Consumer Guarantees: Defective goods and services

Key message:

  • When you buy goods or services, those goods or services must meet certain standards called ‘guarantees’ under the Australian Consumer Law.
  • Use this template letter if you purchased defective goods or services and you want a refund or replacement from the trader.
  • This fact sheet should be read in conjunction with our factsheet entitled Taking your matter to VCAT.

Click here to download our sample letter: Defective goods & services.

Information about your consumer rights can be found on the Consumer Affairs Victoria website:

Information about your consumer rights can be found on the Australian Competition and Consumer Commission website:

Further information

Consumer Action Law Centre
Ph: (03) 9629 6300 or 1800 466 477 for country callers.

If you are deaf or have a hearing or speech impairment, you can call through the National Relay Service (NRS):

  • TTY users can phone 133677 then ask for 1800 466 477
  • Speak & Listen (speech-to-speech) users can phone 1300 555 727 then ask for 1800 466 477
  • Internet relay users can connect to NRS on then ask for 1800 466 477.

Warning: This fact sheet is for information only and should not be relied upon as legal advice. This information applies only in Victoria, Australia and was updated on 31 December 2015

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