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Edited by:
Ajust Content Team
Last updated:
March 24, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

Table of Contents

Table of Contents

Cash Converters
customer support overview

Cash Converters Australia operates more than 150 stores nationwide and provides customer support through multiple channels, covering both its retail second-hand goods business and personal finance products. The Cash Converters contact page lists separate contact pathways depending on whether your query relates to a loan, an online order, a formal complaint, or a general head office matter — so using the right channel gets you to the right team faster.

On Trustpilot, Cash Converters Australia holds a rating of 4.8 out of 5 stars from over 1,199 reviews (as of March 2026), with 89% of reviewers awarding five stars. The strongest praise is directed at the personal loan team, particularly around speed of approval and compassionate service for customers in financial difficulty.

Key support channels at a glance:

  • Personal Finance / Loans: Phone 13 22 74, Monday to Friday 9:00am–7:00pm AEST
  • Online / Webshop orders: Email webshop@cashconverters.com
  • Formal complaints: Email complaints@cashconverters.com
  • General enquiries (Head Office): Phone (+61) 08 9221 9111, Monday to Friday 8:30am–5:00pm AWST
  • In-store support: Available at 150+ locations. Use the store locator to find your nearest branch
  • Help Centre: cashconverters.com.au/help

Common
Cash Converters
 customer issues and complaints

Product Misrepresentation

  • Items purchased online have arrived not matching their descriptions. Jewellery advertised as 9ct gold received as gold plate, and items described as sterling silver that were not.
  • This is a recurring theme on ProductReview.com.au, with several customers reporting that store and regional managers declined refunds at first contact.
  • Australian Consumer Law gives customers the right to remedy where goods do not match their description, regardless of store policy.

Warranty and Refund Disputes

  • Cash Converters offers a 90-day warranty on most second-hand goods, but customers report difficulty securing exchanges or refunds once the period expires, even when faults were present from day one.
  • Electronics (particularly phones) feature prominently in these complaints, with some customers describing being passed between store staff without resolution.
  • Documenting faults immediately on receipt and contacting the store promptly within the warranty window is essential for a clean escalation path.

Online Order Fulfilment Problems

  • Customers have purchased items online only to find the store had already sold the same item, constituting a breach of contract.
  • Incomplete orders (e.g., receiving one out of three paid items) and difficulty getting stores to dispatch goods have both been reported.
  • Webshop-related issues should be directed to webshop@cashconverters.com in the first instance.

Loan Eligibility and Credit File Concerns

  • Some long-term customers report that loan approval criteria have tightened since 2024, with small loan amounts being declined with limited explanation.
  • Customers have also noted that loan applications are now appearing on their Equifax credit file where they previously did not.
  • Queries about loan eligibility or credit reporting can be directed to the Personal Finance team on 13 22 74.

Low Buy-Back and Trade-In Offers

  • Customers looking to sell items frequently report receiving offers well below what comparable items sell for in-store.
  • Store staff aim for a markup on second-hand stock, which can make trade-in pricing feel misaligned with market value.
  • Getting independent valuations before visiting a store can help customers assess whether an offer is reasonable.

Website and Payment Issues

  • Some customers have reported broken checkout processes, with failed transactions via both credit card and PayPal leading to delayed purchases.
  • If online payment fails, contact webshop@cashconverters.com before retrying to avoid duplicate charges.

How to contact
Cash Converters
customer support

Personal Finance and Loan Support

  • Phone: 13 22 74
  • Email: pfconline@cashconverters.com
  • Hours: Monday to Friday, 9:00am–7:00pm AEST
  • Best for: loan applications, repayment queries, hardship arrangements, and credit file concerns

Online / Webshop Orders

  • Email: webshop@cashconverters.com
  • Best for: online order issues, missing items, fulfilment problems, and postage questions

Formal Complaints

  • Email: complaints@cashconverters.com
  • Phone: +61 8 9221 9111
  • Online form: Contact Us Now — https://www.cashconverters.com.au/about/contact-us-now
  • Mail: Cash Converters, PO Box 3151, Adelaide Terrace, Perth WA 6832
  • Best for: unresolved product disputes, warranty refusals, and escalations referencing Australian Consumer Law

General Enquiries (Head Office)

  • Address: Level 11, 141 St Georges Terrace, Perth WA 6000
  • Email: General.Enquiries@cashconverters.com
  • Phone: +61 8 9221 9111
  • Fax: +61 8 9221 9011
  • Hours: Monday to Friday, 8:30am–5:00pm AWST

In-Store Support

  • More than 150 Cash Converters stores operate across Australia.
  • Use the store locator to find opening hours and contact details for your nearest branch.
  • In-store is often the fastest channel for product faults, warranty claims, and trade-in queries.

