Australian consumer complaint guide
Faulty product refund in Australia
Use this general preparation guide when a product is faulty and the requested outcome has not been resolved. It helps you organise the issue before deciding what to do next.
Start with a clear written record
Write down what was purchased, when it was purchased, what went wrong, when you first contacted the business and the outcome you asked for. Keep statements factual and avoid adding details you cannot verify.
Evidence to organise
- Purchase and payment record
- Photos or video of the fault
- Dates the fault appeared
- Messages with the retailer
A practical next step
Describe the fault plainly, explain the remedy requested and give the business a reasonable time to respond.
If the issue remains unresolved
You could consider the relevant state or territory consumer affairs or fair trading body. For official general information, review the ACCC guidance on contacting a business. If a card payment dispute might apply, consider organising chargeback evidence before contacting the payment provider.
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ClaimBack AI helps you organise evidence, prepare complaint messages and understand common escalation options. It does not provide legal advice, does not act as a lawyer and does not guarantee any outcome.