CAV monitors common consumer enquiries via telephone queries made to the Consumer Affairs Helpline on 1300 55 81 81.
From April to June 2009 (inclusive), the five most common areas of enquiry were:
1. Clothing and apparel – refunds
2. Defective electrical appliances (including whitegoods)
3. Warranties rights remedies, guarantees (retail, manufacturer, importer) for electrical appliances (including white goods)
4. Defective computer hardware/portable computers
5. Defective furniture, furnishings and homewares (including manchester)
1. Clothing and apparel – refunds
Consumers sought refunds after:
- changing their mind
- purchasing the wrong size
- purchasing clothing that was faulty
Refunds required by law cover situations where there has been a breach of an implied condition (for example, the clothing is defective). The law does not require a business to offer a refund for change-of-mind.
If you have changed your mind, you should try and negotiate with the retailer. The retailer may be willing to offer an exchange or credit note as a gesture of goodwill.
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2. Defective electrical appliances (including whitegoods)
Cases concerned a range of faulty appliances, the most common being:
- washing machines
- refrigerators
- dishwashers.
Customers can request a refund if their appliance is faulty, even when the fault only becomes obvious after use.
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3. Warranties rights remedies, guarantees (retail, manufacturer, importer) for electrical appliances (including white goods)
Consumers sought advice when they had purchased appliances that had later broken or failed in some way. In a number of cases the extended warranty did not cover the exact part that had broken.
Before purchasing an extended warranty for an appliance, consider what parts are not covered by the warranty. Remember that under statutory warranty, goods sold must be of merchantable quality, and if they’re not, you can ask for a refund.
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4. Defective computer hardware/portable computers
Problems with desktop and laptop computers ranged from faults that were immediately apparent, such as a scratched screen, through to more complex problems that developed later, such as the system ‘freezing.’
When buying a laptop, ask the salesperson questions such as:
- Is the warranty based locally?
- What is the turnaround time for repairs?
- Will you be able to get service while travelling?
If your notebook has to be sent away for repairs, will they provide you with a temporary replacement?
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5. Defective furniture, furnishings and homewares (including manchester)
Defects were apparent in various items of furniture, but problems in couches were particularly common.
The statutory warranty requires goods sold to be of a merchantable quality, match their description and be fit for purpose. Furniture is also often covered by an express or written manufacturer’s warranty which guarantees the product against defects for a particular period of time.
The manufacturer must adhere to the terms of its express warranty.
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