Source data
Australian Competition and Consumer Commission guidance on product remedies
Sources checked
- 01Identify the issue
A change of mind and a fault under a consumer guarantee follow different rules. Source 1
- 02Major fault
The consumer chooses a refund or replacement, or keeps the product and seeks compensation for lost value. Source 1
- 03Minor fault
The business must remedy it free of charge, usually by repair. Source 1
- 04Repair unresolved
If the business cannot or will not fix it in reasonable time, the consumer may have further options. Source 1
Start with the consumer guarantee, then identify the seriousness of the problem.
Australian Competition and Consumer Commission guidance on product remedies
This guide covers products bought from a business where Australian Consumer Law consumer guarantees apply. Services have separate remedies.
| Source | |||
|---|---|---|---|
| Major problem with a product | Refund or replacement of the same type | Consumer chooses from the seller’s remedies | Source 1 |
| Keep product with a major fault | Compensation for the drop in value | Consumer chooses to retain the product | Source 1 |
| Minor problem | Free fix or repair | Business addresses the fault | Source 1 |
| Minor fault not fixed within reasonable time | Reasonable outside repair cost, refund or replacement, or keep it and seek lost value | Consumer chooses among applicable remedies | Source 1 |
| Change of mind | No remedy under consumer guarantees solely for a change of mind | Business must follow any change-of-mind policy it offers | Source 1 |
| Fault already disclosed | Generally no remedy for that identified problem | A different fault may still qualify | Source 1 |
| Misuse caused the problem | No consumer-guarantee remedy for the problem | The cause matters | Source 1 |