Minor or major problems with products
Our offices will close from Monday 24 December 2018 and will reopen on Thursday 3 January 2019. For urgent assistance during that period you can contact us.
The type of remedy you can request can depend on whether it is a minor or major problem.
A minor problem can be fixed within a reasonable time.
You must give the store the chance to fix the problem. They choose whether to refund, repair or replace.
If there is a major problem with a product, you are entitled to return it and seek a remedy.
There are examples of major problems below.
If there is a major problem with a product you have bought, you can:
- reject it and choose a refund or replacement, or
- keep it and the seller will compensate you for any drop in value.
If consumer had known about the problem, would not have bought
If a reasonable consumer had known about the problem, they never would have bought the product.
Ramona would not have bought her washing machine if she knew the motor was going to burn out after three months.
Product is significantly different
The product is significantly different from a sample, description or demonstration model.
James orders a red scarf online, but the scarf delivered was hot pink.
Product does not do what it is supposed to do
The product cannot do what the consumer told the salesperson they needed it to do, or what it is normally supposed to do, and this problem cannot be fixed quickly or easily.
A salesperson assures Oliver the watch he buys can be worn while deep-sea diving. When he goes diving, the watch fills up with water.
The product is unsafe
The product is unsafe.
Anna buys a car seat for her baby. After a couple of months, the belt buckle breaks.
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