GuaranteesOnRecord

All subjects

Change of mind

26 established claims - 3 refused by the grounding gate

Documented position14

What the body that runs or defines the thing says in its own documentation.

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The ACCC states that if a business has a change of mind policy, the business must follow it.

other
1 quote from 1 source
However, if a business has a ‘change of mind’ policy, they must follow it.
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The ACCC states that after signing a sales agreement with a telemarketer or door-to-door salesperson, the consumer has 10 business days to change their mind.

other
1 quote from 1 source
After signing a sales agreement, the consumer has 10 business days to change their mind.
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The ACCC states that a consumer who buys from a…

  • telemarketer can change their mind and cancel the sales agreement for any reason without being charged anything.
  • door-to-door salesperson can change their mind and cancel the sales agreement for any reason without being charged anything.
  • salesperson who approached them in a public place can change their mind and cancel the sales agreement for any reason without being charged anything.
other
1 quote from 1 source
If a consumer buys a product or service from a telemarketer, a door-to-door salesperson, or a salesperson that has approached them in a public place, they can change their mind and cancel the sales agreement for any reason without being charged anything.
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The ACCC states that the cooling-off period for change of mind becomes 6 months if the salesperson does not tell the consumer about the cooling-off period.

medium confidenceother
2 quotes from 1 source
The cooling-off period becomes 6 months if the salesperson:
doesn’t tell the consumer about the cooling-off period
#

Kmart's change of mind returns policy carries an effective date of October 2025.

medium confidenceother
2 quotes from 1 source
Kmart change of mind returns policy
Policy effective date: October 2025
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Consumer Affairs Victoria states that a store generally does not have to give a refund or replacement if a customer simply changes their mind about a product.

other
1 quote from 1 source
Generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product.
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Consumer Affairs Victoria states that under the Australian Consumer Law a customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

other
1 quote from 1 source
Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.
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Consumer Affairs Victoria states that a store with a change-of-mind policy must abide by the policy.

other
1 quote from 1 source
Some stores and chains have an in-store policy to offer a refund, exchange or credit note if a customer changes their mind. If so, this policy should be clearly displayed at the point of sale or included on the business’ website (if it has one), so customers can read it before buying. Stores that have such policies must abide by them.
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Consumer Affairs Victoria states that an in-store change-of-mind policy cannot take away the customer's rights under the Australian Consumer Law.

other
1 quote from 1 source
However, the in-store policy cannot take away the customer’s rights under the Australian Consumer Law.
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Consumer Affairs Victoria states that a sign reading 'No refunds will be given if you have simply changed your mind' is acceptable.

other
1 quote from 1 source
Signs that state 'No refunds will be given if you have simply changed your mind' are acceptable.
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The ACCC states in its guide for businesses and legal practitioners that a supplier does not have to give a refund when a consumer simply changes their mind about the goods.

other
1 quote from 1 source
A supplier does not have to give a refund when a consumer simply changes their mind about the goods.
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The ACCC states in its guide for businesses and legal practitioners that a supplier that has a store policy offering a refund, replacement or credit note when a consumer changes their mind must abide by that policy.

other
1 quote from 1 source
But a supplier can have a store policy to offer a refund, replacement or credit note when this happens. If so, they must abide by this policy.

Disputed between sources1

Sources that do not agree, presented without picking a winner.

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The ACCC states that store policies saying 'no refunds or exchanges on sale items' are illegal.

medium confidenceother
3 quotes from 2 sources
It’s illegal for businesses to rely on store policies or terms and conditions which deny these rights. For example, policies which say ‘no refunds’ or ‘no refunds or exchanges on sale items’.
It is okay for an in-store policy to have some limits, such as:
'No change-of-mind refunds on sale items'

Repeated, with no primary source in reach11

Widely repeated in the field. Within the documents this sweep read, it traces only to other repetitions - which is a fact about our reading as well as about the idea, until each one has been searched for on its own.

