Still waiting on a

Cash Converters

refund?

Cash Converters Australia runs a 90-day warranty on most second-hand goods, sitting alongside your independent rights under Australian Consumer Law (ACL). Knowing which applies to your situation determines how you approach the store, and how much leverage you have.

When you are eligible for a refund:

• Faulty item within 90 days: The item develops a fault or defect within the warranty period not caused by misuse, accidental damage, or normal wear and tear.
• Misdescribed item: The item does not match its advertised description. For example, listed as sterling silver but delivered as gold-plated metal.
• Not fit for purpose: The item cannot perform the function it was sold to perform.
• Safety risk: The item poses a risk to the user.
• Proof of purchase provided: Receipt or dispatch sheet is available at time of return.
• All components included: All accessories, manuals, cables, and original packaging are returned with the item.
• Online purchases — 14-day contact window: For webshop orders, contact must be made within 14 days of receiving the item.

When you are NOT eligible for a refund:

• Change of mind: Cash Converters does not offer change-of-mind refunds. If you simply no longer want the item, you have no entitlement under store policy.
• "As is" or "parts only" items: Items marked at the time of sale with disclosed faults carry no warranty coverage for those faults.
• Damage caused by misuse: Faults resulting from accidental damage, liquid damage, or normal wear and tear are excluded.
• Unsealed media or software: Unsealed audio, video, DVD, or video game/software products are excluded.
• Battery faults beyond 30 days: Batteries in used devices are treated as consumables and carry only a 30-day warranty — not the full 90 days.

Your ACL rights are independent of store policy. Even where the Cash Converters warranty excludes an item, Australian Consumer Law separately entitles you to a remedy (repair, replacement, or refund) if goods fail to meet acceptable quality standards. No retailer can override these statutory rights.

In-Store Purchases

1. Return to the original store. Contact Cash Converters or visit the specific branch where the item was purchased. Use the store locator to find branch contact details. Bring your receipt and a clear description of the fault.
   
   
2. Request a remedy. The store may first offer a repair or replacement before a refund. If neither is possible or appropriate, request a refund directly. Keep a record of all conversations, including dates and staff names.
   
   
3. Return the item with everything included. Bring the item in its original condition with all accessories, cables, manuals, and the original receipt or dispatch sheet.
   
   
4. Receive your refund. Once accepted, the refund is returned to your original payment method. Allow 3–5 business days for your bank or financial institution to reflect the credit.
   
   

Online Purchases

1. Contact the webshop within 14 days of receiving your order. Email Webshop@cashconverters.com with your order number, a clear description of the fault, and proof of purchase.
   
   
2. Arrange the return shipment. Ask for a prepaid return label upfront. Cash Converters has provided these in documented cases for faulty or misdescribed goods. Use tracked delivery to protect yourself.
   
   
3. Include the dispatch note and all accessories in your return parcel.
   
   
4. Await refund processing. Once the item is received and inspected, the refund is issued to your original payment method within 3–5 business days.
   
   

If the Store Refuses Your Request

• Escalate to the store manager, then the regional manager.
• Submit a formal complaint via complaints@cashconverters.com or call 13 22 74 (Mon–Fri, 9:00am–7:00pm AEST).
• Use the online complaint form for a written record.
• If your dispute involves a financial or credit product and remains unresolved, escalate to the Australian Financial Complaints Authority (AFCA) — free call 1800 931 678.

• Refund processing (approved claims): Once a refund is approved in-store, most banks and financial institutions credit the amount within 3–5 business days. Some process sooner.
• Complaint acknowledgment: Written complaints submitted to Cash Converters are acknowledged within 24 hours.
• Full complaint resolution: Where a refund requires escalation through the formal complaints process, resolution typically occurs within 30 days. Hardship-related complaints are targeted within 21 days.

Factors that speed up your Cash Converters refund timeframe:

• Returning to the exact branch where the item was purchased.
• Having your receipt or proof of purchase ready before you make contact.
• Bringing all original accessories and packaging.
• Describing the specific fault clearly
• Acting promptly within the 90-day warranty window.

Factors that cause delays:

• Missing proof of purchase or incomplete accessories.
• Returning to a different branch than the one that sold the item.
• Item showing signs of damage or misuse beyond the stated fault.
• Escalated complaints can extend resolution timelines up to 30 days.

Cash Converters refunds are always returned via the original payment method used at the time of purchase. There is no option to redirect a refund to a different payment method.

• Credit or debit card: Refund returned to the same card used at purchase.
• Cash (in-store transactions): For purchases made with cash, a cash refund applies.
• Online payment methods: Webshop refunds are returned to the payment method used at checkout.

No store credit or voucher alternative is available under Cash Converters' standard Australian refund policy.

Important: If your original payment card has been cancelled or replaced since purchase, contact the Cash Converters webshop team or the complaints team directly before attempting a return. This can complicate processing and is better resolved before you initiate the return.

• Item sold as "as is" without full testing: Customers purchase items only to discover undisclosed faults. Staff may argue the item was "sold as pictured" to avoid warranty obligations. Ask staff to demonstrate electronics working before you complete the purchase.
  
  
• In-store staff refusing valid warranty claims: Documented cases show store-level staff declining refunds on faulty items within the 90-day warranty period, citing internal discretion. If this happens, cite Australian Consumer Law explicitly and request escalation to the store manager. If still unresolved, email complaints@cashconverters.com immediately.
  
  
• Missing or misrepresented item components: Items advertised with accessories (cables, remotes, chargers) sometimes arrive incomplete. Thoroughly inspect all components at point of pickup or delivery, and photograph any discrepancies immediately.
  
  
• Online listing inaccuracies: Items listed with incorrect material, condition grade, or specifications are a recurring complaint. Where a misdescribed item entitles you to a remedy under ACL, the key is keeping screenshots of the original listing before it is edited or removed.
  
  
• Return postage costs on low-value items: For some online purchases, return shipping costs approach or exceed the item's value. Request a prepaid return label at the outset. Cash Converters has provided these in confirmed cases for faulty or misdescribed goods.
  
  
• Battery warranty exclusion not disclosed at sale: Batteries in second-hand devices carry only a 30-day warranty, not the full 90 days. This limitation is not always proactively disclosed at point of sale. If battery performance is important, ask specifically before purchasing.