Faulty product refund? Know your consumer rights.
Upload your evidence and tell us what happened. We'll draft the right ACL refund, repair or replacement letter under the Australian Consumer Law — and tell you exactly who to send it to, whether that's the business, Fair Trading, the ACCC, or a tribunal like NCAT, VCAT or QCAT.
A knowledgeable friend walking you through consumer guarantees, major vs minor failure, and your refund, repair or replacement rights — not a law firm.
Choose your situation
Fair Go Helper is starting with faulty products and services. More everyday problems are on the way — tell us which one you'd use next.
Faulty product or service
AvailableA business won't give you the refund, repair, or replacement you're entitled to under the Australian Consumer Law? We'll help you draft the right letter and escalate it correctly.
Start a case →Haven't been paid?
Coming soonOwed money for a job you've done or goods you've supplied? We'll help you draft a letter of demand and escalate through the correct process if you're ignored.
Injured at work
Coming soonHurt on the job and not sure what you're entitled to? We'll help you understand your rights and the right steps to take.
Document the issue
Upload receipts, screenshots and photos. We'll pull out dates, amounts and reference numbers so you don't have to retype them — and you get to review everything before it's used.
Match your rights
We check your confirmed facts against a fixed table of consumer guarantees — major vs minor failure, goods vs service — and explain your remedy in plain English.
Escalate if ignored
One click drafts the next step: a letter to the manufacturer, a complaint to your state's Fair Trading office and the ACCC, or a tribunal bundle for NCAT, VCAT, QCAT and equivalents.
What Fair Go Helper doesn't do
We don't give legal advice. We don't send letters on your behalf — you always review and send them yourself. We don't handle laws outside Australia. Fair Go Helper is a self-help tool that turns public ACL guidance into concrete, printable next steps.
A note on legal advice
Every case is different. Fair Go Helper is a general information tool. If your dispute is complex, if you've been personally injured, or if a lot of money is at stake, please consider speaking with a solicitor or a free community legal centre before acting.
Common questions about ACL refunds
Straight answers about consumer guarantees, tribunals, and what a business actually owes you.
Can I get a refund for a faulty product in Australia?
Yes. Under the Australian Consumer Law, if a product has a major failure — it's unsafe, significantly different from its description, or wouldn't have been bought if the fault was known — you can choose a refund, replacement or to keep the item and claim compensation. For a minor failure, the business can choose to repair it within a reasonable time instead.
What is a major failure vs a minor failure under the ACL?
A major failure is a serious problem: the product is unsafe, can't do what it's meant to, is very different from the sample or description, or a reasonable buyer wouldn't have bought it knowing about the fault. Anything less serious that can be fixed in a reasonable time is a minor failure, where the business gets to choose repair, replacement or refund.
Does a 'no refund' or 'store credit only' policy override the ACL?
No. Consumer guarantees under the Australian Consumer Law cannot be excluded by store signs, receipts, or terms and conditions. If the product fails a consumer guarantee you're entitled to a remedy, regardless of the store's return policy.
How do I complain to NCAT, VCAT, QCAT or another state tribunal?
Each state and territory has its own consumer tribunal — NCAT (NSW), VCAT (Victoria), QCAT (Queensland), SACAT (SA), SAT (WA), ACAT (ACT), NTCAT (NT) and the Magistrates Court (Tasmania). You usually need to try to resolve it with the business first and lodge with your state's Fair Trading or Consumer Affairs office. Fair Go Helper prepares the letters and application bundle for the correct tribunal in your state.
How long do I have to claim a refund or repair under the ACL?
There's no fixed time limit. Consumer guarantees apply for a 'reasonable' period based on what a typical person would expect from that type of product and its price — a fridge is expected to last much longer than a cheap toy. Manufacturer warranty periods don't override this.
Do I complain to the retailer or the manufacturer?
Start with the retailer — they're primarily responsible under the ACL. If they refuse and the fault is a manufacturing defect, you can also pursue the manufacturer directly. Fair Go Helper drafts both letters and steps you through when to send each.