Products ordered online from an Australian seller must:

• meet the consumer guarantees
• arrive in good condition, and
• a reasonable timeframe or
• a time they have indicated eg. for pre-order purchases may be made months in advance. 

Sellers must not accept payment if they:

• do not intend to supply the product
• intend to provide something different
• know they cannot deliver the product in a timely manner.

If a product ordered online does not arrive within the expected timeframe, the consumer can ask for an explanation in writing.

If the seller still fails to deliver the product, the consumer is entitled to a refund of any money they have paid.

Consumers have more protection when they buy from an Australian business. See buying online for more information.

Delivery issues

The seller is responsible for resolving issues with Australia Post or the courier company used for delivery.

Damaged items

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.

The consumer may be entitled to a refund or replacement depending on the extent of the damage.

Before returning the product to the seller, the consumer should take a photo of the damage for their records.

For advice on returning your item to the seller, and on who pays return costs, view our refunds, repairs and replacements page.

Example:

Alex went to a store to buy a new refrigerator. The cost included delivery by the store. When the fridge was delivered, Alex noticed the door handle was broken. Alex contacted the store, the manager said the damage must have occurred in transit and was not a fault with the product. The manager was wrong, the store has an obligation under the consumer guarantees to supply a product of acceptable quality. The handle is a major fault and Alex has a right to a refund or replacement.

How to avoid problems

• Review product descriptions carefully
• Use secure payment methods like credit cards or PayPal
• Check WA ScamNet for any relevant scams
• See our advice on Buying Online

Resolve a problem

See our guide to resolve the problem directly with the seller first. The guide includes sample text for telephone conversations and emails/letters. You can use the samples even if the seller was based overseas.