Online Help Centre

Information Security Concerns

  • Email: security@cashconverters.com
  • Use for reporting data privacy or security-related concerns.

Cash Converters
key customer policies: refunds, returns, cancellations and more

Refund and Warranty (Cashies Warranty)

  • Cash Converters offers a 90-day warranty on most second-hand items sold in-store and online.
  • Within 90 days of purchase, customers may be entitled to a refund, exchange, or repair for a faulty item.
  • Items sold "as is" or "parts only" are exempt from the warranty for specified faults.
  • Change-of-mind refunds are not available. Faults or ACL grounds are required.‍

Australian Consumer Law Rights

  • The Cashies Warranty does not override customers' rights under Australian Consumer Law (ACL).
  • Under ACL, goods must be of acceptable quality, fit for purpose, and match their description.
  • Customers retain ACL remedies regardless of the store's internal policy, this is particularly relevant where store-level resolutions are refused.

Returns Process

  • Contact the original store of purchase to report the fault.
  • Return the item with all accessories (postage may be reimbursed for online purchases).
  • The store processes a refund to the original payment method, or offers repair or replacement.

Complaints and Dispute Resolution

Payments and Delivery

  • Online purchases accept PayPal and credit/debit cards; PayPal Pay in 4 is available online.
  • Afterpay is available in select stores for in-store purchases only.
  • Most items dispatched within 24 hours of payment; in-store pickup has a 30-day collection window.

Personal Finance Loans

Table of Contents

Cash Converters
 complaints submitted through Ajust

Recent experiences with
Cash Converters
customer service

Same-Day Loan Approval During Financial Difficulty

Siafua described the experience as "so helpful, especially when you are in serious financial situations," noting the non-judgemental and compassionate approach from the team.

Faulty Phone Declined After Warranty Period

A customer on ProductReview reported a $700 phone that was faulty from day one but was denied an exchange or refund after the 3-month warranty period closed, despite the fault being present from the start.

Jewellery Misrepresentation Resolved via Formal Complaint

A customer purchased earrings described as 9ct yellow gold that arrived as gold plate and underweight; both store and regional managers initially declined a partial refund. The customer escalated, citing Australian Consumer Law in writing, and the matter was resolved.

Official
Cash Converters
Customer Service Links & Contact Information

Cash Converters
Contact FAQs

What is the fastest way to contact Cash Converters customer service in Australia?

The fastest way to contact Cash Converters customer service depends on your issue type. For personal loan queries, call 13 22 74 Monday to Friday, 9:00am–7:00pm AEST. For online order problems, email webshop@cashconverters.com. For product faults or warranty claims, visiting your nearest store directly is typically the quickest path to a same-day resolution. Using the right channel from the start avoids delays caused by being redirected between teams.

Does Cash Converters have to give me a refund if my item is faulty?

Cash Converters is required to offer a remedy for faulty goods under Australian Consumer Law, regardless of its internal store policy. The Cashies Warranty covers most second-hand items for 90 days and entitles you to a refund, exchange, or repair. Crucially, Australian Consumer Law protections apply even outside that 90-day window if a fault was present from the time of purchase. Document the fault as soon as you notice it and contact the original store - or escalate in writing to complaints@cashconverters.com if the store declines your claim.

What should I do if Cash Converters refuses my refund or warranty claim?

If Cash Converters refuses your refund or warranty claim at store level, escalate the matter in writing to complaints@cashconverters.com and explicitly reference Australian Consumer Law. Cash Converters is required to acknowledge formal complaints within 24 hours and resolve them within 30 days. If the dispute involves a personal finance product and remains unresolved, you can escalate further to the Australian Financial Complaints Authority (AFCA) at no cost to you.

Will a Cash Converters personal loan application show up on my credit file?

Cash Converters personal loan applications can now appear on your Equifax credit file, which is a change some long-term customers have noticed since 2024. This is standard practice for licensed credit providers and means multiple applications in a short period can affect your credit score. If you have questions about how a loan application has been recorded on your file, contact the Cash Converters Personal Finance team directly on 13 22 74 or email pfconline@cashconverters.com.

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