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