Warranties & refunds - a guide for consumers and business

This old booklet explains a consumer's rights regarding goods and services bought before 1 January 2011.

It provides information on:

  • a consumer's rights when they bought goods and services before 1 January 2011
  • when consumers are entitled to a remedy, such as a refund, replacement or repair for purchases before 1 January 2011
  • businesses’ obligations to honour statutory warranties and conditions for purchases before 1 January 2011
  • how consumers can negotiate with businesses when something goes wrong, including a sample letter of demand

On 1 January 2011, the Australian Consumer Law (ACL) came into effect.

The ACL introduced a number of reforms, including consumer guarantees.

The consumer guarantees replace the existing implied warranties and conditions regime contained in the Trade Practices Act (which has been renamed the Competition and Consumer Act) and in the state and territory fair trading laws.