The review identified several common statements in the terms and conditions of retailer websites that may potentially violate Australian Consumer Law (ACL).
The ACCC stated that under the ACL, retailers must not tell customers that there are “no refunds under any circumstances”.
The report also detailed issues with policies such as refusing refunds for discounted or specialised items, open or used items, and claims that refunds can only be given under a limited timeframe.
Deputy chair Catriona Lowe said retailers must ensure they trade in accordance with Australian law.
“Under the Australian Consumer Law, consumers have basic rights when buying products and services, known as consumer guarantees. These rights are separate from any warranties offered by a business and cannot be taken away by anything a business says or does,” she explained.
“While we did identify some concerning practices during this sweep, we were pleased to find that many websites had information that advised consumers of their consumer guarantee rights under the Australian Consumer Law.”
Consumers are asked to report any potentially misleading or deceiving statements to the ACCC.
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