Refunds for change of mind
Generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product.
Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees. View our Guarantees that apply automatically page.
In-store policies
Some stores and chains have an in-store policy to offer a refund, exchange or credit note if a customer changes their mind. If so, this policy should be clearly displayed at the point of sale or included on the business’ website (if it has one), so customers can read it before buying. Stores that have such policies must abide by them.
It is okay for an in-store policy to have some limits, such as:
- 'No change-of-mind refunds on sale items'
- 'No change-of-mind refunds after seven days'.
However, the in-store policy cannot take away the customer’s rights under the Australian Consumer Law.
If a store does not have a change of mind policy, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.