Returns and refunds

Bought something and now you want to take it back? We explain your consumer rights.

The basics

Usually when you buy things the contract is final. You do not have the right to return goods and exchange them or get a refund simply because you have changed your mind or your circumstances have changed.

Say you bought yourself an MP3 player. What if:

• Your partner bought you one as a surprise on the same day. Can you take one of them back?
• You lost your job, so can no longer afford it. Can you return it?
• You really wanted a pink one. Can you swap?
• The same player is $100 cheaper in the shop next door. Can you get a refund?

The answer to all these questions is no. But keep reading.

There are exceptions ...

You are entitled to return an item in the following circumstances:

Credit contract cooling-off period

Say you signed up to buy a washing machine under a store finance deal. They haven't delivered it yet and it's less than three days since you were given your copy of the credit contract. You can cancel both the credit contract and the contract to buy the machine. See borrowers' rights for more information about this.

Special agreement
You'll be able to return a product if, before purchase, the shop agreed to a special deal that you could return it if you changed your mind. Usually tags must still be attached, boxes must still be sealed and the item unused.

Door-to-door sales

You have seven days to cancel a door-to-door sale, but only if you signed a credit contract with the seller. This is extremely rare these days.

Note: Paying a door-to-door seller by credit card doesn't trigger this right to cancel.

Store policy

Some stores have a no-questions-asked exchange policy for customers who change their mind. This usually means you can swap for another item or a credit note. Occasionally a store returns policy allows you a refund but this is up to the store.

A sign in the store that just says 'no refunds' is illegal. This is because it may mislead you about your rights under the Consumer Guarantees Act.

If all else fails, negotiate!

Just because you don't have the right to return the item or get a refund, you can still ask the store. Many retailers are happy to oblige anyway, in order to keep their customers happy.

And remember ...

If an item has a serious fault then you are allowed to return it. See our full report on the Consumer Guarantees Act (CGA) for more details.

Generally a serious fault means a reasonable consumer wouldn't have bought the product if they'd known about the fault. The CGA also applies if the item can't be easily repaired, is unsafe, doesn't match its description or demo sample, or is not fit for the normal purpose.

See Putting it right for detailed information about your rights in this situation.