Following the Christmas and Boxing Day sale rush, Victorians are being urged to understand their shopping rights before returning their unwanted presents or purchases. Minister for Consumer Affairs, Gaming and Liquor Regulation Jane Garrett said thousands of gifts would be returned this holiday period but many people were confused about their refund and return rights.
“In the days and weeks after Christmas and Boxing Day, thousands of Victorians will try to return or exchange their unwanted presents or purchases. We want people to understand their rights so they don’t miss out.” Ms Garrett commented.
Ms Garrett explained that under Australian Consumer Law, people have the right to a refund when there is a problem with the product, for example if it is faulty, unsafe or not as described. Ms Garrett went on to add that sale items have the same refund rights as full-price products, and stores cannot take away this right by claiming they have a ‘no refund’ policy or displaying a ‘no refund’ sign. Garrett continued that a store may display a sign saying ‘No refunds will be given if you have simply changed your mind’. If a gift is faulty, then you are entitled to a repair. If the item cannot be repaired, you are entitled to a refund or replacement.
In 2014-15, Consumer Affairs Victoria received over 40,300 complaints of shopping issues, including more than 3,600 calls regarding refunds and returns, more than 10,500 about defective goods and another 360 complaints relating to gift cards.
Ms Garrett explained that people are also being urged to use gift cards soon after receiving them because many cards expire before they are used. Latest statistics reveal the Australian gift card market is worth between $1.5 and 2.5 billion a year and many cards go unused because people simply forget to use them. Shops are not required to honour expired gift cards.
Consumer Affairs Victoria found:
• 61 per cent of all gift card enquiries to CAV occurred during the months of December, January and February in 2014-15
• The single highest month for gift card enquiries was January (47)
• 77 per cent of all refund enquires to CAV occurred during the months of December, January and February in 2014-15
• The single highest month for refund enquiries was January (357).
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