Shopping Smart and Your Refund Rights

Shopping should be an enjoyable and rewarding experience but things can go wrong if you are not aware of your consumer rights. You can save time and money if you $hop $mart by planning ahead and avoid impulse shopping.

5 Shop Smart tips to remember

  • Shop around and compare quality and cost.
  • Set your budget and spend sensibly.
  • Know your refund rights and responsibilities.
  • Read and save your paperwork.
  • Report problems to traders first, then to the ACT Office of Fair Trading if not resolved.

You are legally entitled to a refund, exchange or repair from the place of purchase if the goods or services:

  • do not have clear title (i.e. no money owing on them);
  • have a fault you did not know about at the time of purchase;
  • are not as described by a seller or as advertised or promoted;
  • do not do the job you were led to believe;
  • do not meet the description or sample claimed or shown;
  • do not last a reasonable time (depending on price and product).

You are NOT legally entitled to a refund if you:

  • change your mind, no longer want the goods or cannot afford them;
  • knew about the fault prior to purchase or you caused the fault;
  • chose the wrong colour, size or shape;
  • found the item cheaper elsewhere.

Refunds Tips

  • Ask about store polices before buying.
  • Keep receipts as proof of purchase.
  • If you are buying for someone else, ask if they can return the goods.

A number of stores in the ACT have generous policies in relation to refunds and exchange of goods that are designed to build goodwill. It is, therefore, worthwhile to confirm store policy before you complete a purchase.

Traders are not required to display signs but, if they do, they must not mislead you about your rights to a refund. Signs that say "No refunds", "No refund on sale items" or "No refund after 7 days" are illegal and traders displaying these signs should be reported to the ACT Office of Fair Trading.

Remember: you are not entitled to a cash refund if you did not pay cash for the item. A refund will be processed against the same method by which the payment was made.

Got a problem?

  • If you're unhappy, complain to the trader quickly.
  • If unsatisfied or need advice, contact the ACT Office of Fair Trading.