I bought something faulty. Can I get a refund?
This is national law, so it applies across Australia. Some services listed here are in Victoria. For services in your state or territory, see Help in other states.
To complain or get help, contact the fair trading agency in your state or territory. In Victoria, that is Consumer Affairs Victoria.
Last checked: 31 October 2026
The short answer
When you buy from a business in Australia, the Australian Consumer Law gives you automatic rights called consumer guarantees. If the problem is major, you choose a refund or a replacement. If it is minor, the business can choose to repair, replace or refund. These rights apply whether or not there is a warranty, but not if you just changed your mind.
Key dates and time limits
- Door to door and phone sales over $100: you can usually cancel within 10 business days.
- That cooling-off time can stretch to 3 or 6 months if the seller broke the rules.
Step by step
Work out if it is major or minor
A problem is major if you would not have bought the item had you known about it, or if it is unsafe. A minor problem can be fixed in a reasonable time. Think about the price, what the label said and what the seller told you.
Go back to the seller
Contact the business you bought it from, not just the maker. Ask for a manager. Say what is wrong and what you want, and bring your receipt or bank statement.
Know your remedy
For a major problem you can reject the item for a refund or replacement, or keep it and ask for money for the drop in value. For a minor problem, the business picks a repair, replacement or refund. If it will not fix a minor problem in a reasonable time, you can have it fixed elsewhere and claim the cost, or reject it.
Put your complaint in writing
If talking does not work, send an email or letter and keep a copy. If you paid by credit card, ask your bank about a chargeback, because time limits apply.
Door to door or phone sales
If a seller came to you uninvited and the deal is over $100, you usually have 10 business days to cancel. You can cancel by phone, in person or in writing. The seller must refund what you paid.
Get help or go to VCAT
Consumer Affairs Victoria can contact the business for you, but it cannot force an outcome. If that does not work, you can apply to VCAT's Civil Claims List for a goods and services dispute.
Who can help
Consumer Affairs Victoria
Information and help with complaints, weekdays 9am to 5pm.
Victoria Legal Aid Legal Help
Free legal information and referrals.
Forms and the law
Faulty product
Consumer Affairs Victoria guide to major and minor problems.
consumer.vic.gov.au/consumers-and-businesses/products-and-services/problems-with-a-product/faulty-product ↗Consumer guarantees that apply automatically
What the guarantees are and when they apply.
consumer.vic.gov.au/consumers-and-businesses/products-and-services/refunds-repairs-and-returns/guarantees-that-apply-automatically ↗Door-to-door sales
Your rights and cooling-off periods.
consumer.vic.gov.au/consumers-and-businesses/products-and-services/business-practices/door-to-door-sales-and-telemarketing/door-to-door-sales ↗Resolve your problem
Steps to complain and how Consumer Affairs Victoria can help.
consumer.vic.gov.au/contact-us/resolve-your-problem ↗VCAT goods and services disputes
Applying to VCAT's Civil Claims List.
vcat.vic.gov.au/case-types/goods-and-services ↗Competition and Consumer Act 2010 (Cth), Schedule 2 (Australian Consumer Law)
legislation.gov.au/C2004A00109/latest/text ↗Australian Consumer Law and Fair Trading Act 2012 (Vic)
legislation.vic.gov.au/in-force/acts/australian-consumer-law-and-fair-trading-act-2012 ↗Where this information comes from
These are public sources we used to write this guide. They are general information, not legal advice about your situation.
- Consumer Affairs Victoria Faulty product
- Consumer Affairs Victoria Consumer guarantees that apply automatically
- Consumer Affairs Victoria Door-to-door sales
- Consumer Affairs Victoria Resolve your problem
- VCAT VCAT goods and services disputes
- Consumer Affairs Victoria Contact us
- VCAT Contact us
- Victoria Legal Aid Contact us
- Federal Register of Legislation Competition and Consumer Act 2010 (Cth)
- Victorian Legislation Australian Consumer Law and Fair Trading Act 2012 (Vic)
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