Returns Policy
Part of Returns customer communication
Handling disagreement about a returned item's condition
Explain a returned-item condition disagreement fairly: name the disputed question, separate observations from cause and offer a review path.
When a customer disputes a retailer’s finding about a returned item, acknowledge their account, explain what you observed and what the evidence cannot establish, then set out the decision or review route. Keep the condition disagreement separate from any reported product fault: a photograph or condition grade alone does not show when damage occurred or settle whether the product has a reported problem.
Condition-dispute response sequence
- Acknowledge the customer's account and explain what you observed.
- Name the disputed questionwhen a mark appeared, whether a part was supplied, whether a reported fault can be reproduced, or whether an offered change-of-mind condition is met.
- Compare the customer's first report with relevant order, dispatch, receiving and assessment records, noting when each was made.
- Tell the customer which records you considered.
- Describe observable details and state both accounts without calling the difference misuse or fraud.
- Assess any reported product fault separately under the Australian Consumer Law (ACL) consumer guarantees.
- Give a reasoned decision, explain the review route, name the review contact and agree the next update date.
Name the disputed question
“Item damaged” is too broad to answer. Identify whether the question is when a mark appeared, whether a part was supplied, whether a reported fault can be reproduced, or whether the item meets an offered change-of-mind condition. State that question clearly before asking the customer for clarification.
Compare the customer’s first report with relevant order, dispatch, receiving and assessment records, and note when each was made. Tell the customer which records you considered. An image taken after unpacking shows the item’s condition at that point; it may not show the cause.
Describe the finding without an accusation
Describe observable details: where a mark is, which component was not found, what check was performed and what could not be checked. If your finding differs from the customer’s report, state both accounts and ask for clarification that could answer the disputed question. Explain how you will consider their response.
For example: “You reported that the unit stopped working before you returned it. On receipt, we also recorded a cracked corner. We have not established when the crack occurred or whether it relates to the fault you reported. We are reviewing the available records and will update you on [date].” Use wording like this only when each statement is supported by the case.
Do not describe an unresolved difference as misuse or fraud. If evidence indicates that the customer’s use caused a particular problem, explain what the evidence indicates and consider any separate reported product problem on its own facts.
Keep the return route clear
For a change-of-mind request, apply the conditions the retailer actually offered and identify which condition is in question. For example: “The change-of-mind conditions we offered require [condition]. On receipt, we recorded [observation], so our decision is [decision]. If you think either point is wrong, tell us which one and we’ll review it.”
If the customer reports a product problem, assess it separately from the condition disagreement under the Australian Consumer Law (ACL) consumer guarantees. If a product does not meet a guarantee, a remedy may include repair, replacement or refund; the appropriate remedy depends on the nature of the problem. Do not present a condition finding as a conclusion about the reported fault unless the information supports it.
For example: “You reported [fault]. We observed [condition finding], which does not establish [what remains uncertain]. We are assessing the reported problem under the ACL consumer guarantees and will explain our decision and any remedy.” Use available order information to identify the purchase; if details are unclear, ask the customer to identify the transaction or provide information that may help locate it.
Give a reasoned decision or next review
Give the decision-maker the disputed question, relevant dated records, the limits of any test and the customer’s response. Seek a specialist check if it could answer a material question. If the evidence is incomplete, tell the customer what remains unknown and who is responsible for the next step.
Explain which finding the decision relies on, how it affects the customer’s request and how to ask for a review. For example: “Our decision is [decision]. It relies on [record or check] showing [finding]; it does not establish [unknown]. You can ask for a review by contacting [team or contact] and telling us which finding you dispute.”
Name the person or team responsible for the review and, where possible, arrange for someone other than the original assessor to consider it. Agree a date for the next update, and contact the customer before that date if it needs to change. Do not leave the next step as an open-ended promise.
If the business cannot resolve the disagreement, identify the relevant state or territory consumer protection agency. Consumer Protection WA and Consumer Affairs Victoria are examples. The ACCC accepts reports about consumer issues, but does not resolve individual disputes or provide legal advice.
Evidence and review checklist
- Disputed question clearly stated before asking for clarification.
- Customer's first report compared with dated order, dispatch, receiving and assessment records.
- Records considered disclosed to the customer.
- Observable details described without accusations of misuse or fraud.
- Reported product fault assessed separately under the ACL consumer guarantees.
- Decision explains which finding it relies on and what remains unknown.
- Review contact or team named, ideally someone other than the original assessor.
- Next update date agreed, with contact if the date changes.
