Returns Policy
Writing a clear store returns process
Write returns instructions customers can follow, with separate routes for change of mind and product problems under Australian consumer guidance.
A clear store returns process tells customers which route applies, what to do first, how to return an item if needed and what happens next. Separate change-of-mind returns from product-problem requests, then set out the instructions in the order customers need them.
Start with two routes
For a change of mind, state the terms the store actually offers: the return period, excluded products, required condition, available outcome and who pays for return delivery. Keep this voluntary offer separate from the customer’s rights under the Australian Consumer Law (ACL).
A change-of-mind statement should name the eligible products, return period, required condition, available outcome and who pays return delivery. Use the store’s actual terms for each detail, rather than implying the offer changes ACL rights.
For a product problem, invite the customer to describe what happened and the outcome they seek. Explain that this route concerns the law’s consumer guarantees and is separate from change-of-mind terms.
Explain this distinction before listing exclusions. Otherwise, a blanket ban on returning sale items may appear to rule out a remedy for a faulty sale item. Make clear that change-of-mind terms do not remove consumer guarantee rights.
Write the steps in customer order
- Contact the store.Give the contact method. Ask for details that help identify the purchase and, if there is a problem, a description of what happened.
- Get the return instructions.Explain whether the item should be posted, brought in or collected. Provide a contact route for an item that cannot readily be returned.
- Hand over the item if needed.State any reference to include and how the customer can keep a record of the handover.
- Receive an update.Explain whether the store is gathering information, assessing the item or arranging an outcome, and how it will communicate the decision.
- Receive the outcome.Distinguish approval of a refund or exchange from its completion. Give customers a way to follow up if the promised outcome has not arrived.
Only promise a deadline, label, portal or status update that the store can provide. Put product-specific instructions where they affect the customer’s next action.
Explain proof, packaging and transport
Explain what proof of purchase customers can use for each route. For a product problem, make clear that any store requirements do not limit the customer’s statutory rights.
For a reported product problem, explain how the item should be returned and what the customer needs to do first. If the store confirms a product problem, explain what happens next and what costs, if any, the customer should expect.
The change-of-mind route may have different packaging or postage conditions; label those terms clearly. State the applicable condition before the customer sends the item.
Describe the possible outcomes
Avoid promising a particular outcome before the issue has been assessed. Explain how the customer will be told what happens next, and distinguish the outcome decision from any later payment.
For a product that fails to meet a consumer guarantee, the customer may be entitled to a repair, replacement or refund. Explain that the remedy depends on the issue and the applicable consumer guarantees.
Use customer-facing status messages. For example, a message can confirm that the item has been received and the reported issue is being checked.
Give examples of product problems
When explaining the product-problem route, give customers concrete examples of what a product guarantee covers. Products must generally be of acceptable quality, including being safe, durable and free from defects; fit for a purpose the customer made known; and match their description or sample. These are useful criteria to help customers describe the issue, not extra conditions for making a claim. The consumer guarantees are part of the Australian Consumer Law (ACL).
Key Consumer Rights Under Australian Consumer Law (ACL)
- Acceptable QualityProducts must be safe, durable, free from defects, and fit for purpose.
- Fit for PurposeMust meet the buyer’s specific needs if communicated before purchase.
- Match DescriptionProducts must match their advertised description, sample, or image.
- No Time Limit for FaultsConsumers can claim remedies under ACL regardless of how long ago the purchase was made.
Check the complete journey
Read the page as a first-time customer: can someone find the first action, the relevant route and the return-cost rule? Compare the product page, checkout text, order email and returns page for conflicting statements. Check that staff can carry out the steps as written, and update the page when the store’s terms or handling arrangements change.
Keep escalation expectations accurate
If you mention the ACCC, do not suggest it will decide an individual customer’s refund or repair claim. The ACCC provides information and accepts reports about consumer issues, but does not resolve individual disputes or give legal advice.
For help with an individual complaint, direct customers to their local state or territory consumer protection agency, often called a consumer affairs or fair trading agency. Queensland’s Office of Fair Trading manages consumer complaints and provides information and advice to consumers and traders.
In this guide
- Explaining return steps in plain languageTurn store return instructions into clear customer actions, with plain wording for product problems and change-of-mind requests.
- Making return eligibility information easy to findPlace return eligibility details where Australian shoppers need them and keep change-of-mind terms distinct from product-problem rights.
- Reviewing a returns policy with current consumer guidanceAudit an Australian returns policy against ACCC guidance on change of mind, product problems, remedies, proof and return costs.
