You can choose a refund or exchange if an item or service has a major problem.
This is when the item or service:
- Has a problem that would have stopped someone from purchasing the item or service if they had known about it;
- Is unsafe;
- Is significantly different from the samples or description; OR
- Doesn’t do what we said it would, or what you asked for and can’t easily be rectified.
Alternatively, you can choose to retain the item or continue the service and we will compensate you for any reduction in value.
If the problem is not major, we will endeavour to rectify the problem within a reasonable time. If it is not rectified in a reasonable time you can choose a refund or replacement.
We are not required to provide a refund or replacement if you change your mind.
It is best practice to keep your proof of purchase in a safe place – e.g. bank statement or credit/debit card receipt