Who pays to send a faulty item back?
19 quoted answers, each with its source
The short answer
Under the ACCC position as of July 2026, for faulty goods the consumer is responsible for returning products that can be posted or easily returned, while the business is responsible for paying shipping or collecting faulty products that are large, heavy or hard to remove; if the business confirms the product has a problem, it must reimburse the consumer for any reasonable return costs already paid. The ACCC's 2016 guide states that the consumer must return the goods unless the cost of returning, removing or transporting is significant, in which case the supplier must collect them at its own expense and within a reasonable time, and the supplier is responsible for returning goods to the manufacturer for repair. If the retailer finds no issue and the retailer paid shipping, the consumer may have to reimburse the retailer for transporting and inspecting the item; for change of mind returns, Kmart says the delivery fee is non-refundable and Amazon AU says return shipping fees apply to most change of mind returns. In 2019 Kogan said it would not refund delivery costs for a store credit or refund, while CHOICE said consumers should not be out of pocket for returning faulty goods and noted the ACL did not specifically reference return delivery costs.
Every part of this comes from the quotes below. How we write these.
What the rules actually say9
Quoted straight from the ACCC, the Australian Consumer Law or a state consumer regulator.
The ACCC states that consumers are responsible for returning products that can be posted or easily returned.
1 quote from 1 source
Consumers are responsible for returning products that can be posted or easily returned.
- Repair, replace, refund, cancel | ACCC accc.gov.au
the ACCC states that businesses are responsible for…
- paying the shipping costs of faulty products that are large, heavy or hard to remove.
- collecting faulty products that are large, heavy or hard to remove.
1 quote from 1 source
Businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove, such as:
- Repair, replace, refund, cancel | ACCC accc.gov.au
The ACCC states that if a business confirms the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.
1 quote from 1 source
If the business confirms that the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.
- Repair, replace, refund, cancel | ACCC accc.gov.au
The ACCC advises consumers to keep receipts for postage or transport costs so they can be repaid by the business.
1 quote from 1 source
Consumers should keep receipts for postage or transport costs so that they can be repaid by the business.
- Repair, replace, refund, cancel | ACCC accc.gov.au
the consumer must return the goods to the supplier unless the cost of returning, removing or transporting is significant.
1 quote from 1 source
The consumer must return the goods to the supplier unless the cost of returning, removing or transporting is significant
On the subject of who pays for return postage, the ACCC states in its guide for businesses and legal practitioners that if the cost to the consumer would be significant, the supplier must collect the goods…
- at their own expense.
- within a reasonable time.
1 quote from 1 source
If the cost to the consumer would be significant, the supplier must collect the goods at their own expense and within a reasonable time.
The ACCC states in its guide for businesses and legal practitioners that the supplier is responsible for returning goods to the manufacturer for repair.
1 quote from 1 source
It is the supplier’s responsibility to return goods to the manufacturer for repair.
Disputed between sources2
Sources that do not agree, presented without picking a winner.
- CHOICE records Kogan as saying that, regarding who pays for return postage, Kogan will not refund delivery costs in the case of a store credit or refund.
- CHOICE says that, regarding who pays for return postage, a consumer should not be out of pocket for delivery costs when returning faulty goods.
2 quotes from 1 source
Kogan says: They won’t refund delivery costs in the case of a store credit or refund.
Australian consumer law says: Though not specifically referenced in the ACL, we don’t think you should be out of pocket for delivery costs if you have to return faulty goods.
Often said, but we could not find it in the rules8
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.
CHOICE states that, regarding who pays for return postage, if a consumer has paid for the shipping and the retailer finds the product does have a problem, the retailer must reimburse the consumer for posting it to them.
1 quote from 1 source
If you’ve paid for the shipping and the retailer finds that the product does have a problem, then they must reimburse you for posting it to them, so keep any receipts.
- Refunds and returns in Australia – your rights choice.com.au
On the question of who pays for return postage, CHOICE states that if the retailer finds no issue and the retailer paid for the shipping, the consumer may have to reimburse the retailer for transporting and inspecting the item.
1 quote from 1 source
If the retailer finds no issue and they paid for the shipping, then you may have to reimburse them for transporting and inspecting the item.
- Refunds and returns in Australia – your rights choice.com.au
CHOICE states that, as to who pays for return postage…
- a consumer is responsible for returning a small, easy-to-post faulty item.
- the business is responsible for taking back something bigger such as a bed or television.
1 quote from 1 source
If your faulty item is small and easy to post or transport, you are responsible for returning it to the retailer. But if it’s something bigger, such as a bed or television, the business is responsible for taking it back, but they should still keep you in the loop with how much that process will cost.
- Refunds and returns in Australia – your rights choice.com.au
CHOICE states that return delivery costs are not specifically referenced in the Australian Consumer Law.
1 quote from 1 source
Though not specifically referenced in the ACL, we don’t think you should be out of pocket for delivery costs if you have to return faulty goods.
Amazon AU states that return shipping fees apply to most change of mind returns.
Amazon AU states that a customer whose item is not eligible for Free Returns is responsible for any return shipping costs.
1 quote from 1 source
If your item is not eligible for Free Returns, you are responsible for any return shipping costs.
Kmart states that for change of mind returns the delivery fee is non-refundable.