​

Customer Support: Purchases, Exchanges & Refunds

Your Rights Under Australian Consumer Law

• Overview

• At [Company Name], we’re committed to delivering high-quality products and exceptional service. This page outlines your rights and our responsibilities regarding purchases, exchanges, and refunds, in line with Australian Consumer Law. Our goal is to ensure transparency and fairness in every customer interaction.

• Purchases

• Your Rights

• When you buy from us, your purchase is automatically protected by consumer guarantees under Australian law. These guarantees ensure that goods must be:

• Of acceptable quality

• Fit for purpose

• As described

• If your product fails to meet these guarantees, you may be entitled to a repair, replacement, or refund.

• What You Should Know

• Always keep your receipt or other proof of purchase

• You may need to provide this when making a claim

• Consumer guarantees apply regardless of any additional store policy

• Exchanges

• Our Exchange Policy

• We understand that sometimes a product may need to be exchanged. We offer flexible exchange options under the following conditions:

• The item is unused, unopened, and returned within 30 days of purchase

• The item is faulty or fails to meet consumer guarantees

• Limitations

• Sale items may only be exchanged if faulty

• Custom-made or personalised items are generally not eligible for exchange unless a major fault is present

• Refunds

• When Refunds Are Available

• You are entitled to a full refund if:

• The product has a major fault that can’t be repaired

• The product does not match its description or purpose

• There is a breach of the consumer guarantees

• Conditions for Refund

• Proof of purchase is required

• Refunds do not apply for change-of-mind purchases unless specifically stated in our store policy

• Refunds will be issued using the original payment method

• How to Make a Claim

• To request a refund or exchange:

• Contact our Customer Support team

  • Email: [support@[companyname].com]

  • Phone: 1800-123-456

• Provide your order details and describe the issue

• Include a proof of purchase and clear photos if the item is damaged or defective

• Resolution Timeframes

• Claims are reviewed and assessed within 7 business days

• Remedies are provided in accordance with Australian Consumer Law

• Additional Information

• Your Consumer Rights

• Please note: Our store policies cannot override your rights under Australian Consumer Law. If you feel your rights are not being upheld, you may contact the Australian Competition & Consumer Commission (ACCC) for further guidance.

• Contact Us

• We’re here to help. For any questions or concerns about your purchase, exchange, or refund, reach out to us:

• Email: support@[companyname].com

• Phone: 1800-123-456

• Thank you for choosing [Company Name]—we value your trust and satisfaction.

• Let me know if you’d like this tailored to reflect a specific brand tone (e.g. more casual or more formal), or if you want to add sections like shipping, cancellations, or FAQs.