WITH the silly season of shopping truly underway, NSW Fair Trading is urging consumers to
make informed choices and paying special attention to their rights and refund policies.
It’s important to know that shoppers and retailers both have certain rights and obligations covered under the Australian Consumer Law (ACL) but a lot can be ignored in the last-minute shopping frenzies, says Matt Kean, Minister for NSW Fair Trading.
Kean says reading the finer prints on every item bought, gift cards and vouchers will avoid headaches and hassles later — when replacements and refunds are involved.
SO WHAT ARE THE RIGHTS....
■ While some larger retailers offer refunds as a gesture of goodwill to their customers, they are not required to offer a refund or exchange because the consumer has changed their mind.
■ Under Australian Consumer Law (ACL), a refund, repair or replacement must be offered if the consumer has purchased goods that are faulty or defective, different to the advertised description or are not fit for the intended purpose.
■ Consumers are entitled to a refund if the goods they buy are faulty or substandard, even if the item was purchased on sale or it is not in its original packaging. For these reasons, blanket no refund signs or signage that restricts consumer redress on sale items is illegal.
■ If an item is displayed for sale with more than one price tag or if the item scans at a different price to that displayed on the shelf, the retailer must sell the item at the lower price or withdraw it from sale.
Kean’s top tips for holiday shopping:
■ Have a budget for spending and stick to it.
■ Compare prices before purchasing products and take advantage of ‘price-match’ options available in some stores.
■ Check the retailer’s refund policies prior to purchase.
■ Keep your receipts. If you paid by card, your statement is also proof of purchase.
■ Beware of scams. When shopping online, only use reputable sellers and sites. Use a secure method of payment. Check delivery times and methods (such as you having to be at home to sign for a delivery).
■ Buying products from overseas — always check if the manufacturer has service arrangements in Australia. You don’t want to get stuck with a faulty product and no-one local to fix it.
■ Think twice before paying a deposit as a trader may keep all or part of it if you change your mind.
■ Make sure all toys purchased are safe.
■ Remember, most goods are already covered by consumer guarantees, so an extended warranty may well just be a waste of money.
■ Remember that interest-free is not cost-free.
Consumers who are dissatisfied in their dealings with a retailer should contact the trader and try to resolve the matter in the first instance. Consumers who are unable to resolve their issues with the trader can lodge a written complaint with Fair Trading at fairtrading.nsw.gov.au or call 13 32 20.
Article by Janita Singh appeared in The Daily Telegraph
