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Change of mind

Stores do not have to give a refund or replacement when a customer simply changes their mind about a good or service.

Some stores have an in-store policy to offer a refund, exchange or credit note if a customer changes their mind. This policy should be clearly displayed at the point of sale or included on the business’ website (if it has one), so customers can read it before buying. Stores that have such policies must abide by them.

It is okay for an in-store policy to have some limits, such as: 'No change-of-mind refunds on sale items', but the in-store policy cannot take away the customer’s rights under the Australian Consumer Law.

If a store does not have a change of mind policy, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

Related information

Updated: 27 May 2020

This page has been produced and published by the Consumer Building and Occupational Services Division of the Department of Justice. Although every care has been taken in production, no responsibility is accepted for the accuracy, completeness, or relevance to the user's purpose of the information. Those using it for whatever purpose are advised to verify it with the relevant government department, local government body or other source and to obtain any appropriate professional advice. The Crown, its officers, employees and agents do not accept liability however arising, including liability for negligence, for any loss resulting from the use of or reliance upon the information and/or reliance on its availability at any time.