Warranties, guaranantees & refunds

As a consumer, it is really important to understand your rights. If you understand your rights, then you will feel more confident to stand up for yourself when things go wrong.

Unless you are very familiar with the law, you may be easily confused by terms like 'statutory right' or 'express warranty' or 'guarantee'. In our experience, it is not only consumers who may be confused by words like these, but also retailers, service providers and manufactures too.

You don't need to read the whole Trade Practices Act to learn about your rights as a shopper. In this section, you will find answers to some of the most commonly asked questions, such as when you are entitled to ask for a refund or exchange and what rights you have when something you buy breaks or doesn't do what it should.

If you need to know more, we have a range of brochures and fact sheets that might be helpful—check the titles of our publications in the 'for more information' at the bottom of this page.

Your statutory rights

The Trade Practices Act implies certain promises into all consumer contracts that you make, which are often referred to as your 'statutory rights'.

Voluntary and express warranties (including 'guarantees')

A retailer, manufacturer or service provider is legally obliged to stand by any extra or voluntary promises it has made to you. A 'guarantee' is an example.

Resolving problems

If you have a problem, there are steps you can take to resolve it. Depending on the nature of your problem, you may be entitled to seek a refund.

Australian Competition & Consumer Commission