Consumer Guarantee Letter — $49
A few quick questions · $49 once · No card until the final step
Before you start: Consumer Guarantee Letter
Formal refund/replacement/repair demand under the Australian Consumer Law for faulty goods or services. Common reasons: a product broke, failed, or doesn't work as described; a business refused your refund or said "no refunds".
- Answer plain questions about your situationAbout 5 minutes, one question at a time. No legal knowledge and no card needed.
- See how your document is set out, then pay $49 onceBy card through Stripe. The full document is drafted in about 5 minutes.
- Read it and confirm itChange the wording yourself or ask for a redraft (2 edits included), then confirm it and we email you the final PDF. Nothing is sent to anyone else.
You can stop at any point before paying, at no cost.
What's included
- Formal demand letter citing specific ACL consumer guarantee provisions
- Major vs minor failure determination with legal reasoning
- Clear statement of your chosen remedy (refund, replacement, or repair)
- 14-day compliance deadline
- Escalation pathway to your consumer regulator and the tribunal or court
- Formatted as a professional PDF
What to have ready
- The key dates, and any amounts involved
- Any documents, emails or messages. Tell us in the chat what you have; the document can refer to them.
Common questions
Can a business really say "no refunds"?No. Under s 29(1)(m) of the Australian Consumer Law, it is illegal for a business to display a "no refund" sign or tell you they don't give refunds. Consumer guarantees cannot be excluded, restricted, or modified.
What's the difference between a major and minor failure?A major failure means you wouldn't have bought the product if you'd known about the problem. For major failures, YOU choose the remedy (refund, replacement, or reject). For minor failures, the business chooses.
How long do consumer guarantees last?There is no fixed time limit. Consumer guarantees last for a "reasonable" period depending on the product type, price, and expected lifespan. A $2,000 TV should last more than 12 months even if the manufacturer's warranty has expired.
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Previous rulings on matters like this
Published tribunal decisions we have summarised. Every matter turns on its own facts; these show what the tribunal looked at.
NCAT · Oct 2026Appeal dismissed: solar installer must still remove system and refund homeowner in full (NCAT, 2026)Outcome: Application dismissedNCAT · Sep 2026$12,055 order against a builder overturned because he never knew about the hearing (NCAT, 2026)Outcome: Applicant successfulNCAT · Sep 2026Appeal dismissed, but tribunal confirms electrician is not the builder named in a 2021 order (NCAT, 2026)Outcome: Application dismissed