Key message:

• When you buy goods or services, those goods or services must meet certain standards called ‘guarantees’ under the Australian Consumer Law.
• Use this template letter if you purchased defective goods or services and you want a refund or replacement from the trader.
• This fact sheet should be read in conjunction with our factsheet entitled Taking your matter to VCAT.

Click here to download our sample letter: Defective good & services.

Information about your consumer rights can be found on the Consumer Affairs Victoria website:

• Refunds, repairs and replacements
• problems with a product (consumer guarantees)
• problems with a service (consumer guarantees)

Information about your consumer rights can be found on the Australian Competition and Consumer Commission website:

• consumer guarantees
• misleading claims and advertising

Warning: This fact sheet is for information only and should not be relied upon as legal advice. This information applies only in Victoria, Australia and was updated on 6 June 2017.