major failure australian consumer law Page 468

Under the Australian Consumer Law, a “major failure” is when a product or service misses the mark so badly that a reasonable person wouldn’t have bought it, it’s significantly different from the description/sample, it’s unfit for its normal (or your disclosed) purpose and can’t be fixed quickly, or it’s unsafe.

When that happens with goods, you get to choose: refund or replacement—none of this “we’ll send it away for six weeks” carry‑on.

For services, you can cancel and get a refund for the unused portion, or claim compensation for the drop‑kicked performance.

Minor failures are different: the seller can repair, replace or refund, provided it’s sorted in a reasonable time.

Keep your proof of purchase, document the fault, and if the retailer plays dumb, remind them the guarantees come from the law, not their returns policy.