The law around refunds in Australia: Some tips for online businesses

Sharon Givoni Consulting Consumer Law, Internet Law

Refunds are an important aspect of consumer protection in Australia, and it is crucial for businesses to be aware of their legal obligations when it comes to offering refunds to customers. This blog explores some of the legal considerations that apply when giving a refund in Australia, including the impact of Australian Consumer Law, the circumstances in which a refund must be provided, and some best practices for handling refund requests.

Australian Consumer Law

Australian Consumer Law (ACL) is the key piece of legislation that governs consumer rights and protections in Australia.

Under the ACL, businesses must provide a guarantee that the products and services they sell are of acceptable quality and fit for purpose. If a product or service is found to be faulty, customers have the right to seek a repair, replacement, or refund from the seller.

Refunds for change of mind

Contrary to popular belief, businesses are not legally required to provide a refund to customers simply because they have changed their mind about a purchase. While it can be considered good business practice to offer a refund in these circumstances, it is not a strict legal requirement.

Many businesses may choose to have a policy of offering refunds for change of mind to maintain customer satisfaction and goodwill. If a business does choose to offer refunds for change of mind, it should clearly communicate the terms and conditions of the refund policy to customers.

Refunds for faulty products or services

When a product or service is found to be faulty, the customer is entitled to a refund, replacement, or repair, as per the ACL. This is known as a consumer guarantee, and it applies regardless of any warranty or return policy offered by the business.

It is important to ensure that you have a clear process in place for handling consumer guarantees, including providing a refund when necessary.

Some of our clients have a dedicated customer service team that can handle refund requests, or a clearly communicated refund policy that outlines the steps that customers need to take in order to receive a refund.

Best practices for handling refund requests

To be sure that refund requests are handled in a fair and transparent manner, consider the following practices:

  • Have a clearly drafted refund policy that is easily accessible to customers.
  • Ensure that all staff members are trained on the refund policy and the requirements of the ACL.
  • Respond to refund requests in a timely and professional manner.
  • Keep detailed records of all refund requests and actions taken.
  • Ensure that any refund provided is done so in a prompt and efficient manner.

We can help set up these systems and procedures for you.


If you operate an online store, it is important be aware of your legal obligations when it comes to offering refunds to customers.

While a refund for a change of mind is not a legal requirement, businesses must provide a refund, replacement, or repair if a product or service is found to be faulty.

By following best practices for handling refund requests, businesses can ensure that they maintain customer satisfaction and comply with their legal obligations under the ACL.

About the writer

Sharon Givoni has been practising in copyright law for over 23 years and has advised ghost-writers, journalists, book authors, educational institutions, lecturers and publishers. To get assistance with your copyright needs contact her on: or call her on 0410 557 907. Her website is located at: and

Please note the above article is general in nature and does not constitute legal advice.
This article was written by Sharon Givoni, Principal Solicitor at the law firm Sharon Givoni Consulting ( We do a lot of work in the area of interior design and understand the industry.

Please email us if you need legal advice about your brand or another legal matter in this area generally.