We understand that sometimes you may need to return a product you have purchased from a CPL store, to assist you, we have set out below the CPL Policy highlighting key points that you should know.

Our Returns Policy includes the rights you have under the Australian Consumer Law and other relevant laws.

Your Rights under the Australian Consumer Law - Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, CPL is entitled to choose between providing you with a repair, replacement or other suitable remedy.

If you suffer losses as a result of a failure of CPL to comply with guarantees, you can recover those losses from CPL. This type of loss is often known as "consequential loss". The losses that are recoverable are limited to those that are "reasonably foreseeable" to result from the failure. In other words, you can recover those losses that are a probable consequence of the failure. An example is where a TV installed by us falls off the wall and damages your entertainment unit. In that case, CPL may be required to compensate you for the damage to your entertainment unit. However, CPL would not be required to pay money to you for problems unrelated to CPL's own conduct or the goods that it has supplied.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. CPL adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

For any product return, please approach our sales/service counter at any of our stores. This includes products that carry a manufacturer's warranty. Any cost incurred by you in bringing the item to the service desk will be borne by you.

1. Please retain your receipt
   In order to obtain a refund, exchange or to repair a product purchased from CPL, including those products which carry a manufacturer's warranty, you must have clear proof of purchase - typically, but not always, a receipt.
   
   If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.
   
   For loss prevention purposes we will need to record your personal details. 
2. Product Assessment
   Once proof of purchase has been established, if the product fault can safely and clearly be determined instore, we will offer you either a refund, exchange, repair or Returns Card. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store (for example if it is an electrical or software item), we will need to consult with the manufacturer or repair agent to determine the fault and resolution.
   
   The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:
   
   1. There is no fault found
   2. There is a minor fault which can be easily repaired within a reasonable time frame
   3. There is a major fault found and the customer is to be offered a replacement or a refund
   4. The product has been damaged or abused through misuse.
   Where there is no fault found, the product will be returned to the Store to be returned to the customer.
   
   Where the manufacturer's assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer in relation to this assessment.
   
   When assessing product fault, it is up to you whether you would prefer to deal with CPL or the manufacturer directly. It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. CPL staff are happy to provide you with their relevant contact details to assist you.
   
   When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
   
   Unfortunately, CPL cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Dick Smith, the manufacturer or repair agent.
   
   If the product does not match its advertised description, CPL will provide you with a choice between a refund or Returns Card to the value of the item purchased.
3. What should I do if I am having difficulties with getting my product to work?
   If you are experiencing problems operating your product, we strongly recommend that you contact the manufacturer's customer helpline.
   
   It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic 'troubleshooting' by the manufacturer. The contact number is typically provided on your warranty card or our CPL staff can provide you with their relevant contact details to assist you.
4. What should I do if the product I am returning contains electronic data such as digital photos, digital music etc?
   If you need to return an item that is capable of retaining user generated data such as cameras, mobile phones, MP3 players etc, please note that assessment and/or repair of the item may result in the loss of data. CPL recommends you save any data as a back up, external to the device where possible.
   Repair Notice: Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
5. What should I do if I have changed my mind and want to return a product?
   Please choose carefully as CPL does not normally accept return of goods where you have simply changed your mind.
6. What happens if I have purchased a product online and need to return it?
   Items can be returned by mail. This can be coordinated through our Contact Centre on 03 8542 8688.
7. If I can't find my receipt, can I use a bank statement as proof of purchase instead?
   Unfortunately CPL will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. CPL cannot provide copies of receipts if lost or misplaced.