and refund, you are not always entitled to it. If you simply change your mind or do not need the product, it is at the discretion of the vendor to provide you with a repair, replacement or refund.
If you ask for an exchange, the product you receive must be similar, if not the same, as the original product. You cannot demand for a more expensive product and cannot be offered a cheaper version of the product.
If the product has a fault, the vendor can offer you a free repair prior to offering a replacement or refund. Even if the vendor states that they do not accept refunds or exchanges, you have rights under consumer guarantee to be awarded one.
If returning the product, you do not have to return the item in the original packaging. It is a good idea to keep your receipts, however, if you do not have one you can offer an alternative proof of purchase, including bank statements, lay-by agreements and a photograph of the receipt.
It is always a good idea to keep your receipts for big ticket items, like washing machines and televisions. You should take a copy of the receipt as well as keeping the original because the receipt will fade overtime and become illegible. For more information on your rights as a consumer, visit
If you are disputing a repair, replacement or refund and would like us to assist in negotiating with the vendor, do not hesitate to contact our friendly team on 02 6542 5566.