Guarantees, warranties and refunds

Your refund policy

You do not have to display a sign that details your refund policy.

However, if you do, the sign must not be misleading.

Signs that say "No refunds" are illegal.

The following refund signs or contract terms are also illegal:

  • no refund on sale items
  • no refunds after seven days
  • exchange, repair or credit only
  • no returns on swimwear.

They suggest customers are not entitled to a refund or that the customer has no rights if the goods are faulty in any way.

You must not mislead customers about their legal rights.

Make sure all your staff fully understand your refund policy. This will help them to answer questions from customers and make the right decisions about giving refunds.

We have a recommended sign for both goods-based businesses (PDF, 256KB) and service-based businesses (PDF, 256KB).

Office of Fair Trading

Go back to Office of Fair Trading home.

Refund signage

Order a copy of our recommended refund sign. We have signs, stickers and tent cards available.

Consumer guarantee guides

Download and read the ACL consumer guarantees guide, which sets out the rights and responsibilities for selling to consumers. These ACL guides define acceptable quality in the consumer guarantee, including what:

Note: From 1 July 2021 the threshold for the definition of 'consumer' increased to include purchases up to $100,000.

Follow the law

Use the Small business self-assessment checklist to make sure your business is following the law.

You'll learn about:

  • the Australian Consumer Law
  • your rights and responsibilities when dealing with customers
  • where to get more information.
Last updated:
30 October 2020