Minor problems with a purchase
Find out what your options are if you have minor problems with a purchase of a product or service and what businesses can do to fix your issue.
Repairs for a minor problem
A business has the right to assess the product or service before they provide a remedy. A minor problem can be fixed within a reasonable time. If you have minor problems with a product or service, the business must fix the problem or repair the product for free. The business does not have to offer a replacement or refund for a minor problem, however, they can choose to do this.
If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:
- get it done elsewhere and get the business to pay you back for the reasonable cost of the repair, or
- get a replacement or refund instead, or
- recover compensation for the drop in value below the price paid.
What is ‘reasonable’ time
'Reasonable time’ for a business to fix a problem will depend on the type of the product or service. For example, repairing an oven installed in your house may take a few days' time while repairing a watch in-store may only take a few hours. In case of a dispute, a Court or Tribunal may consider various factors when determining ‘reasonable time’.
The ACCC explains a ’reasonable’ amount of time for a business to fix a problem will depend on the nature of the product or service. For example, it may take longer for a repairer to attend a house to fix an installed dishwasher than for a pair of pants to be repaired in-store.
Manufacturers are responsible for ensuring that spare parts and repair facilities for products are available for a reasonable time after purchase (unless you were told otherwise).
This guarantee does not apply if the consumer is told at the time of purchase that repair facilities and spare parts will not be available after a certain time.
How long is ‘reasonable’ will depend on the type of product or service.
Making a complaint
When making a complaint, you should include:
- details of the issues you are experiencing
- copies of any correspondence that shows how you have tried to resolve the matter.
How NSW Fair Trading will handle your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
You can lodge a complaint:
Online
If you cannot resolve your matter, submit your complaint by using our form.
By mail
Post your complaint form and documentation to:
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Ask a question
If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.