When you shop from home the same consumer laws apply as when you buy from a bricks and mortar store (if the business is located in Australia).
Online shopping
Buying products online is convenient but it can make it harder to judge the quality, size and colour of items. Before you buy anything:
- check the reputation of the business - eg online reviews
- check the product description, including dimensions
- look at images that show different angles or close-ups
- check the business is registered in Australia
- read the refund policy including who pays for postage.
Make sure you have up-to-date security on your device.
At the checkout
When you get to the online checkout:
- check that the site is secure - look for 'https' and the padlock symbol next to the web address
- save important documents such as order confirmation, receipts and warranties.
Video - Internet shopping explained: in memes!
Television and mail shopping
Television and mail shopping often use 'special' promotions as a sales tactic. Recognise when you're being put under extra pressure to buy - eg 'only 100 available', 'on sale for 30 minutes only' and 'introductory offer'. Protect yourself and make sure you:
- understand the terms and conditions of the sales contract
- know if postage is included
- check how to return the goods if there's a problem
- confirm when the goods will be delivered.
Door-to-door sales
You have extra protections when a salesperson contacts you at home, over the phone or in a public place, such as shopping centre.
Door-to-door salespeople must not visit you (without an appointment) at the following times:
- on a Sunday or a public holiday
- before 9.00 am or after 6.00 pm on a weekday
- before 9.00 am or after 5.00 pm on a Saturday.
Salespeople must tell you:
- their name
- who they work for
- why they're at your door.
If you agree to buy a product or service, the salesperson must:
- give you copies of any agreed contracts
- let you know about their cooling-off rights
- not supply any goods or services during the cooling-off period.
You can put a do not knock sign on your front door to stop salespeople visiting without an appointment - this excludes religious groups or charity fundraisers.
Telemarketing and door-to-door sales, on the Australian Competition and Consumer Commission website, gives you more detail about your legal rights with telemarketers and door-to-door salespeople.
Chargeback - credit
Your credit provider may authorise a credit to your (credit) account, known as a chargeback, if you have not received goods or services, or if there is a breach of a consumer guarantee.
Contact your credit card provider to apply for a refund if you have paid for goods or services using that card, or pressed ‘credit’ when using a debit card - it doesn't matter if the business is no longer operating. There are often time limits to dispute the transaction. More information is available from the Australian Financial Complaints Authority.
Solving problems
Remember, you're covered by the same consumer laws when buying from home as with a bricks and mortar store.
Visit Solving a problem with a business for instructions on how to complain to a business and where to go for advice.
