Had an issue with

Cash Converters

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Cash Converters operates a formal complaints process across all products and services in Australia, including secondhand goods, personal loans, and pawnbroking. Whether your issue started in-store or online, the right first step depends on where your transaction took place.

Step 1 — Contact the Store or Original Point of Service

For in-store transactions, speak directly with the store manager at the location where you made your purchase or pawn agreement.

• Many pricing, product, and warranty issues are resolved at store level without needing to escalate.
• Bring your receipt or dispatch sheet and any supporting documentation.
• If the store manager cannot resolve your issue, move to Step 2.

Step 2 — Contact the Cash Converters Complaints Team

If the store cannot help, escalate directly to the Cash Converters Company Complaints Officer:

• Email (general complaints): complaints@cashconverters.com
• Email (personal finance / loans): pfconline@cashconverters.com
• Phone (loans and personal finance): 13 CASH (13 22 74) — Monday to Friday, 9:00am–7:00pm AEST
• Phone (head office): +61 8 9221 9111 — Monday to Friday, 8:30am–5:00pm AWST
• Online form: Cash Converters Contact Us
• Mail: Cash Converters, PO Box 3151, Adelaide Terrace, Perth WA 6832

Step 3 — For Online or Webshop Issues

If your Cash Converters complaint relates to an online purchase, delivery, or dispatch error:

• Email (webshop): webshop@cashconverters.com
• Reference your order number and include photos if items arrived damaged or not as described.

Step 4 — For Refund and Warranty Claims

To receive a Cash Converters refund for a faulty item:

• Contact the originating store (details appear on your dispatch sheet).
• Return the item with all accessories included.
• Refunds are processed to the original payment method and typically complete within 3–10 business days.
• Cash Converters does not offer change-of-mind refunds. Only for items that are faulty, not as described, or that fail Australian Consumer Law guarantees.

Cash Converters runs a formal internal dispute resolution process that applies across the entire Cash Converters Group, including Green Light Auto Finance. All complaints are handled at no charge to the customer.

Key process stages and timelines:

• Acknowledgement: Written complaints are acknowledged within 24 hours of receipt.
• Assignment: A team member is assigned and the complaint is escalated to the relevant department for investigation.
• Dispute Resolution Officer (DRO): Complex or unresolved complaints are referred to the DRO, who independently investigates, determines a fair remedy, and communicates the written outcome.
• General complaints: Resolved and responded to within 30 days.
• Financial hardship complaints: Resolved and responded to within 21 days - a faster timeline that applies if you are struggling to repay a Cash Converters loan.
• Extended timelines: If more information is needed, Cash Converters will notify you and explain the delay.
• Written outcomes: All decisions are communicated in writing with reasons and available next steps if you remain unsatisfied.

If you are not satisfied with the outcome, you have the right to escalate.

These are the issues most frequently reported by Cash Converters customers across ProductReview.com.au, Trustpilot, Whirlpool Forums, and regulatory records.

High Interest Rates on Personal Loans

• Cash Converters personal loans — historically offered as Small Amount Credit Contracts (SACCs) — have attracted consistent complaints about total repayment amounts.
• Some customers reported borrowing $3,000 and repaying close to double that figure due to establishment fees and monthly charges.
• Cash Converters announced in May 2025 that it would exit the SACC market by October 2025, following sustained regulatory scrutiny from ASIC.

Secondhand Product Not as Described

• Customers purchasing secondhand goods online have reported receiving items that do not match their online listings.
• A recurring example involves jewellery listed as 9ct gold that turned out to be gold-plated.
• This type of Cash Converters secondhand goods complaint is covered by Australian Consumer Law - the item must match its description.

Pricing Discrepancies Between Online and In-Store

• Several customers have reported items advertised at one price online being repriced at checkout (in-store or at dispatch) without adequate disclosure.
• This has led to complaints about the checkout process and a lack of transparency.

Item Sold After Online Purchase Was Confirmed

• A documented issue involves online orders being accepted and paid for, only for the store to later inform the customer the item was sold to someone else.
• Customers in this situation have received refunds but report receiving no apology or additional remedy from the store.

Warranty Disputes on Secondhand Items

• Cash Converters offers a 90-day warranty on most secondhand items, but some products are sold "as is" or "parts only" without warranty coverage.
• Customers have reported confusion about which items are covered, particularly for electronics.
• A common complaint involves items developing faults just outside the 90-day warranty window, with stores declining exchanges or partial refunds.

Loan Credit Enquiry Appearing on Credit File

• Customers applying for Cash Converters personal loans have reported that applications, including declined applications, appear on their credit file with Equifax.
• Many customers were not aware this would occur before applying.

Line of Credit vs. Personal Loan Confusion

• Some customers have reported being set up with a line of credit product rather than a personal loan, and feeling that the distinction was not clearly communicated upfront.
• This has contributed to complaints about Cash Converters responsible lending obligations and transparency.