Consumer Guarantees
Written in plain language for general understanding. This is educational content, not legal advice. Based on Commonwealth Acts of Parliament, federal regulations, and official government guidance.
Australian Federal Law
What is this right?
Every product sold in Australia comes with automatic consumer guarantees under the Australian Consumer Law (ACL). These guarantees apply regardless of any manufacturer’s warranty or store policy:
- Acceptable quality (s 54): Goods must be safe, durable, free from defects, and look acceptable. The standard is what a reasonable consumer would expect for the price and description.
- Fit for purpose (s 55): If you tell the seller what you need the product for, it must be reasonably fit for that purpose.
- Match description (s 56): Products must match any description given by the seller, on packaging, or in advertising.
- Match sample or demo (s 57): If you bought the product based on a sample or demonstration model, the product must match it.
- Repairs and spare parts (s 58): Manufacturers must provide repair facilities and spare parts for a reasonable time after purchase, unless they told you otherwise before the sale.
These guarantees cannot be excluded by signs, contracts, or fine print. Any term that says “no refunds” or “all sales final” does not override your rights.
When does it apply?
- You bought goods or services as a consumer — meaning the price was $100,000 or less, or the goods were for personal or household use.
- The seller was acting in trade or commerce (not a private sale between individuals).
- Applies to new and second-hand goods, but expectations adjust for age, price, and condition.
- Covers goods bought online, in-store, at markets, or from door-to-door sellers.
What should you do?
- Contact the seller first — you have the right to deal with the business that sold you the product, not just the manufacturer.
- Explain the problem and state the remedy you want (refund, repair, or replacement).
- If the seller refuses, lodge a complaint with the ACCC at accc.gov.au or call 1300 302 502.
- For unresolved disputes, contact your state or territory consumer affairs agency or apply to the relevant tribunal (e.g., NCAT in NSW, VCAT in Victoria).
What should you NOT do?
- Don’t accept “no refund” signs as the final word — these signs are actually illegal if they suggest you have no rights under the ACL.
- Don’t assume you must go to the manufacturer — your contract is with the seller, and the seller must handle your claim.
- Don’t wait too long — act within a reasonable time after discovering the problem.
Legal Resources
We may earn a commission if you use these services — at no extra cost to you. This supports our mission to make legal information free for everyone.
LawDepotSend a formal demand letter to a business or creditor. State-specific financial and consumer documents ready in minutes.Create a Demand Letter →Credit KarmaFree credit monitoring, dispute tools, and alerts. Know when your credit report changes.Check Your Credit Free →IdentityGuardIdentity theft protection and monitoring. Get notified if your personal information is misused.Protect Your Identity →