Australian Consumer Law Guide

Understanding Your Rights When You Shop with Confidence

We believe that understanding your rights is an important part of building trust.

Our Commitment

We don’t see Australian Consumer Law as simply a legal requirement—it reflects the way we want to do business.

If something goes wrong, we’ll work with you respectfully and fairly to find an appropriate solution that aligns with both the law and our commitment to good customer service.

What Is Australian Consumer Law?

Australian Consumer Law is a national set of laws that protects consumers when purchasing goods and services.

It establishes a range of consumer guarantees that businesses must meet and outlines the remedies available if those guarantees are not met.

These protections apply automatically and generally cannot be excluded by a business.

Consumer Guarantees

When you purchase products from us, Australian Consumer Law generally requires that they:

• are of acceptable quality;
• are fit for their intended purpose when that purpose is made known;
• match their description;
• match any sample or demonstration model where applicable; and
• have clear title, meaning they can be legally sold.

These guarantees help ensure customers receive products that meet reasonable expectations.

Major and Minor Problems

Australian Consumer Law distinguishes between major and minor problems.

Major Problems

A problem is generally considered major if, for example:

• the product would not have been purchased had the issue been known;
• it is significantly different from its description or sample;
• it is substantially unfit for its normal purpose and cannot easily be fixed; or
• it is unsafe.

Where a major problem exists, you may be entitled to choose a refund or replacement, or in some circumstances seek compensation in accordance with the law.

Minor Problems

A minor problem is one that can usually be resolved within a reasonable time.

Depending on the circumstances, the appropriate remedy may include repairing the product, replacing it or providing another remedy consistent with Australian Consumer Law.

What To Do If Something Goes Wrong

If you believe there is a problem with your purchase, follow these steps so we can understand the issue and help determine the appropriate next steps.

1. Contact our Support Team.
   Contact us as soon as reasonably possible so we’re aware of the issue and can guide you.
2. Provide your order details.
   Please provide your order number so we can locate your purchase and relevant information.
3. Explain the issue.
   Tell us clearly what has happened and the concern you’re experiencing.
4. Provide photographs if useful.
   Photographs or other relevant information may help us understand the issue more clearly.
5. Assessment and next steps.
   We’ll assess the situation and discuss the appropriate next steps with you.

Our aim is to resolve concerns efficiently, fairly and with clear communication throughout the process.

What Australian Consumer Law Does Not Cover

Australian Consumer Law does not generally provide remedies for issues resulting from:

• normal wear and tear;
• accidental damage after delivery;
• misuse or improper care;
• failure to follow product instructions; or
• changes of mind, unless offered under our own returns policy.

However, every situation is assessed on its own circumstances, and we’ll always consider your enquiry carefully.

Our Approach

Every customer enquiry is different.

Rather than applying a one-size-fits-all approach, we’ll review each situation based on the available information, the nature of the product and the requirements of Australian Consumer Law.

If you’re unsure whether a particular issue may be covered, we encourage you to contact us. We’ll explain the process and help you understand the options available.

Common Questions

Question	Answer
Can a business refuse my rights under Australian Consumer Law?	No. Consumer guarantees provided by Australian Consumer Law generally cannot be excluded or limited in a way that removes your legal rights.
What’s the difference between a refund and a replacement?	The appropriate remedy depends on the nature of the issue and the requirements of Australian Consumer Law. For major problems, customers may often choose between a refund or replacement. For minor problems, another remedy may be appropriate.
Does Australian Consumer Law cover change-of-mind purchases?	Not usually. Change-of-mind returns are generally governed by the business’s own returns policy rather than Australian Consumer Law.
How long do consumer guarantees apply?	There is no fixed time period. Consumer guarantees apply for a reasonable period, taking into account factors such as the type of product, its expected lifespan and the circumstances of the purchase.
Where can I learn more?	The Australian Competition and Consumer Commission (ACCC) provides detailed information about Australian Consumer Law at www.accc.gov.au.

Helpful Tips

• Keep your proof of purchase.
• Read product care instructions to help maintain your purchase.
• Contact us promptly if you believe there’s a problem.
• Ask questions if you’re unsure about your rights—we’re here to help.

Key Points

• Australian Consumer Law protects eligible purchases.
• Consumer guarantees apply automatically.
• Remedies depend on the circumstances of each issue.
• We assess every enquiry fairly and respectfully.
• Our Support Team is available to help you understand the process.