Consumer law says customers can get a replacement, repair or refund for:
- faulty products
- substandard services
- late deliveries
- being overcharged if the price wasn’t set beforehand.
You do not have to give a refund, repair or replace if the customer:
- changes their mind
- breaks it accidentally or on purpose
- doesn’t follow advice, eg. overloading,misuse
- takes it elsewhere to be fixed before coming to you.