Every week we will break down, debunk and demystify your rights as a shopper in Australia. This week we are looking at whether consumers can still receive a refund if they've lost the purchase receipt.
We all know life is getting more expensive than ever before, and how important it is to stretch every dollar you make.
That's why each week we'll answer a question surrounding what shoppers are – and aren't – entitled to when dealing with retailers and manufacturers.
MONEY MATTERS: Does a shop have to honour a price set by mistake?
Help! I never deal with paper
Hi there,
I recently purchased a cheap vacuum from a big-box department store that's well known in Australia.
I bought it using the self-service checkout and stupidly - I know it's my fault - threw away the receipt before I got home.
The vacuum turned out to be a complete dud. It wouldn't turn on when plugged in.
I was wondering if it was still possible to get a refund if I've lost the receipt?
That sucks (excuse the pun).
The answer is: it depends - but I'm optimistic that you can get that refund.
In Australia, you technically need to provide "proof of purchase" to be eligible for a repair, replacement or refund under the consumer guarantees.
A receipt is obviously the easiest way to do this - but not the only way.
Other ways you can provide "proof of purchase" is via a credit or debit card statement, a lay-by agreement, or even a copy or photograph of the receipt.
MONEY MATTERS: Can a business refuse legal tender in Australia?
Basically you need to be able to reasonably demonstrate that you purchased the item.
So if you used a debit or credit card, I'm reasonably confident you can provide that record as proof of purchase.
Particularly in the case of big-box stores I always think it's worth asking the question regardless.
You're entitled to a refund in this case because the product did not work as intended.
Interestingly, a little-known fact of consumer law is that businesses must always give you a receipt for anything over $75.
You also have the right to request a receipt for anything under $75 and the receipt must be given within seven days of asking.
MONEY MATTERS: Legal loophole in sign commonly seen at checkouts
Do you have a consumer question you want answered? You can get in touch with reporter Stuart Marsh at smarsh@nine.com.au.
The information provided on this website is general in nature only and does not constitute personal financial advice. The information has been prepared without taking into account your personal objectives, financial situation or needs. Before acting on any information on this website you should consider the appropriateness of the information having regard to your objectives, financial situation and needs.
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