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Myer states that Myer offers refunds or exchanges on most items within 30 days of purchase when a customer has changed their mind.

other
1 quote from 1 source
If you’ve changed your mind, we offer refunds or exchanges on most items within 30 days of purchase.
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Myer states that change of mind returns will not be accepted on merchandise designated as a clearance item.

other
1 quote from 1 source
Please choose carefully when purchasing merchandise designated as a clearance item (either marked as clearance or reduced to clear) as change of mind returns will not be accepted.
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Myer states that sales to individuals it believes to be resellers or bulk purchasers are final sales to which the change of mind policy does not apply.

other
1 quote from 1 source
Sales to individuals who Myer believes to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.
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Myer states that Myer may refuse to accept change of mind returns from a customer where Myer identifies an unreasonable or excessive return pattern.

other
1 quote from 1 source
Myer may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern
#
  • Kmart states that a change of mind product must be returned within 60 days of purchase.
  • Kmart states that for a OnePass Member, a change of mind product must be returned within 365 days of purchase.
other
1 quote from 1 source
You must return the product/s within 60 days of purchase, or 365 days if you are a OnePass Member
#
  • Kmart states that a change of mind return must be in resaleable condition.
  • Kmart states that for a change of mind return, resaleable condition means the item is in its original packaging including instruction manuals and all accessories.
other
1 quote from 1 source
The product must be in resaleable condition, meaning: - It is in its original packaging, including instruction manuals and all accessories; and
#

Kmart states that change of mind returns will not be accepted for a list of product categories.

other
2 quotes from 1 source
Change of mind returns will not be accepted for the following product categories:
Mobile phones and mobile internet modems, unless the packaging is unopened
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Kmart states that for change of mind returns the delivery fee is non-refundable.

other
1 quote from 1 source
For change of mind returns, the delivery fee is non-refundable.
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CHOICE states that neither a customer's change of mind nor finding a better deal somewhere else obligates a store to take a product back.

other
1 quote from 1 source
However, stores are under no obligation to take your product back if you’ve changed your mind or found a better deal somewhere else.

Refused3

Claims the research produced that the grounding gate would not accept, with its reason. They are here because a site that only shows what passed gives you no way to judge whether the gate does anything.

Show what was refused

Consumer Affairs Victoria states that an in-store policy may include the limit 'No change-of-mind refunds on sale items'.

Refused: The specific example is quoted from ACCC, not from the Consumer Affairs Victoria quote, so attributing it to CAV overreaches.

Unsupported: Consumer Affairs Victoria states that an in-store policy may include the limit 'No change-of-mind refunds on sale items'

What it rested on
It’s illegal for businesses to rely on store policies or terms and conditions which deny these rights. For example, policies which say ‘no refunds’ or ‘no refunds or exchanges on sale items’.
It is okay for an in-store policy to have some limits, such as:
'No change-of-mind refunds on sale items'

Consumer Affairs Victoria states that a store with a change-of-mind policy must display the policy at the point of sale or on its website so customers can read it before buying.

Refused: The quote says the policy 'should' be displayed, not that it 'must' be displayed.

Unsupported: must display

What it rested on
Some stores and chains have an in-store policy to offer a refund, exchange or credit note if a customer changes their mind. If so, this policy should be clearly displayed at the point of sale or included on the business’ website (if it has one), so customers can read it before buying. Stores that have such policies must abide by them.

The ACCC states in its guide for businesses and legal practitioners that a supplier can have a store policy offering a refund, replacement or credit note when a consumer changes their mind.

Refused: The quote says a supplier can have a store policy to offer a refund, replacement or credit note 'when this happens,' but it does not state that 'this happens' refers to a consumer changing their mind.

Unsupported: when a consumer changes their mind

What it rested on
But a supplier can have a store policy to offer a refund, replacement or credit note when this happens. If so, they must abide by this policy.