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:
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.
Last updated: 30 October 2020Order a copy of our recommended refund sign. We have signs, stickers and tent cards available.
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.
Use the Small business self-assessment checklist to make sure your business is following the law.
It also helps you to find out about the Australian Consumer Law, your rights and responsibilities when dealing with customers and where to get more information.