A Refund Policy is a document that enables your business to inform customers of your refund and returns process. Under Australian Consumer Law, customers have the right to choose either a refund or exchange if a product or service has a major problem. This is deemed to be products or services that are unsafe, significantly differ from their description, or have an issue that would have stopped the customer from purchasing had they known beforehand. Even if the problem does not classify as major, the customer is still entitled to have the issue repaired in a reasonable amount of  time. 

This document incorporates the refund and return provisions of the Australian Consumer Law to ensure your business adheres to the rights of customers. It also outlines the instances in which you won’t have to provide a refund for your products or services. This includes when customers simply change their mind or are responsible for creating the fault. In addition, the document allows you to detail your returns process and who will be liable for shipping costs. 

Use this Refund Policy If:

• You want to inform your customers of your refund and returns process when they’re not satisfied with a product or service.

• You want to ensure your business complies with Australian Consumer Law and the rights of customers.

What does this Refund Policy Cover?

• Australian Consumer Law;

• Change of mind;

• Products damaged during delivery;

• Returns process;

• Shipping costs for returns;

• Response time; and

• Exceptions.

Further Information

• When Are Businesses Obliged to Give Customers Refunds?

• Cancellations and COVID-19: Can I Get a Refund?

• When Can My Business Refuse to Give a Full Refund?

• What Are Consumer Guarantees?

• Your Guide to Launching an App

Further Information:

• When Can My Business Refuse to Give a Full Refund?

• What are Consumer Guarantees?

• Is it Legal for Store Owners to Put Up No Refund Signs?

• Employee Handbook