The biggest shopping season of the year is here. From Black Friday to the January sales, one thing stays constant: your consumer rights.
Here's what you need to know to shop smart (and safe) this season.
Do your research
Don't assume every 'sale' is a bargain. It’s important to do your research and compare prices across stores before you buy. Be aware that a sale price may be based on the recommended retail price (RRP), and not the actual price the business usually sells the item for, which means it might not really be a bargain after all.
Read product reviews, but don’t just look at reviews on the business’s own website or social media. Check independent review platforms or other online forums and from multiple sources.
Read the terms and conditions of your purchase and ensure you understand any fees you’ll be charged if you cancel or change your order.
Make sure you ask for a receipt and keep it somewhere safe.
Check delivery timeframes
Before you make a purchase, check delivery timeframes, including Christmas delivery cut-off dates before you buy. Be aware of possible delays and always give yourself plenty of time to ensure the gift arrives in time.
If a product ordered online doesn’t arrive within the specified time period, contact the business to try to resolve the issue.
Tips for buying online
Research the retailer you’re thinking of buying from. Only buy from websites that are well known, legitimate, have a good reputation and display clear processes for solving problems.
Always make sure the website is secure, and carefully read the terms and conditions and understand any cancellation or change fees before you click ‘pay now’.
Screenshot or save any documentation, receipts or confirmation emails in case any issues arise with your purchase.
Some businesses sell products that they don’t have in stock, instead they have an agreement with other businesses to supply the stock to their customers – this is known as ‘drop shipping’. When deciding who to buy from, consider asking the business whether it holds the stock itself. Check independent reviews to see if customers have experienced any issues with significant delivery delays or the quality of products. While there are many reputable drop shipping businesses, some sell counterfeits, knock-offs and poor quality items. So before you buy, check the supplier has a good reputation and clear processes for quality control.
Be alert to the warning signs for scams and protect yourself online. Scammers might pretend to be legitimate online sellers, either with a fake website that looks like a legitimate trader’s site, or a fake ad on a genuine retailer site. Make sure the website you visit has the correct web address in the address bar before you proceed to make a purchase.
Buying online from an overseas business
Online businesses based overseas that provide goods or services directly to consumers in Australia must follow the Australian Consumer Law (ACL). However, you aren’t covered by the ACL if the business doesn’t directly offer its products and services in Australia. This includes if you have a product sent to an overseas address first, before having it forwarded to you in Australia.
If a business is overseas, you may experience some practical difficulties getting a refund, repair or replacement for your product.
Some overseas businesses may appear to be Australian, but they are not, so don’t just rely on the name of the business. Visit ABN Lookup (external site) to see if they have an Australian Business Number (ABN).
Understand your rights
If you don’t get what you paid for with a product or service, you have rights. This applies even when an item is on sale.
Always check the store’s returns policy. Refunds aren’t always an automatic right. Businesses don’t have to give you a refund if you change your mind, buy the wrong size, or buy the wrong colour. Some businesses still offer refunds in these situations. This is their choice to provide good customer service, and not a legal requirement.
You’re entitled to a refund, repair or replacement if a consumer guarantee isn’t met – e.g. if an item is faulty or didn’t match the description given online. The remedy you’re entitled to will depend on whether the issue is major or minor.
If you experience a problem with a product or service you buy, you should always talk to the business first. Most traders want to do the right thing and fix any problems for their customers.
Read more about your consumer rights (external site) on SA.GOV.AU.
