When can I get a remedy?

If there is a problem with goods you have bought, the store may have to provide a replacement, refund, repair or other type of ‘remedy’. The type of remedy available depends on the problem.

It doesn’t match the sample or demo model.

When you buy an item based on a sample or model, it must match that sample. If the item is so different you would not have bought it, you are entitled to a refund.

I ordered a towel rail based on the store display, but when it arrived, it was a different colour to the sample.

It doesn’t match the description.

The item must match its description (for example, on the label or in a TV commercial). If it is so different from the description that you would not have bought it, you are entitled to a refund.

I bought a vanity described as 'solid timber' in the store’s catalogue. When I got home, I discovered it was actually laminate.

It doesn’t do what the salesperson said.

You can return an item if it doesn’t do what the salesperson told you it would.

I bought a mixer which the salesperson said had a pullout spout – but when got home, I found it was a standard mixer and did not have a pullout spout.

It doesn’t do what I asked for.

You can return an item that doesn’t do a specific job or achieve a specific purpose if:

  • before buying, you told the salesperson what you wanted it to be able to do, and
  • you relied on the store’s advice when choosing the item.

I told the salesperson I wanted a toilet for a disabled bathroom. The salesperson sold me a toilet, saying it would do the job. That night I read the manual and found it was not compliant with the Australian Standard for disabled bathrooms.

Your Shopping Rights Factsheet

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