Can I take it back?

You have purchased a product or service but are dissatisfied; you are entitled to complain if:

• it doesn’t perform properly
• you’ve been misled in relation to it, or
• it doesn’t match the sales description.

Resolving the problem

1. Always contact the trader or contractor first. Have the sales receipt and any other documents relating to the purchase at hand. Explain the problem and suggest solutions that will satisfy you. Stay calm and keep an open mind when discussing the options.

2. If you aren't satisfied with the response you get from the trader or contractor, write to them, providing full details of the complaint. Ask for a written reply within a reasonable time. Keep copies of any letters you send and don't send any original documents, only copies. Keep your own record of what happens and make written notes about what is said in all telephone calls.

3. If your complaint is still not resolved to your satisfaction, you may be able to take your complaint to a government complaint-handling body or dispute resolution scheme. You can usually phone for advice about your complaint but, if it requires an investigation, you will probably need to write.

The consumer and business directory on the ACCC's website has links to the Consumer Affairs and Fair Trading agencies for the States and Territories where you should address your complaint after exhausting other avenues. Click here.

The main Commonwealth Government agencies responsible for consumer protection enforcement are the Australian Competition and Consumer Commission (ACCC) www.accc.gov.au, and the Australian Securities and Investments Commission (ASIC) www.asic.gov.au.

Return policies

Return-of-merchandise policies vary between retailers. Here’s the policy of a large Australian retailer:

In the event that a customer is not entirely satisfied with goods purchased from any of our business outlets, those goods will be exchanged or a credit voucher provided. A customer who produces a valid receipt and does not wish to accept an exchange or credit voucher may be provided with a refund. Where the original purchase was made in cash, a cash refund may be given. Cash refunds will not be given for credit card sales.

As you can see, it is very reasonable, but also strict, to protect the retailer against possible misuse.