Refunds, replacements and repairs
Easy English fact sheet
2025
You might need help to read
this fact sheet.
A friend, family member or support person
can help you.
Sometimes there is something wrong with a
product you bought. You can take the product back
to the shop.
The shop can
give you a refund
or
give you a replacement
or
- repair it for you.
What is a refund?
The shop gives you your money back.
An exchange or credit is not a refund.
An exchange means you swap the product for
another product. It could be the same product or a
different one.
Credit is like a voucher for the shop. You can buy
something later.
What is a replacement?
The shop gives you a new one.
What is a repair?
The shop can fix it for you.
When can you get a refund,
replacement or repair?
The product
- is broken and it is not your fault.
- does not do what you want.
- the product does not do what it should do.
- is different to the product you saw in the
shop. For example, it is a different
size or colour. - is not safe.
A product is not safe if you use it properly and
- it can hurt you
- it can cause a fire
- it breaks easily.
How can you get a refund, a replacement
or a repair?
Take the product back to the shop you
bought it from.
Show your
- receipt
credit or debit card slip
or
- bank statement.
Explain what went wrong.
You may not get a refund or replacement if
- there is nothing wrong with the product and
you just changed your mind. You might get an
exchange or a credit instead. - they can fix it for you.
- you bought the product for someone else
and they do not want it. - you knew the product was broken when you
bought it. For example, you paid less for the
product because it was already broken. - you broke the product and it was your fault.
Remember
- When you buy a product always ask for
a receipt
or
- a credit or debit card slip.
- Keep your receipt in a safe place.
Consumer Protection WA
More fact sheets
and information
List of fact sheets in Easy English
- Buying Furniture
- Contracts
- Lay-by
- Phone and door to door sales
- Renting - starting a tenancy
- Renting - during a tenancy
- Renting - ending a tenancy
- Refunds, replacements and repairs
- Scams
- Services
- Shopping tips
Phone 1300 30 40 54
Mail Locked Bag 100
East Perth WA 6892
Interpreter 131 450
National Relay Service 133 677
Email consumer@demirs.wa.gov.au
Website www.consumerprotection.wa.gov.au
This information is written in Easy English.
You might need more information about the law.
You can ask Consumer Protection WA.
Updated February 2025.
Easy English fact sheet updated by
Consumer Protection WA.
Look at Clear Written Communications -
The Easy English Style Guide for
information about the format and writing
style of this document.
You can find more information at
www.scopevic.org.au or
phone 03 9843 2000.