When you do not have to offer a refund
You do not have to refund a customer if they: knew an item was faulty when they bought it damaged an item by trying to repair it themselves or gett...
Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this...
Repairs and replacements
If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item aft...
Warranties and guarantees
A customer has the same right to free repairs or a replacement regardless of whether they have a warranty or guarantee or not. So you may still hav...
Proof of purchase
You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or p...
Items returned by someone other than the buyer
You only have to accept returns from the person who bought the item.
Penalties for displaying notices
It’s illegal to display any notice that deliberately misleads consumers or deceives them about their rights, for example a sign that says you do no...
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×Consumer law provides certain rights to consumers regarding refunds. These include:
- The right to a refund or replacement for faulty products or services.
- The right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
- Refunds are subject to the established store refund policy at the time of purchase, unless the product purchased is found to be unfit for the purpose of which it was intended.
- Businesses can’t take away a consumer's right to a refund or replacement for faulty products or services.
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A Return & Refund Policy is a policy that
discloses how a customer can initiate a return or refund or exchange an item. Thi…
