GuaranteesOnRecord

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What if I have lost the receipt?

43 quoted answers, each with its source

The short answer

A business can ask for proof of purchase when a consumer requests a repair, replacement or refund, but the law does not define how much proof is enough; the consumer only needs to reasonably demonstrate they bought the item. Suppliers must provide a proof of transaction on request for purchases under $75 within 7 days, and automatically for purchases of $75 excluding GST or more, though the ACCC states the automatic threshold as over $75 while Consumer Affairs Victoria states it as $75 excluding GST or more. Clear photos, photocopies, electronic copies and receipt or reference numbers can be valid proof, but a supplier or manufacturer does not have to accept a claim if the consumer cannot show where the product was purchased, though it may still choose to do so. Retailer practice varies: Kmart as of October 2025 accepts Kmart branded products without proof only by providing an exchange voucher, while Officeworks and BIG W require proof and Target has refused photocopied receipts, a practice CHOICE describes as contrary to the Australian Consumer Law.

Every part of this comes from the quotes below. How we write these.

What the rules actually say21

Quoted straight from the ACCC, the Australian Consumer Law or a state consumer regulator.

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The ACCC's documented position on proof of purchase states that a…

  • product returned because of a problem does not have to be in its original packaging.
  • business is entitled to ask for some form of proof of purchase.
first-party
1 quote from 1 source
The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as a receipt.
#

The ACCC states that a business can ask for a receipt or another form of proof of purchase when a consumer requests a repair, replacement or refund.

first-party
1 quote from 1 source
If a consumer requests a repair, replacement or refund, the business can ask for a receipt or another form of proof of purchase.
#

The ACCC states that…

  • the law does not define how much proof of purchase is enough.
  • proof of purchase only requires the consumer to reasonably demonstrate that they bought the item.
first-party
2 quotes from 1 source
The law doesn’t give a definition of how much proof is enough – the consumer just needs to
reasonably demonstrate that they bought the item.
#

Proof of purchase can be original documents, photos, or photocopies.

first-party
1 quote from 1 source
The consumer can provide original documents, photos or photocopies.
#

The ACCC states that a receipt number or reference number given over the phone or internet is one of the forms of proof of purchase other than a receipt.

medium confidencefirst-party
2 quotes from 1 source
Other forms of proof of purchase include a:
receipt number or reference number given over the phone or internet
#

The ACCC states that proof of purchase…

  • can be requested by a consumer for any purchase under $75.
  • must be provided by the business within 7 days for any purchase under $75.
first-party
1 quote from 1 source
For anything under $75, the consumer can ask for a receipt, and the business must provide it within 7 days.
#

Consumer Affairs Victoria states that suppliers must provide a proof of transaction…

  • on request.
  • automatically for products or services valued at $75 excluding GST or more.
first-party
1 quote from 1 source
Suppliers must provide a proof of transaction if the consumer asks for one, or automatically for products or services valued at $75 (excluding GST) or more.
#

Consumer Affairs Victoria states that electronic copies and digital photographs are valid proof of transaction provided they are clear enough to show the purchase details.

first-party
1 quote from 1 source
Electronic copies and digital photographs are valid proof of transaction; however, they must be clear enough to show the purchase details.
#

Consumer Affairs Victoria states that a supplier or manufacturer…

  • does not have to accept a claim where the consumer cannot show where the product or service was purchased.
  • may still choose to accept a claim where the consumer cannot show where the product or service was purchased.
first-party
1 quote from 1 source
If a consumer cannot show where the product or service was purchased, the supplier or manufacturer does not have to accept the claim, but may still choose to do so.
#

Consumer Affairs Victoria states that someone who receives a product as a gift…

  • has the same rights to a refund or return as the person who bought it.
  • must still be able to prove where the gift was purchased.
first-party
1 quote from 1 source
Someone who receives a product as a gift has the same rights to a refund or return as a person who has bought the product directly. However, they must still be able to prove where the gift was purchased.
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Consumer Affairs Victoria states that a consumer may need to provide more than one form of proof to support a claim, for example where a credit card statement does not clearly itemise the product.

first-party
1 quote from 1 source
Sometimes you may need to provide more than one of these things to support your claim – for example, when a credit card statement does not clearly itemise the product.
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Consumer Affairs Victoria states that where a dispute arises about whether a claim should be accepted without proof of transaction, the consumer may seek the opinion of an Australian court or tribunal.

first-party
1 quote from 1 source
If a dispute arises about whether a claim should be accepted without proof of transaction, the consumer may seek the opinion of an Australian court or tribunal.
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The documented position of proof of purchase is…

  • attributed to Grant Rasmussen, manager of investigations at the Queensland Office of Fair Trading.
  • that nothing in legislation prevents retailers from providing receipts that may fade.
1 quote from 1 source
“There’s nothing in legislation that prevents retailers from providing receipts that may fade,” says Grant Rasmussen, manager of investigations at the Queensland Office of Fair Trading.
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CHOICE reports that it sent a shadow shopper to five stores in May 2013 with the story that a receipt for a faulty item had faded before she could return it.

