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Your refund policy

You do not have to display a sign that details your refund policy.

However, if you do, the sign must not be misleading.

Signs that say "No refunds" are illegal.

The following refund signs or contract terms are also illegal:

  • no refund on sale items
  • no refunds after seven days
  • exchange, repair or credit only
  • no returns on swimwear.

They suggest customers are not entitled to a refund or that the customer has no rights if the goods are faulty in any way.

You must not mislead customers about their legal rights.

Make sure all your staff fully understand your refund policy. This will help them to answer questions from customers and make the right decisions about giving refunds.

We have a recommended sign for both goods-based businesses (PDF, 256KB) and service-based businesses (PDF, 256KB).

Refund signage

Order a copy of our recommended refund sign. We have signs, stickers and tent cards available.

Consumer guarantees guide

We have published a series of guides to help businesses understand key parts of the Australian Consumer Law (ACL).

The ACL consumer guarantees guide sets out your rights and responsibilities when selling to consumers. You can access your free copy by following the links below.

Download the guide (PDF, 574KB)

Order a hard copy

Small business self-assessment checklist

This checklist will help you ensure your business is following the law.

You can find about the Australian Consumer Law, your rights and responsibilities when dealing with customers and where to get more information.

Small business self assessment checklist (PDF, 930KB)

Last updated
15 June 2016
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