How many times have you want to get a refund or tried and been turned away? We can often feel like our complaint falls on deaf ears, but even if you don’t like to ask for a refund, you always deserve your money’s worth; every penny counts these days so it’s definitely worthwhile to speak up.
Thankfully, Australia has tough consumer laws that protect everyday Aussies from being ripped-off and out of pocket.
These are the essential tips to get what you paid for, every time.
Refunds
Did you know that displaying a ‘no refunds’ sign against the law in Australia? If your item is of unsatisfactory quality, is not as described, is not fit for purpose, or does not last for a reasonable amount of time, you are always entitled to a refund.
Online shopping
You have even more rights if you buy goods online – in fact you are able to send most faulty goods back within 2 weeks of receipt for a full refund (though you may be liable for return delivery so check with the store you bought it from).
Compatibility
Make sure you check a product’s compatibility with your current hardware, i.e. keyboards for a Mac computer or speakers for your TV, as this will not fall under the ‘as described’ refund rule. Note: if you asked if it would work with your existing model and were advised it did but it actually does not, you are entitled to a refund.
Pricing errors
Some people think if there’s incorrect pricing on a product, you can have it for that price, i.e. a vacuum is priced at $19 (bargain!) but is really $99 and all other stock is $99, the shop does not have to sell it to you for $19. Unless the store is being deliberately deceptive, they don’t have to legally honour the lower price.
Change of mind
You’ve realised you’ve bought the wrong colour or size and want to exchange it. Most stores will honour this if you haven’t worn it/it’s been a short amount of time/the label and receipt are intact, though they do not legally have to.
Warranties
These are tricky because it all depends on the product and the initial warranty period given. Most consumers don’t realise that they do not have to purchase an extended warranty – the majority of high-value products come with lifetime warranties and it can be against the law for a manufacturer to deny you a replacement if the product is genuinely faulty (under certain conditions). If the item is wilfully damaged or wasn’t taken care of, there’s a slim chance anything can be done about it, but if your laptop breaks just after the 12-month standard term from no user error, it’s worth checking with the manufacturer and the ACCC.
No receipt
So much of Australian consumer law seems to depend on having proof of purchase. But what can you do when that proof has vanished like invisible ink? Thankfully, a faded receipt is not necessarily the end. Even a lost receipt can be worked around.
There are a number of other ways you can provide proof of purchase, including:
Many retailers will be able to reprint the original receipt if given enough information about the date, time and nature of the purchase.
We’ve all been there:
All of these scenarios are unpleasant and can really make or break your experience and can feel like a waste of money. We all make mistakes but when it’s your last few dollars, it shouldn’t be brushed off!
Simply ask to speak to the manager or go to the service desk and explain the situation calmly* and be armed with a receipt. Remember to tell them exactly what you’re expecting otherwise you could end up disappointed again –refund, exchange, compensation, or apology or a combination of these. If you don’t want to feel the same way again or have someone else get the same experience, some constructive feedback is the only way a restaurant or business can improve.
Nine times out of ten the manager should help you on the spot but if you don’t get the assistance you need, you can refer it to the ACCC (Australian Competition and Consumer Commission) who can attempt to resolve the issue on their end.
TIP: *Try not to get angry, especially if it was a misunderstanding or an accident, as this lets the business have a chance to rectify the issue for you quickly – name-calling and using aggression will only delay this process!
1. Always have a receipt, especially for expensive products. Create a folder and make it a habit to pop any dockets in there
2. Write a letter if it’s serious
3. Don’t be afraid to seek assistant or counsel
4. Get what you paid for