I purchased a Dewalt DCM5713N-XE Line trimmer on 19 October 2025 for $469 on the basis of the shop assistant's advice that I could buy a brushcutter adaptor if I chose to in future. On 5 January 2026, I attended the store and asked for the adaptor for that model. They checked my record to confirm the line trimmer model, located the the DT20657-QZ and sold it to me for $49 as the correct adaptor.
As the adaptor did not fit the line trimmer, I took it back on 1 February 2026. They conceded that it was their error. They also said the advice they had given me on 19 October was incorrect and that there was no brushcutter adaptor for that model of trimmer. They offered a store credit for $49 but refused a refund. Instead they referred me to their returns policy which states, in part: "We do not accept returns, exchanges, or refunds on any products purchased from Sydney Tools". I pointed out that the sentence in question goes on to say "unless required by law" and that I believe the Consumer Law would require a refund in this case as the item in question was not fit for the purpose I disclosed prior to purchase. As they still refused a refund, I reluctantly took the store credit.
I called their customer service number on 2 February and spoke to Angelica, who seemed surprisingly hostile for a customer service officer. When I mentioned my rights under the consumer law, she hung up. I called back and spoke to Sarah who was very courteous and apologetic but insisted that they simply don't give refunds. On 3 February, I received an email message, again denying a refund.
As the approach of Sydney Tools regarding refunds in cases like mine appears to represent a systemic disregard for the Australian Consumer Law, I lodged a report with the ACCC. They have responded stating, among other things, that:
"If you tell a supplier that you want a product for a particular purpose—and you buy it based on the seller’s advice—the product should meet your needs. If it does not, the product does not meet the consumer guarantee of fitness for purpose and the seller must fix the problem." ; and
"If a product you own has a major problem, you have the right to ask for your choice of a replacement or refund." ; and
"A product has a major problem when it" ......... "does not do what the business said it would, or what you asked for, and cannot easily be fixed."
I accept that $49 is a small amount and that I will claim the store credit at some point in future. Nevertheless, although I have spent significant amounts of money at Sydney Tools over a number of years without any issues, I do not intend to shop there again. I simply do not trust them to comply with the law if issues do arise in future. There are other tool sellers in Canberra with return policies and practices that exceed the requirements imposed by law and that price match. I would advise anyone wishing to buy tools to put Sydney Tools at the bottom of their list.
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