A store or seller must not accept payment for a product if they:
- do not intend to supply it
- intend to supply something different from what the consumer ordered
- know, or should have known, they would not be able to supply the product in a timely way.
A store or seller that accepts payment for products must supply them:
- within any timeframe they have indicated, or
- within a reasonable time.
If a product ordered online has not arrived within either of these periods, the consumer can ask the store or seller for an explanation in writing.
If the store or seller still fails to supply the product, the consumer is entitled to a refund of any money they have paid for the product.
Note: if the seller claims to have posted the product, they are responsible for resolving any issues with Australia Post or the courier company used to deliver the product.
If you believe you have paid for a product the seller had no intention of sending, view our If you are scammed page.
If a product arrives damaged, it may not meet the ‘consumer guarantee’ of acceptable quality. To meet this guarantee, it must be:
- fit for the purpose for which it is commonly supplied
- safe, durable and free from defects
- acceptable in appearance and finish.
Depending on whether the damage is major or minor, the consumer may be entitled to a refund, repair or replacement. For more information, view our Faulty product page.
Before returning the product to the store or seller, the consumer should take a photo of the damage for their own records. For advice on returning a product to the store or seller, and on who pays return costs, view our Guarantees that apply automatically page.
Note: the store or seller is responsible for resolving any issues with Australia Post or a courier company used to deliver the product.