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Faulty products

Under the Australian Consumer Law, certain consumer guarantees automatically apply. This includes that a product must be of acceptable quality meaning the product must be:

  • fit for purpose
  • safe, durable and free from defects
  • acceptable in appearance and finish.

Failing to meet consumer guarantees

If a product does not meet the consumer guarantees, the consumer is entitled to have the problem resolved.

Certain issues are not considered to be a faulty product.  In these circumstances the consumer may not be entitled to a refund, repair or replacement.

Issues that are not considered to be a faulty product include:

  • fair wear and tear
  • change of mind / no longer wanting the product
  • a hidden defect drawn to the consumer’s attention before buying the product
  • a defect that the consumer should have noticed on examination
  • a defect due to abnormal use
Updated: 26 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.