The internet marketplace is borderless. For you, this means shopping interstate or overseas is as easy as clicking a mouse.
However, this freedom also has its down side. If you have a problem with goods you bought online from an overseas trader, it may be harder for you to enforce your rights. But if you have problems with goods you bought online from an Australian trader, then your consumer rights are the same as if you made your purchase in a shop.
To reduce the chances of having a bad online shopping experience, visit our online shopping checklist before you shop. You can learn how you can protect yourself so you can shop online with more confidence. You can also refer to our publication Your online rights, which is available for download from the Key Publications box on this page.
Resolving problems with online purchases from a trader operating in Australia
Are you aware that you have the same basic rights online as you do offline when you deal with traders operating in Australia?
Even if you have made your purchase with the click of a mouse rather than visiting a shop in person, you are still entitled to expect that the good or services that you purchased will meet a certain standard or quality.
If the goods you purchased are faulty, do not match the description given to you or do not do what they are supposed to do, then you may be entitled to a refund. Our page on Warranties, guarantees and refunds can help you decide if you think your rights have been breached.
If you think your rights have been infringed:
Find out whether the trader has any procedures for resolving disputes. Many online traders have buyer protection policies or complaint handling policies which are designed to help you resolve your concerns. Check for these policies before you make a purchase – there may be terms and conditions which could affect your eligibility, so it is a good idea to know your responsibilities in advance.
If there is no guideline on the trader's website advising you of how to resolve a problem, contact the trader yourself. Put your concerns in writing (or email) and clearly explain your problem and preferred remedy. Provide as much evidence or information as you can to support your claim. If goods are not what you expected or damaged, you could consider taking photos. Remember to keep copies of receipts, transaction numbers and emails.
explains the steps you can take to try and resolve your concerns
can help you write a letter of complaint
can help you decide when to report your problem to us or another government agency.
If your complaint is about an internet scam (from Australia or overseas), you should also consider reporting it through the Report a scam page on our SCAMwatch website.
Resolving problems with online purchases from a trader operating overseas
It is especially important if you are dealing with traders outside Australia that you understand your rights and obligations before you make a purchase. Although your transaction may not be covered under Australian laws, you may still have protections in the country where the trader operates.
Before you shop, remember to:
check the trader's website for the terms and conditions of sale
check the reputation of the trader
check whether there are any additional policies in relation to returns, refunds or resolving disputes.
While you still have rights and options, it may be more challenging for you to resolve issues with an overseas trader. If you do not feel confident that you could resolve a problem with the trader, you may prefer to shop elsewhere.
Even if you did your research and shopped carefully, it is possible that you have a problem. The first steps you can take are similar to those you would take if the trader was based in Australia.
If you think your rights have been infringed:
Find out whether the trader has any procedures for resolving disputes. Many online traders have buyer protection policies or complaint handling policies which are designed to help you resolve your concerns. Check for these policies before you make a purchase – there may be terms and conditions which could affect your eligibility, so it is a good idea to know your responsibilities in advance.
If there is no guideline on the trader's website advising you of how to resolve a problem, contact the trader yourself. Put your concerns in writing (or email) and clearly explain your problem and preferred remedy. Provide as much evidence or information as you can to support your claim. If goods are not what you expected or damaged, you could consider taking photos. Remember to keep copies of receipts, transaction numbers and emails.
If you are unable to negotiate a satisfactory result with the trader, consider lodging a complaint on the econsumer website at www.econsumer.gov. Econsumer is an initiative of the International Consumer Protection and Enforcement Network (ICPEN) and is designed for internet shopping complaints where the trader operates from overseas. Your report will go into a database of consumer complaints shared with consumer protection agencies in other countries, who can use it to investigate companies and individuals, and uncover scams. There is no guarantee that an international agency will follow up individual complaints—this will depend on its policies.
You could also consider contacting the consumer affairs or consumer protection regulator in the country where the trader operates directly. They may be able to give you some advice or information about your rights in that country and how you can enforce them.
