Change of mind

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.

A 'change of mind' can include instances where a customer buys an item but later decides or realises they have selected the wrong colour, size or product. In these cases, if the business does not have a change of mind policy, it is up to the business to decide whether the customer gets a refund or replacement.

Some stores and chains have a policy to offer a refund, exchange or credit note if a customer changes their mind. Such policies 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.

Businesses can place some limitations on in-store policies, such as:

  • 'No change-of-mind refunds on sale items'
  • 'No change-of-mind refunds after seven days'

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. For more about consumer guarantees, view our Refunds, repairs and replacements page.

Examples only (outcome may differ in individual cases):

Huyen purchased a handbag as a gift for her daughter, but discovered the next day that her daughter had also purchased a similar handbag. She returned to the store and asked if she could return it. The store told her that as there was nothing wrong with the handbag, they did not have to give her a refund, exchange or store credit.

Maxine bought a pair of shoes online, but when she tried them on at home she realised she had ordered the wrong size by mistake. Maxine contacted the store to exchange them for a bigger size, but the store did not have any left in the size she wanted. However, the store's change of mind policy allowed Maxine to exchange the shoes for something else within 14 days, as stated on the store's website at the time of purchase.

Last updated: 17/09/2016

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