Returns and proof of purchase

You can return goods which:

  • are faulty
  • does not do what it is supposed to
  • are unacceptable in appearance or finish
  • are unsafe
  • breaks down before it would reasonably be expected to.

Returning products for repair

It is your responsibility (as the consumer) to return goods to the supplier. Products don’t need to be in their original packaging to be returned.

If you are not able to take the products to the supplier in person, and the supplier does not have a complimentary pick up or return policy, you may have to return them by post or another delivery service. Postage costs may be recovered if the returned products are found to have a fault.

When products with a major fault are too large, too heavy or too difficult to remove, the supplier must collect the goods or arrange shipping at their own expense and in a reasonable time frame.

When you don't have the right to return a product

You cannot return goods if you:

  • change your mind
  • order the wrong product
  • found a cheaper or better product elsewhere
  • misuse or damage the product (not using the product as directed by the manufacturer or supplier)
  • were aware of a fault or defect before buying the goods (the retailer or supplier informed the consumer of the fault or displayed a sign specifying the defects);
  • the consumer examined the product before buying it and did not find any defects which would reasonably have been noticed
  • the consumer has no proof of purchase (receipts, tax invoice, bank statement).

In some of these situations, the store or seller may still choose to give a refund, exchange or credit note.

If they have their own refund policy that offers more than what is required by law, a consumer may be able to return the product, if for example, they bring the product back within a set period of time. The store or seller must comply with the terms of their in-store policies.

Compensation for damages or loss

Consumers can seek compensation for damages and loss suffered due to a problem with a product or service, if the supplier could have reasonably foreseen the problem.

This is in addition to the consumer guarantees for repair, replacement or refund.

Compensation may include the cost caused by a problem with products or services. This is usually a financial cost, but can include other costs such as lost time or productivity.

Proof of purchase and receipts

It’s a good idea to keep receipts as it may be difficult to return a product without proof of purchase.  In some of cases, the business may still choose to give a refund, exchange or credit note without proof of purchase.

Proof of purchase may include:

  • receipts
  • tax invoices
  • bank statement.

Businesses may also have their own refund policy that offers more than what is required by law. The store or seller must comply with the terms of their in-store policies.

Electronic copies of receipts

Electronic copies and digital photographs can be used as valid proof of purchase, however they must:

  • be clear
  • show the purchase details.

The supplier or manufacturer does not have to accept the claim if a consumer cannot show where the product or service was purchased.

Gifts and receipts

People who receive products as a gift still have the same rights to a refund or return as a person who buys a product directly, however they must still supply proof of the purchase.

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