Policies
Australian Consumer Guarantees
When you buy goods or services in Australia, you get automatic guarantees under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). They apply no matter what any policy or contract says.
Last updated: 3 August 2026
Guarantees on services
- Services must be provided with due care and skill.
- Services must be fit for the purpose you told us about.
- Services must be delivered within a reasonable time when no time is agreed.
Guarantees on goods
- Goods must be of acceptable quality — safe, durable, free from defects and doing what they are commonly expected to do.
- Goods must match their description and any sample or demonstration.
- Goods must be fit for any purpose you made known to us.
- You must receive clear title and undisturbed possession.
- Spare parts and repair facilities must be reasonably available for a reasonable time, unless we told you otherwise before purchase.
Major versus minor failures
For a major failure — where the problem is serious, cannot be fixed easily, or the goods or services are substantially unfit for purpose — you may cancel the service or reject the goods and choose a refund or replacement, and you may also claim compensation for reasonably foreseeable loss.
For a minor failure, we may choose to fix the problem. If we take too long or cannot fix it, you can then choose a refund or have it fixed elsewhere and recover reasonable costs from us.
What we do not do
- We do not ask you to sign away consumer guarantees.
- We do not display 'no refunds' signs or wording, which are unlawful.
- We do not require you to deal only with the manufacturer when we sold you the product.
Independent information
You can read the official guidance at accc.gov.au and at consumer.vic.gov.au. If you disagree with how we have handled a claim, Consumer Affairs Victoria can advise you and the Victorian Civil and Administrative Tribunal can hear disputes.