Reimbursement for damage or loss

Find out how you can ask for a reimbursement if you have experienced damage or loss with your purchase.

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You can ask for reimbursement for damages and losses you experience if the supplier could have reasonably anticipated the problem. This is in addition to a repair, replacement or refund.

The position you should be in with a reimbursement

Reimbursement should put you in the position you would have been in if the products or services had done what they are supposed to under consumer guarantees. This is usually a financial cost that may also include lost time or productivity. You are responsible for proving the amount claimed.

A reimbursement example

A consumer took their curtains to be dry cleaned. When they went to pick up their curtains, the curtains were damaged. The consumer is entitled to a remedy for the defective service, such as a refund for the dry cleaning fee, but also have the dry cleaner pay for the loss incurred. This could include the dry cleaner paying to replace the curtains.

How you can make a claim for reimbursement

To make a claim for reimbursement for damages and loss:

  1. Work out the amount of money you would need to return you to the financial position you were in before the problem occurred.
  2. Contact the business, either verbally or in writing, to explain the problem and present your claim for reimbursement. You may also want to ask for a refund or replacement.
  3. Show proof of purchase with a receipt or bank statement.

If the supplier refuses to discuss reimbursement or you cannot negotiate an agreement with them, you can:

  • seek formal dispute resolution, or
  • take legal action.

What is not covered

Businesses do not have to pay for damages or losses that:

  • are not caused by their conduct, or their products
  • relate to something independent of their business, after the goods left their control. 

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.

Make a complaint

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. 

Make an enquiry
 

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