Rejecting and returning goods when there is a problem

On this page:

• How do I return ('reject') goods?
• Do I need the receipt?
• Do I need the original packaging?
• Who is responsible for returned goods?
• What if the goods are linked to services?

How do I return ('reject') goods?

You must tell the supplier if you intend to reject goods and explain why, then:

• return the rejected goods to the supplier, or
• ask the supplier to collect the rejected goods, if the goods cannot be returned without significant cost to you.

If you have agreed to or asked for a repair of the goods – for example, because you did not know you were entitled to a refund or replacement – you do not lose this right.

The problem with the goods is still 'major', so you can reject the goods at any time and ask for a refund or replacement.

You cannot reject goods when:

• the goods have been thrown away, destroyed, lost or damaged through no fault of the supplier, after they were delivered to you
• the goods have been attached to other property and cannot be removed without damage. For example, removing wallpaper will damage it
• too much time has passed. The right to reject the goods runs from the date of the supplier provided the goods to you, until the fault or problem would reasonably be expected to appear. This depends on:
• the type of goods
• how a consumer is likely to use the goods
• the length of time the goods could reasonably be used, and
• the amount of use the goods could reasonably be expected tolerate before the problem or fault became apparent.

Even if you cannot reject the goods for these reasons, you may still keep the goods and ask for compensation for any drop in the value of the goods.

Do I need the receipt?

You will usually need to show that you obtained the goods or services from that supplier or manufacturer. The same applies to gift recipients.

The best proof of purchase is a tax invoice or receipt.

A number of other forms of evidence are also generally acceptable, including:

• a lay by agreement
• a confirmation or receipt number provided for a telephone or internet transaction
• a credit card statement
• a warranty card showing the supplier's or manufacturer's details and the date or amount of the purchase
• a serial or production number linked with the purchase on the supplier's or manufacturer's database.

You may sometimes need to give more than one of these to support your claim that you bought the goods from a particular supplier.

If there is a dispute about this, you may take the matter to Australian court or tribunal.

Do I need the original packaging?

If you are returning goods because of a problem, a business cannot refuse to give a refund, or reduce the amount, because you did not return the items in the original packaging or wrapping.

Who is responsible for returned goods?

When you tell the supplier that you are returning the goods, the goods become the supplier's property.

You must return the goods unless the cost of returning, removing or transporting is significant - for example, the size of the goods makes transportation costly.

If so, the supplier must collect the goods at their own expense and within a reasonable time.

What if the goods are linked to services?

See our When goods are linked to a service page