If I buy a faulty product from a retailer, can I demand a refund under Australian law?

What the Law Says

The Australian Consumer Law (ACL) gives you automatic consumer guarantees when you buy goods from a retailer — even if no warranty is offered. These guarantees apply regardless of store policies or disclaimers.

If a product is faulty, the ACL says it must be of acceptable quality, match its description, and be fit for purpose. When it fails one or more of these guarantees, you have rights — including the right to a refund.

A refund is mandatory if the failure is 'major'. A major failure occurs when the product is unsafe, significantly different from the description or sample, unfit for its common purpose and cannot easily be fixed, or costs too much to repair. You can also get a refund if the retailer fails to fix the problem within a reasonable time.

You don’t need a receipt to claim your rights — other proof of purchase (e.g., bank statement, email confirmation) is enough. The retailer cannot refuse your claim just because you didn’t keep the box or packaging.

Statutory Text

If a consumer guarantees is not complied with, the consumer is entitled to a remedy — which may include a refund — depending on whether the failure is major or minor.

— Australian Consumer Law, s. 259 — Remedies for failure to comply with consumer guarantees

Statutory Text

A failure to comply with a guarantee is a major failure if… the goods would not have been acquired by a reasonable consumer fully aware of the nature and extent of the failure.

— Australian Consumer Law, s. 260 — Meaning of major failure

What to Do

Sources