A faulty product can disrupt your day and leave you unsure who should put things right. In Australia, consumer guarantees may entitle you to a remedy when a product fails to meet required standards. Start by keeping clear evidence, then contact the business that sold it and explain what has gone wrong. The remedy depends on the fault and its seriousness. These steps can help you raise the issue clearly and protect your options.
Record the problem
Write down what the product is, when and where you bought it, and when you first noticed the fault. Describe what happens in plain, specific terms, including any error messages, unusual sounds, or situations that trigger the problem. Keep the receipt, order confirmation, warranty documents, packaging if available, and any messages with the seller.
Take clear photos or a short video that shows the fault, especially if it comes and goes. Avoid altering or attempting a repair before you have documented the issue; an attempted fix could make it harder to identify the original problem. If the item could be unsafe, stop using it and follow any relevant safety instructions.
Contact the seller
Raise the issue with the business that sold you the product. Contact them in writing where possible, such as by email or through their customer-service form, so you have a record. Include the purchase details, a concise account of the fault, supporting images, and what outcome you are seeking. Keep your message factual and save a copy of the response.
Australian Consumer Law consumer guarantees apply automatically to covered products; a store cannot avoid its obligations simply by directing you to the manufacturer. The seller may ask to inspect the item or request proof of purchase. If you no longer have a receipt, other records such as a bank statement or order history may help show where and when you bought it.
Understand possible remedies
The appropriate remedy depends on whether the problem is a major or minor failure. For a minor failure, the business can generally choose to fix the product within a reasonable time. If it does not, you may be able to arrange a repair elsewhere and seek reasonable costs, or ask for another available remedy under the law.
For a major failure, you can generally choose a refund or replacement, and may also be able to claim compensation for reasonably foreseeable loss. A failure may be major if a reasonable consumer would not have bought the item knowing about the problem, or if it is substantially unfit for its usual purpose and cannot be fixed easily within a reasonable time. The facts of each case matter.
If the seller will not help
If the business rejects your request, ask it to explain its position in writing and refer to the consumer guarantee you believe applies. Keep a timeline of calls, emails, inspections, and proposed solutions. Set a reasonable date for a response, but avoid assuming that a manufacturer’s warranty replaces or limits your rights under Australian Consumer Law.
If you cannot resolve the matter directly, contact the ACT Office of Regulatory Services or seek guidance from a consumer advice service. You can also get legal advice about your options, particularly if the product caused injury, property damage, or a significant financial loss. Canberra Consumer Law can discuss consumer law concerns with you.
Keep your evidence together, make your request to the seller in writing, and check which remedy fits the seriousness of the fault. If the business refuses to address the issue or the consequences are significant, consider getting advice on your next step. A clear record can make it easier to explain your position.