---
title: What happens if a product is faulty or not fit for its intended purpose?
description: Learn how COS handles faulty products, including returns, refunds, repairs, refurbished replacements and claims for reasonable return expenses.
---
[Skip to content](https://help.cos.net.au/knowledge/what-happens-if-a-product-is-faulty-or-not-fit-for-its-intended-purpose#main-content)
[](https://www.cos.net.au/)
Open main navigation
Close main navigation
- [Contact us](https://www.cos.net.au/c/contact-us)
[Contact us](https://www.cos.net.au/c/contact-us)
How can we help you?
- There are no suggestions because the search field is empty.
1. [Frequently Asked Questions](https://help.cos.net.au/knowledge?hsLang=en)
2. [Return & Warranty](https://help.cos.net.au/knowledge/return-warranty?hsLang=en)
# What happens if a product is faulty or not fit for its intended purpose?
COS will accept product returns and provide you a credit, refund or repair where:
- The product is faulty or is not of acceptable quality, or
- The product is not fit for its intended purpose
COS may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. COS reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before return to COS.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our CRC team at the address below and need to be accompanied with supporting evidence.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
**COS reserves the right to:**
- Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
- [Delivery](https://help.cos.net.au/knowledge/delivery?hsLang=en)
- [Ordering](https://help.cos.net.au/knowledge/ordering?hsLang=en)
- [Return & Warranty](https://help.cos.net.au/knowledge/return-warranty?hsLang=en)
- [Accounts & Payments](https://help.cos.net.au/knowledge/accounts-payments?hsLang=en)
- [Furniture](https://help.cos.net.au/knowledge/furniture?hsLang=en)
- [Print & Promo](https://help.cos.net.au/knowledge/print-promo?hsLang=en)
- [COSnet](https://help.cos.net.au/knowledge/cosnet?hsLang=en)
- [Product & Stock](https://help.cos.net.au/knowledge/product-stock?hsLang=en)
- [Parent Portal](https://help.cos.net.au/knowledge/parent-portal?hsLang=en)
- [Back to School Assistant](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#main-content)
- [Getting Started BTS](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#getting-started-bts)
- [Troubleshooting](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#troubleshooting)
- [School Bulk Ordering](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#school-bulk-ordering)
- [User Management](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#user-management)
- [Orders Placed](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#orders-placed)
- [Checkout](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#checkout)
- [Order Status](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#order-status)
- [Building Orders](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#building-orders)
- [Navigation](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#navigation)
- [Summary View](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#summary-view)
- [Quick Actions](https://help.cos.net.au/knowledge/back-to-school-assistant?hsLang=en#quick-actions)
- [Diaries](https://help.cos.net.au/knowledge/diaries?hsLang=en)
- [BTS School Pack](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#main-content)
- [Uploading and Product Matching](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#uploading-and-product-matching)
- [Subject Management](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#subject-management)
- [Pack Details Grid](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#pack-details-grid)
- [Pack Organisation & Reordering](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#pack-organisation-reordering)
- [Finalising & Checkout](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#finalising-checkout)
- [Finalised Packs](https://help.cos.net.au/knowledge/bts-school-pack?hsLang=en#finalised-packs)
- [BTS Parent Portal](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#main-content)
- [Getting Started](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#getting-started)
- [Pack Management](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#pack-management)
- [Products](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#products)
- [Levies](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#levies)
- [Pack Status](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#pack-status)
- [Testing & Publishing](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#testing-publishing)
- [Parent Letters](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#parent-letters)
- [Common Troubleshooting](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#common-troubleshooting)
- [Reporting and Analytics](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#reporting-and-analytics)
- [Parent Communication](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#parent-communication)
- [Quotes & Printing](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#quotes-printing)
- [Pack Creation](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#pack-creation)
- [Drawstring Bags](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#drawstring-bags)
- [Student Quantities](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#student-quantities)
- [File Uploads](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#file-uploads)
- [Subjects](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#subjects)
- [Parent Portal Packs](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#parent-portal-packs)
- [Pack ID/ Pack Name](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#pack-id-pack-name)
- [Cloning](https://help.cos.net.au/knowledge/bts-parent-portal?hsLang=en#cloning)
Copyright © 2025, COS