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Some Common Questions Regarding Your Rights As A Consumer

Disclaimer: This content has been prepared by third party lawyers, not by ARAG nor by the Insurer. It is intended to provide a general guide to the subject matter and is not intended to constitute legal advice, and you should not rely on this information as a substitute for obtaining your own legal advice. If any of the below issues apply to you, then you should obtain legal advice about your specific circumstances. ARAG and the Insurer disclaim any liability for damages howsoever arising out of or in connection with the use and/or reference to any of this content.

Published on 01.07.2020.

I purchased a new desk from an online store so that I could work from home. When it arrived, it was significantly smaller than what was advertised, it was covered with scratches and it was not the advertised colour. Do they have to provide me with a refund?

Since the desk was significantly different from what was described on the website, under Australian Consumer Law, the store must provide either a repair, replacement or a refund.

I bought a pair of jeans from an online shop and they arrived with a large stain. Am I entitled to any compensation?

Your jeans are likely to be considered faulty and you should be entitled to a replacement or refund. You should discuss your concerns with the store to organise an arrangement that suits both your needs.

I want to return my item because it is broken, but I have lost my receipt. I tried to take it into the store, but they would not accept it. Are they obliged to accept my refund?

If you have lost your receipt, stores may accept a return. However, they are not legally obligated to do so. Even if your item is broken, there needs to be a valid proof of purchase that you can present to the store. Depending on the store, it may accept proof of a credit card transaction on a credit card statement.

I want a refund, but the shop is only offering me option of store credit. Are they allowed to do that? My product is faulty, and I want my money back.

Your refund should be provided in the same form as your initial payment if the item is faulty. If you purchased something using a gift card, for example, then the most suitable refund would be in the form of a store credit. However, if you purchased something on credit card, you should receive a refund to this card.

I bought something online but have chosen to return it. Does the store have to pay for my shipping?

If you have returned your item because you found it cheaper elsewhere or changed your mind for another reason, the burden to pay for return postage is on you, unless the store offers free returns.

If you have decided to return your item because it is broken or faulty in some other way, the store should cover the costs of your shipping for you.

My partner and I bought a new home computer for our home office but have changed our minds. We want to buy a different brand. Are we entitled to a refund?

Unless the store offers refunds for change of mind, you are not automatically entitled to a refund. You will not be able to oblige the store to give you a refund in your circumstances, but you could ask the store about your options.

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Any advice contained on this website is general advice only and has been prepared without considering your individual objectives, financial situation or needs. Before purchasing or renewing a product we recommend that you consider if it is suitable for your circumstances and read the policy terms and conditions.