My venue has cancelled my booking. Am I entitled to a refund of my deposit?

• If your wedding is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. However, you may also have other remedies outside of the Australian Consumer Law.
• For example, you may be entitled to a refund of your deposit under the terms and conditions of your booking.
• You should contact the venue directly to request a refund or other remedy, such as a credit note to postpone your wedding to a later date.
• If you had a right to a refund under the terms and conditions at the time you made your booking, businesses are not permitted to change the terms at a later time to deny you a refund.
• If you receive a credit note or voucher, it should have an expiration date which is long enough to allow you to use the credit note or voucher.
• Depending on your circumstances, you may also have other rights under common law, contract or state legislation.
• For example, you may have rights under contract law where the contract can no longer be performed.
• State and territory consumer protection agencies may be able to assist with guidance or conciliation involving relevant state legislation. Consumers may also wish to seek independent legal advice about whether they may have a remedy under common law, contract or state legislation.
• The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

My wedding has been cancelled or reduced in size. Am I entitled to a refund of the deposit I’ve paid separately to other vendors for products or services I no longer need, such as my florist, photographer, live band, car hire company, etc.?

• You should first approach the provider of each service to see if they are prepared to offer a refund or other remedy, such as credit note or voucher.
• Whether you are entitled to refund of your deposit will depend on the terms and conditions of your booking with each vendor.
• You may also have rights under contract law where the contract can no longer be performed.
• Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly.

I’ve purchased my wedding dress online from overseas and I’m worried it won’t be delivered. Can I cancel my order and get a refund?

• If a supplier has accepted payment for your wedding dress, they must supply it to you by the date they have indicated or, if no time was specified, within a reasonable timeframe.
• You should first contact your supplier to ask whether the dress is still able to be delivered and, if so, when you can expect to receive it.
• If the business advises that your dress can no longer be supplied, then the ACCC expects you will receive a refund or other remedy such as a credit note or voucher.
• The ACCC understands that many businesses are struggling to manage supply delays at this point in time due to circumstances outside their control. We urge consumers to remain patient and anticipate that it may take longer than usual for goods to be supplied.

I want to return my (un-worn) wedding dress, shoes, bridesmaids’ dresses etc. because I no longer need them. Am I entitled to a refund for these items?

• You are not entitled to a refund under the Australian Consumer Law if you wish to return wedding items that you have purchased but no longer require.
• Under the Australian Consumer Law, you are only entitled to a remedy if your product fails to meet a consumer guarantee. The remedy you’re entitled to will depend on whether you have a major or minor problem with the product.

My guests’ travel to my wedding has been cancelled due to a Government restriction or change of mind. Are they entitled to a refund?

• Please see our FAQ on travel cancellations and changes.

Am I entitled to a refund for travel I have booked for my honeymoon?

• Please see our FAQ on travel cancellations and changes.

I took out wedding insurance, but I’ve been told it doesn’t cover me for cancellations due to COVID-19. What can I do?

• You should first contact your insurer to check whether you are covered for your wedding cancellation under your wedding or event insurance policy.
• If you disagree with your insurer’s decision you should discuss your complaint with them and explain what you would like the outcome to be. As part of the insurer’s Internal Dispute Resolution they will have a certain number of days to respond to your dispute.
• If your dispute remains unresolved, you can contact the Australian Financial Complaints Authority (AFCA) for assistance. The AFCA Significant Event Hotline (1800 337 444) provides priority service for those financially impacted by COVID-19 and wish to make a complaint about financial products or services.

Last updated: 24th of June, 2020

Digital Content Coordinator: Zoe Kanlis

Featured Image: Muir Weddings