Question: My manufacturer is refusing to deal with returns or refunds, whose responsibility is this?Answer:
In relation to consumer issues the first stop in relation to returns and refunds is the responsibility of the retailer e.g. the person with the direct connection/relationship with the consumer. In some circumstances the manufacturer may be involved as they are responsible for ensuring that particular parts are available and sometimes need to assist with replacements. However, the manufacturer is not responsible for the day-to-day response of consumers asking for returns, refunds or replacements. These responsibilities are also set out under Australian Consumer Law.