One of the busiest times of year for retail shopping is upon us in the lead-up to Christmas. You might be planning to take advantage of the upcoming Black Friday and Cyber Monday sales for Christmas gifts.
It’s not always easy to get a purchase right when buying for others. Perhaps the grandchildren have had a growth spurt and you select the wrong size clothes for Christmas. Maybe a toddler’s favourite colour has changed and you didn’t know!
Read on to learn about your rights when it comes to receiving refunds, whether shopping online or in-store.
When things go wrong
If you purchase a faulty product or a product isn’t supplied, you are entitled to a remedy such as a repair, refund or replacement under the Australian Consumer Law.
You’re able to choose your remedy for major issues, but for minor problems the business can choose to offer a free repair instead of a replacement or refund.
It’s helpful to know that the business must contact the manufacturer on your behalf. But if a business is no longer trading, you can contact the manufacturer directly for a refund or replacement.
An item’s age, price and condition need to be taken into account, but you are entitled to return a faulty item, even if the following applies:
- it’s been used (faults aren't always obvious at first)
- jewellery, underwear or swimwear have been worn
- packaging or tags have been removed
- it was a gift (although proof of purchase will still need to be provided)
- the item was bought online from an Australian business (not a private seller)
- it was bought from a second-hand store
If a contract is unfulfilled and goods cannot be supplied for some reason (for example, shipping delays), check the terms and conditions. If the conditions don’t cover the particular situation, you may still have rights to a remedy.
If you change your mind
Refunds are not guaranteed in certain situations. These include if you buy at auction, private sale or simply change your mind. Perhaps you accidently buy the wrong item or find the item cheaper elsewhere.
Some stores will still refund or exchange as a gesture of goodwill. Sometimes they add conditions, for example the item needs to be returned within a certain timeframe.
This is still more than they are required to offer under consumer guarantees. A store must honour any refund or exchange policy it states and it’s important to check these conditions before you make a purchase online or in-store, especially if you’re buying the item as a gift for someone else.
Other reasons a business can refuse to accept a return and issue a refund include:
- the store pointed out faults before you bought the item (e.g. discounted ‘scratch and dent’ items)
- you inspected the item before buying and didn't find faults you should have seen
- the item was used incorrectly
- you damaged the goods after you bought them
Proof of purchase
You will need proof of purchase to make a return, so try to keep it safe.
Proof of purchase can include:
- an original receipt or photo of the receipt
- a credit card slip or statement
- a lay-by agreement
- a warranty card showing information about the product, the date and purchase amount
- a reference number for phone or online payments
- a copy of a paid cheque or acknowledgement by store staff that they sold the item to you.
For more information contact Consumer and Business Services on 131 882 or go to https://www.sa.gov.au/topics/rights-and-law/consumer-rights