Consumer law and extended warranties

Salespeople at Australia’s major electronics retailers have a lot to learn about consumer law.
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03.Know your rights


Seven things you should know about your ACL rights

  • If there’s a sign that says “no refunds”, “no refunds on sale items”, or “exchange or credit note only for return of sale items”, it contravenes the ACL. You can return something if it doesn’t do what you’d reasonably expect it to or isn’t of acceptable quality. But stores aren’t obliged to take it back if you change your mind or find a better deal somewhere else. 

  • If a product is not of acceptable quality, the retailer can’t charge you for fixing it. 

  • Retailers can’t just refer you to the manufacturer – they’re obliged to resolve your issue. 

  • If the problem is “major”, you can ask for a refund or a replacement rather than a repair. 

  • You should be informed if a replacement is second-hand or if they’ve used refurbished parts to repair it. 

  • Repairs must be made within a reasonable time. Mobile phones and fridges, for instance, must be given high priority, or you can demand a replacement. 

  • You don’t have to return a product in its original packaging, and if you’ve lost your receipt you can use the following as proof of purchase: a credit card statement that itemises the goods; a confirmation or receipt number from a phone or internet transaction; a warranty card showing the date, price and place of purchase; or the serial or production number if it’s stored on the retailer’s computer.


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