Apple must adopt new refund policy in Australia

The Australian Competition and Consumer Commission has found that Apple has misled consumers regarding their rights under the new Australian consumer law, and as a result, Apple must change its refund policy. The Sydney Morning Herald also reports that Apple will reassess all claims about faulty products purchased during the last two years. Starting on Jan. 6, Apple will assess older claims for the next 90 days. The ACCC found that Apple and its suppliers told customers the company did not have to replace, repair, or offer refunds for products with a “major failure,” when the opposite was true. Customers also should have been offered free repairs, replacements, or refunds for products with minor issues.

Among other issues, Apple told consumers that: a free refund could only be given if a product was returned within two weeks; a refund or replacement for damaged goods could only be provided within a year of purchase; the company wasn’t responsible for non-Apple products sold in Apple stores; and a store credit was the option for faulty products, instead of a full refund. The company will now provide consumers with the correct information about Australian consumer law. A report earlier this year claimed a circulated email to Apple staff instructed workers not to discuss the two-year warranty policy with customers. Apple has had similar issues in Italy and Belgium.

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