Managing refunds and replacements

Having a clear returns policy for your business can save you time and money, while also creating an opportunity to highlight your focus on customer service.

To avoid confusion, familiarise yourself with Australian Consumer Law (ACL), display your refund policy to inform customers, and have a clear process in place to handle customers returning goods.

Under ACL, if a gift is being returned simply because the customer has changed their mind or a gift-recipient doesn’t like the colour, refunding or exchanging the item is at your discretion. You may wish to put a time-limit on ‘change of mind’ returns, for example seven or 14 days, and you can choose to replace the item, refund their money or issue a credit note.

Read More: https://www.smallbusiness.wa.gov.au/blog/managing-refunds-and-replacements