Published Thursday, 27 December, 2007 at 01:10 PM
Attorney-General and Minister for Justice and Minister Assisting the Premier in Western Queensland
The Honourable Kerry Shine
Remember Your Refunds Rights and Wrongs: Shine
Now the Christmas wrapping paper is off, the Attorney-General and Minister for Justice Kerry Shine has urged consumers to learn their refund rights and wrongs before trying to return any gift that did not live up to their expectations.
“It is important consumers know their rights and when they are entitled to a refund before taking gifts back to the shops,” Mr Shine said.
“During the last Christmas holiday season, the Office of Fair Trading received 638 complaints about purchases over the holiday period.
“At least one in three complaints lodged with the Office of Fair Trading each year involved a refund request.”
Mr Shine said people usually want a refund because they believe they have received poor quality or service, unsatisfactory warranties or misleading advertising or representations by the trader.
“Consumers are legally entitled to a refund, exchange or repair if a product is faulty, does not do the job it is supposed to do, does not match the description or sample shown at the point of sale, or does not last for a reasonable time.”
Mr Shine said most stores require proof of purchase before offering to refund or exchange products so consumers should make sure they take their receipts or paperwork when they return an item.
“Some stores offer a refund or exchange if your loved one did not like their gift usually to generate goodwill and return business. However they do not legally have to do this,” he said.
“Consumers are not entitled to a refund if they:
• knew about a fault prior to purchase or if they caused the fault;
• change their mind, chose the wrong size or colour, or find the item cheaper elsewhere; or
• purchase an item which goes on sale after the date of purchase.
“Signs saying ‘no refunds’ or ‘no refunds on sale items’ are illegal, and if consumers see these signs on display they should report it to the Office of Fair Trading.
Mr Shine said consumers who were taking advantage of after Christmas sales should check the store’s refund policy at the time of purchase.
“If you experience problems with a purchase speak to the trader in the first instance, if you are unsatisfied with the response contact the Office of Fair Trading for advice on 13 13 04.”
For more information about refunds and consumer rights download a free copy of How to be Consumerwise at www.fairtrading.qld.gov.au or phone 13 13 04.
Media contact: Troy Davies 3239 6400, 0488 799 273
“It is important consumers know their rights and when they are entitled to a refund before taking gifts back to the shops,” Mr Shine said.
“During the last Christmas holiday season, the Office of Fair Trading received 638 complaints about purchases over the holiday period.
“At least one in three complaints lodged with the Office of Fair Trading each year involved a refund request.”
Mr Shine said people usually want a refund because they believe they have received poor quality or service, unsatisfactory warranties or misleading advertising or representations by the trader.
“Consumers are legally entitled to a refund, exchange or repair if a product is faulty, does not do the job it is supposed to do, does not match the description or sample shown at the point of sale, or does not last for a reasonable time.”
Mr Shine said most stores require proof of purchase before offering to refund or exchange products so consumers should make sure they take their receipts or paperwork when they return an item.
“Some stores offer a refund or exchange if your loved one did not like their gift usually to generate goodwill and return business. However they do not legally have to do this,” he said.
“Consumers are not entitled to a refund if they:
• knew about a fault prior to purchase or if they caused the fault;
• change their mind, chose the wrong size or colour, or find the item cheaper elsewhere; or
• purchase an item which goes on sale after the date of purchase.
“Signs saying ‘no refunds’ or ‘no refunds on sale items’ are illegal, and if consumers see these signs on display they should report it to the Office of Fair Trading.
Mr Shine said consumers who were taking advantage of after Christmas sales should check the store’s refund policy at the time of purchase.
“If you experience problems with a purchase speak to the trader in the first instance, if you are unsatisfied with the response contact the Office of Fair Trading for advice on 13 13 04.”
For more information about refunds and consumer rights download a free copy of How to be Consumerwise at www.fairtrading.qld.gov.au or phone 13 13 04.
Media contact: Troy Davies 3239 6400, 0488 799 273