Consumer rights refresher for the busy shopping season
Here's what you need to know to shop smart and safe this season.
Your rights don't get discounted - even when prices do
The biggest shopping season of the year is about to get into full swing. From Black Friday to the January sales, one thing stays constant - your consumer rights.
Sale items = same protection
That 50% off sticker doesn't reduce your rights. Even during a big sale, your purchase must:
- be fit for purpose
- be safe and durable
- be free from defects
- match its description.
If not, you're entitled to a remedy - such as a refund, repair, or replacement - regardless of the discount you received. The type of remedy will depend on whether the problem was minor or major.
And those store signs saying ‘no refunds on sale items’? They're illegal in Australia, because they falsely suggest you can't exercise your rights.
‘Buy now!’ Not so fast
Just because a retailer is promoting a massive sale, doesn't mean you're getting the best deal.
Before you click buy:
- compare prices across different sellers - not all sales offer genuine value
- research products instead of buying the first thing you find
- read reviews from other customers
- check return policies for change-of-mind returns - like if you give the same gift as someone else.
Remember: promotions must be honest and accurate. Businesses must not mislead you about pricing or availability.
Shopping online? Stay on guard
You have the same consumer rights whether you're shopping online or in-store. But this is also a busy time for scammers. To protect yourself:
✓ go directly to retailer websites - don't click links in ads or emails
✓ watch for fake websites posing as legitimate stores
✓ check for the padlock symbol and ‘https’ in the web address
✓ research overseas businesses carefully - they can be harder to contact if there’s a problem
✓ expect fake delivery notifications
✓ order early and allow extra time for delivery
✓ save screenshots and confirmation emails as proof of purchase.
Pro tip: If something feels off, move on. Scammers know people are in a hurry during sales season - don't let urgency override caution.
Gift cards
Gift cards and vouchers are popular at this time of year, but know the rules:
- minimum 3-year expiry period - must be clearly displayed
- no post-purchase fees that reduce the card's value
- check spending limits, excluded items and terms and conditions before buying.
Extended warranties
Be ready for sales staff to suggest the ‘extra protection’ of an extended warranty. Remember:
- they're optional, so you don't have to buy them
- they may not give you extra rights beyond what you already have
- They can be very expensive for what they might offer
- ask: ‘What does this offer beyond my automatic consumer guarantees?’
Your rights under Australian Consumer Law can extend well beyond manufacturer warranties, depending on the product type and price.
If things go wrong
Tip: make sure you ask for a physical or digital receipt and keep it somewhere safe.
Bought something faulty? Here's what to do:
- Contact the business - speak with a manager or someone who can authorise a solution
- Put it in writing if talking doesn't work - an email or letter shows you're serious
- Know your options - credit card chargeback, PayPal protection, or contact us for help
Need help?
If you need assistance with a purchase, we're here to help.
Call: 1800 019 319
Businesses: Not sure of your obligations? To access free business guides and resources, go to the Australian Government’s Consumer Law website.