Australian consumer law regarding return of online purchases

ArskinF on 20/04/2023 - 11:51

I recently purchased a bulky item from a third party seller on Amazon. (PS Don't do it!)

The item arrived distinctly different & functional to the online description at time of purchase.

I initiated a return sequence. The seller did not respond and I am ready to engage Amazon's A-z Returns Protocol. So far, no problem.

However, I read that even as a Prime member Amazon may deduct the postage cost from the refund amount.

Anyone here clear what Australian consumer law or regulation is when it comes to the transport costs of returning faulty or inaccurately described goods?

Thanks,

General Discussion

Related Stores

Amazon AU
Amazon AU
Marketplace

Comments

  • Hybroid on 20/04/2023 - 11:56
    +6

    Responsibility for returning products

    Consumers are responsible for returning products that can be posted or easily returned.

    Businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove…

    Return costs

    If the business confirms that the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.

    If the business finds that the product does not have a problem, it can make the consumer pay the collection and inspection costs. To do this, the business must give the consumer a reasonable estimate of these costs before collecting the product.

    https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    • ArskinF on 20/04/2023 - 12:02

      Thanks

  • ArskinF on 20/04/2023 - 12:06
    +6

    … Just as I finished posting this I received an automated email from Amazon acknowledging the seller has not responded and that it, Amazon, will process the refund. I can arrange for a courier to pick it up.

    All good, it seems.

    • BewareOfThe Dog on 20/04/2023 - 12:47

      I had a similar incident. I bought a Banjo (Coming from O/S), and the description was slightly misleading. When I received the largish box, it had a mini Banjo in there, and it sounded like a ukelele. I started the return process Amazon, and initially. was told I would have to ship it to Amazon US at my cost. I went on the Amazon Chat, and after explaining everything to the consultant, they said this is your lucky day. Please donate or Destroy, and I received a Full refund.

      • [Deactivated] on 20/04/2023 - 12:49

        Reads fanciful

      • ArskinF on 20/04/2023 - 12:57

        Thanks. Like your avatar, BTW. Rock on…

        Anyhoo, this package I got is interesting; the seller claimed to be AU based, but delivery took over four weeks. The tracking didn't indicate dispatch location, but the mailing label suggested it came out of China.

        I suspect the seller is China based with access to an un-monitored AU address, which may explain why they did not respond to messages and the initial return claim.

        If this works out, it'll endorse my Prime membership.

        PS: It's tempting to buy that next great guitar, which will undoubtedly turn me into Keith Richards, but I reckon I wouldn't be game to buy from overseas.

      • holdenmg on 20/04/2023 - 15:48
        +2

        Cue the Banjos:
        https://www.youtube.com/watch?v=Uzae_SqbmDE

    • iampoor on 20/04/2023 - 12:55
      +1

      Amazon are pretty decent with returns, glad it worked out.

      • AustriaBargain on 20/04/2023 - 14:08

        The last thing I returned Amazon refunded me like two hours after I dropped it at the post office. I don't know if they trusted me or if it only took two hours to get to their distribution centre or what.

        • Morien on 20/04/2023 - 14:45

          Yeah, they're really good that way. BUT, if they receive it and find its a brick or an empty box, they email you and charge you.

  • lostgoat on 20/04/2023 - 14:13
    -3

    For me I don't return anything as I don't know what algorithms they are using and no way would I risk being banned.

    • blitz on 20/04/2023 - 16:04
      +3

      You'd…you'd rather keep paying for faulty products so they don't ban you?

  • Morien on 20/04/2023 - 14:44

    For future, just so you know:
    Amazon will. charge a return fee depending on the reason you are returning it. Change of mind? Fee. Not as described? Free.

    Maybe an exception somewhere to be found, but for 99.9% of cases this will be it.

    • ArskinF on 20/04/2023 - 16:07

      I generally do not buy from third party resellers so the returns in the past have been straight forward.

      Current indication from Amazon suggests this will be hassle free as well.

  • apple2016 on 20/04/2023 - 15:13

    I initiated a return sequence.

    depends on the reason for return. if its faulty, not as described etc then you need not pay return fee. but you might need to if its change of mind

  • lostgoat on 20/04/2023 - 16:03

    I'm not sure why I'm getting negged but part of the algorithms is too many returns . Not taking into account the number of purchases.
    Anyway to that person 1 less competitor and more dough for me :)

  • Chandler on 21/04/2023 - 09:14

    However, I read that even as a Prime member Amazon may deduct the postage cost from the refund amount.

    Depends which postage cost they are talking about.

    If you paid for the original delivery, you don't get that refunded: the product was delivered.

    If it's the return delivery, then under ACL both the business or customer can pay (i.e. the business can require the customer to pay for return shipping), but if the return is accepted (product is actually faulty, etc) then the customer must be reimbursed the return shipping costs if they had paid for the return.

Login or Join to leave a comment
Login Join