I bought a wedding gown from a local bridal shop after trying it on twice on separate occasions. When I went in to pick it up, they took it off the rack and packed the gown in a nice bag. I questioned them if the gown was brand new and they assured me it was. I asked if it was the same gown I tried on a week ago - and they said, "yes, it was". But they insisted it was brand new. It was my first time buying a gown, so I took their word for it. Big mistake. The next morning as I was going to take photos of the gown for friends, I was confronted with loose threads and broken laces upon unzipping the bag. I thought maybe it was just a couple of them. Unfortunately, upon closer inspection, there were broken laces throughout the gown - front and back, top to bottom. This gown was fluffing from the broken end of the nylon threads/strings forming the border of flower patterns on the lace. It is definitely showing signs of being handled multiple times, even 2 of the buttons were stained brown. I rang them immediately to express my concern and took it back. They still insisted it was not a display or sample gown, it was brand new and the condition the gown in was "to be expected" - their exact words. I know comparatively $1200 for a gown is considered cheap. That is the reason I bought non-designer gowns to avoid the big price tag - not french made fabric or lace, but would still be cosmetically presentable. They said they would fix it - and they did, by cutting off all the fluffed ends, so as you can imagine a supposedly flower-patterned lace with the nylon string as its border, is now left with 'broken petals'/fragmented. They insisted me to take it but I refused. Given the fact that I paid full-price for the gown, I trust I am entitled to a gown in a 'brand new' condition as promised, without defects (well I can accept maybe 1 or 2). I don't know what to do now. I tried resolving with them but the lady denied there is anything wrong with the laces, (when they clearly wrote on my receipt "fix lace and beadings') and called me a 'trouble maker' when I told her I have pictures to proof what I am saying. I feel deceived by them - providing a sample gown with defects when I was promised a brand new gown. Worst still is their constant denial without apology. What should I do under Australian Consumer Law now? What is the chance I have in getting my money back?