But it depends on whether the problem is considered “major” or “minor”<\/a>.\u00a0<\/p>\n According to the ACCC <\/a>ordering a red bicycle and receiving a green one, an electric blanket with faulty wiring or a raincoat not being waterproof because it\u2019s made from the wrong material are all examples of major problems.\u00a0<\/p>\n If something does not meet a consumer guarantee and you would like it refunded, repaired or replaced, “a business can ask consumers to provide a receipt or another form of proof of purchase,” the ACCC says.<\/p>\n “Other acceptable forms of proof of purchase may include a credit or debit card statement, lay-by agreement, a receipt or reference number given over the phone or internet, as well as warranty cards or serial numbers.”\u00a0<\/p>\n Can I get a refund for change of mind? \u00a0<\/p>\n This is where things become more nuanced.\u00a0<\/p>\n Nicola Howell says whether you can return or exchange an item because of a change of mind depends on an individual business’s policy. (Supplied: Queensland University of Technology)<\/p>\n The ACCC says consumers don’t have the same rights if “they no longer like or want a product”.<\/p>\n Wanting to return something because it’s the wrong size, you found it cheaper elsewhere or you did not like the item would typically all fall under a “change of mind”.<\/p>\n Nicola Howell, a senior lecturer at Queensland University of Technology’s law school, says our consumer law does not address “change of mind” returns.<\/p>\n Dr Howell says it comes down to the policy the store offers. There’s no obligation to have a change of mind policy, but retailers do need to be consistent if they offer one, she says.<\/p>\n If you’re shopping for something that may need to be returned, she recommends checking the store’s specific policy.<\/p>\n The store determines whether it allows “change of mind” refunds or exchanges, the return window, and the kind of proof of purchase it requires, Dr Howell says.<\/p>\n What is a return window?\u00a0 Stephanie Tonkin says change of mind returns are not guaranteed. (Supplied: Consumer Action Law Centre)<\/p>\n When it comes to change of mind returns, most store policies outline the length of time a customer has to refund or exchange an item.<\/p>\n Consumer Action Law Centre CEO Stephanie Tonkin says the ACL doesn’t force businesses to offer change of mind refunds, but they are legally obligated to follow their own policy.<\/p>\n “If they do set a return period \u2014 14 days, 30 days, whatever \u2014 they must honour it.”<\/p>\n<\/p>\n
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