It’s a great time of the year for a post-Christmas shopping bargain, but Victorian shoppers are being reminded of their consumer rights if they end up with a faulty product.
Consumer Affairs Victoria Director Nicole Rich said a great post-Christmas deal should save shoppers money, not their rights.
More than 6,600 people contacted Consumer Affairs Victoria in 2023–24 with refund and return questions or problems - the top shopping rights issue reported.
We remind consumers they may be entitled to a refund, repair or replacement under law if there is a problem with an item, whether it was bought on sale or received as a present.
Keeping receipts for products you buy as well as gift receipts for presents you receive can make it easier to claim your rights where something goes wrong.
Traders can face penalties if they misrepresent consumer rights, such as those around refunds.
Shoppers, however, do not have the automatic right to return a product if they simply change their mind, order the wrong product, or find a better product elsewhere.
Consumers jumping online to beat the Boxing Day crowds are entitled to the same rights as someone shopping in store. But these same rights do not apply to purchases from private sellers, such as individuals selling pre-loved goods on eBay, Gumtree or Facebook Marketplace.
Gift cards are an increasingly popular gift that come with specific rights. Consumers have a minimum of three years to use a gift card and it must clearly show the expiry date. If a gift card has an earlier expiry date at the time of purchase, consumers are still entitled to the mandatory three-year period.
Traders are also encouraged to understand their rights and obligations when dealing with customer returns. Consumer Affairs Victoria provides a range of business resources to support traders.
Penalties for breaching the Australian Consumer Law are serious, with maximum penalties ranging from $2.5 million for a person to $50 million for businesses.
“Christmas is a time for cheer and celebration, and we want all Victorians to have a stress-free festive season,” said Ms Rich.
“Consumers should know their rights and feel empowered to speak up if they think these rights have been compromised.”
“Traders who aren’t sure of their obligations can access our business resources to help them set up good policies and practices and avoid any issues or disputes after the busy festive trading season.”
For more information, go to Products and services.