Consumer rights on purchased goods
Some consumers are unaware of the automatic legal rights they have when buying goods and services.
When you buy a product or service you are entitled to consumer guarantees that your purchase is of acceptable quality, fit for intended purpose, and is accurately described and matches any samples or demonstration shown.
If you buy something and a consumer guarantee is not met, you are entitled to have the problem fixed. It doesn’t matter if the shop displayed a sign saying no returns or refunds or whether the store has a policy not to take back items.
When the fault is major, such as a new car being blue when you ordered red, you are entitled to a remedy for your choice out of a repair, replacement or refund. If the fault is minor, the business can choose whether to fix the fault, give you an exchange or your money back.
You do not have to return faulty goods in their original packaging so long as you can produce proof of purchase.
When it comes to products, it is the seller who you should go to. If a manufacturer needs to be contacted, the business you paid should contact the manufacturer on your behalf.
Consumer purchases need to last a reasonable amount of time. This will depend on the type of product or service and how much it costs.
Spare parts and repairs should be available for a reasonable amount of time after purchase, unless specified at the time of purchase.
Any extra promises made over and above your free legal protections must be honoured.
As a consumer, you need to use products as per the instructions and choose the right size or type carefully because when you are at fault you don’t have the right to a repair, replacement or refund.
Download Consumer Protection’s free app “iShopWA”. There is also a “Repair, Replace, Refund?” tool on www.commerce.wa.gov.au/ cp. You can email consumer@ commerce.wa.gov.au or call 1300 30 40 54 during office hours.