Resolve a problem

The repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem.

Go back to the business and ask them to fix the problem.

Fixing the problem might involve a repair, replacement, or refund. If it is a major problem or can’t be fixed within a reasonable time you can choose. This is when the product:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what the business said it would, or what you asked for and can’t be easily fixed.

See our repair, replace, refund page for further information.

If the business refuses to do anything about it, consider asking to speak to the manager or writing the business a complaint letter.

For help on how to write a complaint letter see our Writing a complaint letter page.

If direct contact with the business fails, you may wish to:

View a mobile version of this tool

More information

Consumer rights & guarantees