When am I entitled to a refund, repair or exchange?
As a consumer, you are legally entitled to a refund, exchange or repair from the place of purchase if goods you purchase:
•have a fault you did not know about when you bought it
•are not the same as the seller or advertisement described
•don’t do the job you were led to believe they would
•don’t match the sample
•don’t last a reasonable amount of time, given the price you paid.
If you receive a service that is not of a standard that a reasonable person would expect, you are entitled to a refund or free repeat service.
If you partially use or benefit from the goods or service before a fault or problem develops, the trader can negotiate with you for a partial refund or other compensation.
Consumers should be aware that if a trader refuses to provide compensation, the Office of Fair Trading can only try and negotiate with the trader. The Office of Fair Trading does not have the authority to force a trader to provide compensation. If a consumer believes they are entitled to compensation which is not forthcoming, they can lodge a claim with the Queensland Civil and Administrative Tribunal which will consider issues up to $25,000. Alternatively, consumers should seek independent legal advice about the options available to them.