The Rules On Replacements, Refunds And Repairs
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  Running Time: 9:01 Date: 01/02/2013 Whether you're selling to consumers or other businesses, your customers have rights and you have obligations. Understand them. Consumer Law for business-to-customer transactions, and many business-to-business ones, provides clear guidance on when replacements, refunds or repairs must be provided if goods don't meet their stated purpose, or prove faulty. But there are regular media reports of businesses being fined for not getting it right. Dr Michael Schaper, deputy chair of the ACCC and a former small business owner himself, says it's important to understand both your obligations and your rights, and there's plenty of information available from the ACCC. He also points out that, while observing the law is essential, going beyond it on occasion can also do a lot for your customer relationships. Topics: Customer Service, Legal, Marketing & Sales |
 Dr Michael Schaper, ACCC |