Write a formal letter/email of complaint to the retailer, with all the details and what outcome you want. Give them a reasonable time to response, 14 or 28 days as examples. There are many links on the Community about how to do this, including links to templates that are provided by the ACCC and CHOICE that can be found by searching. You should also seek competent legal advice, there are free Consumer legal advice centres in every State and Territory that can help you.
Some links that may assist you
CHOICE provides a webpage about how to go about things and links to services such as Civil and Administrative Tribunals (CATs). The ACCC provide a similar advice page.
If the retailer doesn’t respond or they don’t respond favourably, you can then start taking further action such as lodging a complaint with your Fair Trading Office.
You should also consider a chargeback against your debit or credit card with your financial institution, to recover your funds. Chargebacks have timeframes in which to take action, though for goods not received this may be extended a bit. They are not always successful, so ensure you provide detailed information about the problem and what you have done to try and resolve it.
