Stop paying for expensive legal consultations on questions you face every day. RegPlain gives Australian SME owners instant, cited answers to their compliance questions.
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My store policy says “no refunds”. A customer is demanding one for a faulty product. Do I have to give a refund?
Yes — your “no refunds” policy cannot override the customer's statutory rights.
Under the Australian Consumer Law (ACL), consumers have a right to a remedy when goods have a major failure — meaning goods that are substantially unfit for their normal purpose, unsafe, or significantly different from their description. This right exists regardless of any store policy or signage.
For a major failure, the consumer chooses their remedy: refund, replacement, or repair. You cannot require them to deal with the manufacturer first.
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RegPlain is designed by someone who has spent years teaching and researching Australian commercial law. Every answer is grounded in primary sources — legislation, ACCC guidance, and case law — not summaries of summaries.