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Returns Policy for Website or App

Last revision Last revision 17/01/2024
Formats FormatsWord and PDF
Size Size4 to 6 pages
Fill out the template

Last revisionLast revision: 17/01/2024

FormatsAvailable formats: Word and PDF

SizeSize: 4 to 6 pages

Fill out the template

This Returns Policy is a document which is intended for use in a "business-to-consumer" (B2C) situation. The document outlines the procedures and conditions under which customers may return products that they have purchased via a website or mobile application. Customers returning a product might be seeking a replacement, a repair, an exchange for a different product, store credit, or a full refund.

In this Returns Policy, we detail when customers may be entitled to return their product, the instances when they may not, the steps required to initiate such a request, and the remedies they may be entitled to.

In addition to this Returns Policy, online business owners may require a range of other documents such as Website Terms and Conditions, Cookies Policy, Refund Policy, Shipping Policy and Privacy Policy. However, such documents are not included and must be obtained separately.

In some cases, customers might have rights under the Australian Consumer Law, such as the Consumer Guarantees. If so, this Returns Policy can be adapted as required.

When do the Consumer Guarantees Apply?

Consumer Guarantees apply in situations where products and services are typically acquired for personal or household usage. This also extends to businesses, provided the purchase satisfies certain criteria: the product or service costs under $100,000 (including GST), is a type generally used for personal, domestic, or household purposes, or if it's a vehicle or trailer primarily used for transporting goods on public roads. However, these guarantees do not cover items bought for resale, used in production/manufacturing, or as a means to repair or treat other goods.

Further information is available from the is available from the Australian Competition and Consumer Commission. If in doubt, seek legal advice.

How to Use This Document

This document is suitable for any individual or business that sells products online and needs a comprehensive Returns Policy.

Customers are not required to sign this document. It is provided to customers at the point of purchase or made easily accessible, such as through a link on the website or app, ensuring they are informed about the policy before making a purchase.

Once finalised, the document should be readily available to customers, either through a dedicated section on the website or app, or provided at the digital point of sale. Many website owners choose to include a link to their Returns Policy in the website footer, which is visible at the bottom of each page on their website.

Applicable Law

Purchases made after 1 January 2011 may be subject to the Australian Consumer Law, which sets forth a series of Consumer Guarantees.

Moreover, contracts for the sale of goods or services may be influenced by general principles of contract law as established in the common law.

Under the Consumer Guarantees of the Australian Consumer Law, it is required that:

  • Products be of acceptable quality, meaning they should be safe, durable, free from defects, look acceptable, and perform all the functions a normal consumer would expect.
  • Products must also match any descriptions given by salespeople, packaging, labels, and in advertisements; be fit for any purpose made known to the seller; come with full title and ownership; not have any hidden debts or extra charges; provide undisturbed possession; meet any extra promises made about performance, condition, and quality; and have spare parts and repair facilities available for a reasonable time after purchase, unless otherwise stated.
  • Services must be provided with acceptable care and skill, be fit for any agreed-upon purposes, and be delivered within a reasonable time when no fixed end date is agreed upon.

Further information about the Australian Consumer Law and the Consumer Guarantees is available from the Australian Competition and Consumer Commission.

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