1 quote from 1 source
In May 2013, CHOICE asked shadow shopper Lisa (not her real name) to contact five stores. Lisa told them she had bought an item that was faulty, but her receipt had faded before she had an opportunity to return it.

Practical effect5

What is observed to happen in practice, as distinct from what is documented.

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  • CHOICE states it has heard of some stores refusing to honour photocopied receipts as proof of purchase.
  • CHOICE describes the refusal by some stores to honour photocopied receipts as proof of purchase as contrary to Australian Consumer Law.
medium confidence
1 quote from 1 source
Photocopies should suffice as proof of purchase, according to consumer rights experts CHOICE spoke with, but we’ve heard of some stores (contrary to Australian Consumer Law) refusing to honour them.
#

CHOICE reports that Bunnings said…

  • it could reprint a receipt (proof of purchase) from the original receipt's information.
  • it could reprint a receipt (proof of purchase) from a credit card or bank statement.
  • reprinting a receipt (proof of purchase) was only at the manager's discretion.
1 quote from 1 source
Bunnings told Lisa it could use the original receipt’s information or a credit card/bank statement to reprint the receipt, but only at the manager’s discretion.

Changed on1

A dated change. This is where advice quietly stops being true.

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Kmart states that the consumer guarantee returns policy setting out its proof of purchase requirements has an effective date of October 2025.

medium confidenceother
2 quotes from 1 source
Non-Kmart branded products require adequate proof of purchase, including:
Policy effective date: October 2025

Disputed between sources2

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

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Proof of purchase must be given for…

  • anything costing over $75, according to the ACCC.
  • purchases of $75 excluding GST or more, according to Consumer Affairs Victoria.
medium confidencefirst-party
2 quotes from 2 sources
Businesses must give consumers a receipt for anything that costs over $75.
Suppliers must provide a proof of transaction if the consumer asks for one, or automatically for products or services valued at $75 (excluding GST) or more.

Often said, but we could not find it in the rules14

Lots of people say this. We went looking for an official source that backs it up and could not find one, so treat it as something people repeat rather than something settled.

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Target said that photocopied receipts are not accepted as proof of purchase when returning a faulty product.

1 quote from 1 source
We photocopied a receipt like some of the stores tell us to do, but when we went to return a faulty product to Target, it said it doesn’t accept photocopied receipts.
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Officeworks states that a customer must provide proof of purchase to receive a refund, replacement product or repair for a faulty product.

other
1 quote from 1 source
If you believe you have purchased a faulty product, you must provide proof of purchase to receive a refund, replacement product or repair.
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Officeworks states that where a customer cannot provide satisfactory proof of purchase Officeworks may at its absolute discretion provide an exchange or a gift card to the current value of the item.

other
1 quote from 1 source
If you are unable to provide a satisfactory proof of purchase, Officeworks may, at its absolute discretion, provide you with an exchange or Officeworks gift card to the current value of the item.
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BIG W states that returns must be accompanied by a receipt or other itemised, verifiable proof of purchase.

other
1 quote from 1 source
Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as a Everyday Rewards statement.
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BIG W states that it retains the right to refuse a refund for unverified purchases.

other
1 quote from 1 source
BIG W retains the right to refuse a refund for unverified purchases.
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Bunnings states that Bunnings recommends customers retain their receipt because Bunnings may require proof that the product was purchased from Bunnings.

other
1 quote from 1 source
We recommend you retain your receipt, as we may require proof that you purchased the product from us.
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The Good Guys states that a customer seeking a copy of an older in-store tax invoice will be required to have the transaction date.

other
1 quote from 1 source
You will be required to show your ID and have the transaction date in order for us to search for an old tax invoice.
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Officeworks states that satisfactory proof of purchase is the original register receipt or an online proof of purchase such as a tax invoice.

other
1 quote from 1 source
You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
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Bunnings states that the original credit card must be present to receive a refund.

other
1 quote from 1 source
Note: Original credit card must be present to receive a refund.
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The Good Guys states that its My Account page stores a customer's order history linked to the contact details given at purchase for up to 24 months.

other
1 quote from 1 source
The My Account page stores all your order history linked to those same contact details for up to 24 months.
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Kmart states that it…

  • will accept returns of Kmart branded products that meet consumer guarantee return requirements without proof of purchase.
  • provides an exchange voucher in cases where it accepts returns of Kmart branded products that meet consumer guarantee return requirements without proof of purchase.
other
1 quote from 1 source
Kmart will accept returns of Kmart branded products (Anko, OXX, etc) that meet consumer guarantee return requirements without proof of purchase. In such cases, an exchange voucher will be provided.
#
  • Kmart states that non-Kmart branded products require adequate proof of purchase.
  • Kmart states that proof of purchase in the form of a photo of the receipt must include the barcode.
other
2 quotes from 1 source
Non-Kmart branded products require adequate proof of purchase, including:
A clear photo of the full Kmart receipt, which must include the barcode;