Make sure you research the retailer you’re buying from.
14 March 2025
In brief:
- This article lists some consumer rights.
- This story includes a few details to be aware of to help avoid shopping disappointment.
Whether you’re at the shops or buying something online, there are a few key things to help you avoid shopping disappointment.
Do your research
Read product reviews, shop around and ensure that a sale really is a bargain.
Read the terms and conditions of your purchase. Ensure you understand any fees you’ll be charged if you cancel or change your order.
Always make sure you ask for a receipt and keep it somewhere safe.
Know who you’re buying from when shopping online.
When buying a product or service online, research the retailer you’re buying from.
Only buy from websites that:
- are well known and legitimate
- have a good reputation
- display clear processes for solving problems.
Always check the website is secure, and screenshot or save any documentation, receipts or confirmation emails.
Some businesses sell products that they don’t have in stock, instead they have another business supply you the product. When deciding who to buy from, ask the business whether it holds the stock itself.
Check delivery timeframes
Before you make a purchase, check delivery timeframes, including cut-off dates around holidays like Christmas.
If you’re buying a gift, be aware of possible delays and always give yourself plenty of time to ensure the item arrives in time.
Be cautious with overseas websites
Overseas online businesses that provide goods or services directly to consumers in Australia must follow the Australian Consumer Law. However, you aren’t covered by the Australian Consumer Law if the business doesn’t directly offer their products and services in Australia.
If a business is overseas, you may have difficulty getting a refund, repair, or replacement for your product.
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 are entitled to a refund, repair or replacement if a consumer guarantee is not met. The remedy you’re entitled to will depend on whether the issue is major or minor.
If you do experience a problem with a product or service, you should always talk to the business first. Most traders want to do the right thing and fix any problems for their customers. If you are unable to resolve the problem, Access Canberra may be able to help.
Get help with a consumer issue.
For more information about your rights as a consumer, visit the Access Canberra website.
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