Change of mind

Stores do not have to give a refund or replacement when a customer simply changes their mind about a good or service.

Some stores have an in-store policy to offer a refund, exchange or credit note if a customer changes their mind. This policy should be clearly displayed at the point of sale or included on the business’ website (if it has one), so customers can read it before buying. Stores that have such policies must abide by them.

It is okay for an in-store policy to have some limits, such as: 'No change-of-mind refunds on sale items', but the in-store policy cannot take away the customer’s rights under the Australian Consumer Law.

If a store does not have a change of mind policy, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

Related information

Updated: 27 May 2020