Every consumer has the right to purchase products which are safe, fault-free, and fit for purpose under the Australian Consumer Law (ACL), and if a product doesn’t meet these standards, customers are entitled to a repair, replacement, or refund—even during the festive sales shopping season.
Whether you're splurging on a luxury gift, or hunting for a Boxing Day bargain, consumer rights don’t take a holiday during the shopping season, and these rights apply equally to full-priced and sale items.
NSW Fair Trading has already handled more than 6,300 complaints this year about defective or unsatisfactory products, ranging from broken gadgets to poor-quality purchases.
To avoid adding to this tally, shoppers should stay informed and prepared.
Common refund and return pitfalls to remember:
- No receipt, no refund? – Not necessarily. Proof of purchase doesn’t have to be a paper receipt. Bank statements, digital invoices, or an email invoice can support your claim.
- Change of mind? – While many retailers do offer refunds or exchanges just because you changed your mind, retailers aren’t legally required to, so check their policy first.
- Sales stock rights? – Discounted items aren’t ‘lesser goods’. Sale items are still covered by the same refund rights as full-priced ones, unless the fault was disclosed upfront.
Tips for savvy festive shoppers:
- Check the return policy – Policies differ between retailers, particularly for change-of-mind returns. Some stores offer flexibility, while others stick to stricter rules.
- Inspect before you buy – Whether in-store or online, examine the product details carefully to avoid surprises. For online purchases, ensure the seller has a clear returns process.
- Keep proof of purchase – Snap a photo of your receipt or save your digital confirmation. This could save you a lot of hassle.
For more information about consumer rights or to lodge a complaint, visit the NSW Fair Trading website.
Minister for Better Regulation and Fair Trading Anoulack Chanthivong said:
“Nobody wants to play refund roulette over the holidays, and knowing your rights before you shop can help you avoid disappointment during the festive shopping season.
“Consumer rights don’t take a holiday when it comes to repairs, replacements, or refunds, and these rights apply equally to full-priced and sale items.
“If you unwrap a faulty gift or discover your sale bargain doesn’t meet expectations, don’t let the discount stop you from asking for a repair, replacement, or refund – the Australian Consumer Law protects you no matter what the price.
“A little extra effort upfront, like reading return policies and keeping your receipt, can save you from a big headache later on.”
