We’ve noticed that you’re using an unsupported browser,
which may result in pages displaying incorrectly.

For a better viewing experience, we recommend upgrading to the latest browser version of:

Skip to main content
Call Call 1800 555 777
1800 555 777
or let us call you

Let Us Call You


Online shopping - know your consumer rights before you buy

in Business Law by Jessica Latimer on
Online shopping - know your consumer rights before you buy

Christmas shopping! Do you brave the crowds or head online?

In recent years, a growing number of us have chosen to to browse the internet insead of the aisles for Christmas presents, but many shoppers are unsure of their consumer rights and protections from products bought on the internet.

Australia does not have any specific laws covering internet shopping, but the good news is that consumers are still protected under existing consumer laws.

Australia’s consumer laws apply whether a purchase is made in a big department store, a small retail shop or over the internet.

Under existing consumer laws, online customers have the right to a repair, replacement or refund when making a purchase using their smartphone or tablet just as they would when shopping in a traditional store.

Australian vendors are obliged to repair or replace a product that is defective or does not live up to expectations. But changing your mind about a purchase doesn’t automatically entitle you to a refund.

Online shoppers who use a credit card can sometimes get their money back from a bank if a purchased item is not delivered and should report the transaction as a disputed transaction to their bank or credit card company for further action.

It’s important for online shoppers to take the time to investigate a site’s refund and returns policy and be aware that returning a product usually mean paying for the postage.

However, problems can arise when buying from an overseas-based online store.

Australia’s consumer laws apply to overseas traders who do business in Australia but it is difficult to apply those laws in Australia. A complaint can be lodged with econsumer.gov, an international agency that gathers and shares cross-border e-commerce complaints.

Buyers who purchase products through online auctions like eBay can seek redress through the complaints services provided on the site.

Consumer regulators here and overseas, have recently shut down a number of bogus internet shopping sites and have taken action against those found to have engaged in misleading and deceptive conduct.

Shoppers should always buy from reputable online stores that offer secure payment facilities and a clear refund and returns policy.

If the site looks suspicious and the deal looks too good to be true then it’s best to avoid it.

Happy shopping!

Have your say