Hi all,
Interested in anyone's thoughts on this scenario, as it doesn't really fall into the 'change of mind' stipulation.
The wife wanted to find some Rapid Antigen Tests to use before heading back to work. I found a workwear store online that displayed stock and free delivery with orders over $100. I was keen on getting some new work shorts also, so on the 3rd of January I placed an order for two pairs of shorts ($71.80) and two RATs ($33.98) to secure the free delivery.
I paid by afterpay and received email confirmation of the order and advice I would be notified with tracking when shipped.
On the 6th January, I looked on their website to see if my order had progressed as I was keen for the shorts especially to be posted. I noticed their listing of the RAT tests were now displaying as a preorder for the 20th January fulfilment. I suspected my order had not progressed due to supply of the tests not being available, so I sent a quick reply message from the confirmation enquiring whether the order was going to be dispatched or if they were waiting on either products to fulfil it.
On that day (6th Jan), I received this correspondence:
Hi
We are currently processing all Rapid Antigen Test orders as fast as possible. During this time we are unable to respond to email enquiries as we are busy packing orders.
Please understand we are one of the only suppliers fulfilling the V-Chek saliva test and have been inundated with orders.
As soon as your order has been dispatched you will receive a tracking number from us via email or sms.
Thank you for your patience and understanding.
On the 11th of January, the order had still not progressed and I had found the same product on ebay from recommendations for cheaper, so I sent mail requesting cancellation of the order:
Hi,
Please cancel and refund this order.
I assume you're waiting for RAT test supply, but I was actually wanting the shorts shipped. I only added the tests to reach free postage.
Have since found shorts alone cheaper.
Thank you.
After no reply, I resent the same message on the 13th January after checking once more of non progress of order.
On the 14th January, there is a note of the website order that the shorts have been sent, but I have received no email of dispatch or tracking and nothing has automatically populated in my australia post app.
My question is, do you agree that I should be within my rights to request a refund? I base this on the fact that I didn't have a 'change of mind' but their failure to fulfil the order and I requested the cancellation before any goods had been dispatched.
The consumer law is grey here:
Exceptions to guarantees
Consumer guarantees do not apply if you: got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
I didn't get what I asked for. Hence the request for cancel.
Their refund policy: We do not refund items that are on sale, clearance, Incorrect size ordered, or for change of mind.
Failure to supply a product or service
When a business accepts your payment for products or services they must supply them to you within the timeframe they have indicated or if no time was specified, within a reasonable time.
What is a reasonable time? Their website says:
How long will it take to get my order?
We use Australia post service as much as possible along with other couriers when they would be faster to your location.
Need it fast? Contact us and we can provide you with an estimation.
My biggest gripe is the suspected practice of sending after not acknowledging the request. Seems really sneaky just to avoid refunding.
We are in the middle of a pandemic and current variant wave peak, it's not unreasonable that orders are taking longer to process and deliver. This is a clear change of mind and the only way you'll get the outcome you want is if they cave to your request.