# Can I get my money back for the installation service if the appliance I bought is faulty?

- Jurisdiction: Australia
- Practice area: Consumer Law
- Published: 2026-11-03
- Last updated: 2026-11-03
- Canonical: https://lawasked.com/au/consumer-law/can-i-get-my-money-back-installation-service

## Question

I am writing to you from Melbourne, Victoria, regarding a frustrating situation I have encountered with a local appliance retailer and an installation company. On the 12th of October, I purchased a high-end dishwasher from a major department store for $1,450. Because I am not handy with tools, I also paid a separate $250 fee to a local plumbing service to have the unit professionally installed and connected to my kitchen pipes on the 15th of October. Unfortunately, when we turned it on for the first time, the machine had a major manufacturing defect and leaked water everywhere, ruining my floorboards. I immediately notified the retailer, and they have agreed that the dishwasher is faulty and have processed a full refund for the machine itself. However, the plumber is refusing to refund the $250 installation fee, claiming that they performed the labour correctly and that the fault lies with the machine, not their workmanship. I have already tried explaining to the plumber that the service was only necessary to use the product, but they are being very difficult. Since the dishwasher has been rejected and I am getting my money back for the goods, am I legally allowed to cancel the contract for the installation service and demand my $250 back as well?

## Summary

Yes, you may be able to get your $250 back. Because you have already rejected the faulty dishwasher and received a refund for it, you have the right to terminate your contract for the connected installation services and demand a refund.

## Analysis

Under the Australian Consumer Law, you have specific protections when goods you buy are faulty. Since the retailer has already agreed the dishwasher is faulty and processed your refund, you have officially 'rejected' the goods [1]. 

Because the plumbing service provided services that are 'connected with the rejected goods' [1], the law allows you to end that service contract. Specifically, the law states that 'the consumer may terminate the contract for the supply of the services' [1]. This means you are not stuck paying for a service that was only intended to make a broken machine work.

Once you terminate the contract, you are entitled to your money back. The statute provides that 'the consumer is entitled to recover... a refund of: (a) any money paid by the consumer for the services' [1]. This applies to the $250 you paid the plumber. 

However, there is a limit to this recovery. You can only claim a refund 'to the extent that the consumer has not already consumed the services at the time the termination takes effect' [1]. In your case, the plumber has already performed the labour. While the plumber argues they did the work correctly, the law focuses on the fact that the service was connected to goods you have now rejected. 

It is important to note that the termination 'takes effect: (a) at the time the termination is made known to the supplier of the services' [1]. This means you must clearly tell the plumber you are terminating the contract based on these specific consumer rights.

## Statutory citations

- Competition and Consumer Act 2010 (Schedule 2 ACL), Schedule 2, Section 265 - Termination of contracts for the supply of services that are connected with rejected goods [in force] (https://www.legislation.gov.au/C2004A00109/latest/text)
  > If: (a) under section 259, a consumer notifies a supplier of goods that the consumer rejects the goods; ... (c) a person supplies, in trade or commerce, services to the consumer that are connected with the rejected goods; the consumer may terminate the contract for the supply of the services.
- Competition and Consumer Act 2010 (Schedule 2 ACL), Schedule 2, Section 265 - Termination of contracts for the supply of services that are connected with rejected goods [in force] (https://www.legislation.gov.au/C2004A00109/latest/text)
  > The consumer is entitled to recover, by action against the supplier of the services, a refund of: (a) any money paid by the consumer for the services

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