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.