GuaranteesOnRecord

All subjects

Online purchases

34 established claims - 13 refused by the grounding gate

Documented position12

What the body that runs or defines the thing says in its own documentation.

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The ACCC states that online businesses have the same responsibilities to consumers as physical businesses.

other
1 quote from 1 source
Online businesses have the same responsibilities to consumers as physical businesses.
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The ACCC states that all the usual consumer rights apply when a consumer shops online.

other
1 quote from 1 source
When a consumer shops online, all the usual consumer rights apply.
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The ACCC states that an overseas online business supplying goods or services directly to consumers in Australia must follow the Australian Consumer Law.

other
1 quote from 1 source
When an online business is based overseas and provides goods or services directly to consumers in Australia, the business must follow the Australian Consumer Law. This includes rules on the consumer guarantees.
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The ACCC states that online purchases are not covered by the Australian Consumer Law if the business does not directly offer its products and services in Australia.

other
1 quote from 1 source
Consumers are not covered by the Australian Consumer Law if the business doesn’t directly offer their products and services in Australia.
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The ACCC states that consumer guarantees rights for online purchases made on a marketplace platform…

  • apply to the seller the consumer buys from.
  • do not apply to the platform.
other
1 quote from 1 source
For example, when you buy a product on eBay, the product comes from the seller, not from eBay. So, your consumer guarantees rights apply to the seller you buy from, not the platform itself.
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The ACCC states that some consumer guarantees do not apply to online purchases where a marketplace seller is a private individual and not running a business.

other
1 quote from 1 source
if the seller is a private individual and not running a business, some consumer guarantees do not apply.
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The ACCC states that not all consumer guarantees apply when products are bought through a traditional auction, whether online or not.

other
1 quote from 1 source
Not all consumer guarantees apply when products are bought through a traditional auction, whether online or not.
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The ACCC states that the additional rules for ticket resellers do not apply to private sales of tickets through online marketplaces.

other
1 quote from 1 source
These rules do not apply to private sales of tickets through online marketplaces.
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Consumer Affairs Victoria states that the Australian Consumer Law does not apply when a consumer buys from a private seller and the item is not sold in the course of the private seller's business.

other
1 quote from 1 source
The Australian Consumer Law does not apply when a consumer buys from a private seller (and the item is not sold in the course of their business).
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Consumer Affairs Victoria states that a consumer buying from a private seller online is still guaranteed clear title of the item unless told otherwise before the sale.

other
1 quote from 1 source
However, consumers are still guaranteed clear title of the item, unless they were told otherwise before the sale.

Measured finding1

Something someone actually measured, with the method attached.

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CHOICE states that Temu scored the lowest of all online outlets for overall shopping experience.

other
1 quote from 1 source
But consumers were most cautious about Temu – this newcomer- quickly-turned-global discount giant scored the lowest of all online outlets for overall shopping experience.

Practical effect3

What is observed to happen in practice, as distinct from what is documented.

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In practice, for online purchases, it can be difficult to get a repair, replacement or refund from an overseas business when there is a problem with a product or service.

other
1 quote from 1 source
In practice, it can be difficult to get a repair, replacement or refund from an overseas business if there is a problem with a product or service
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The ACCC states that Viagogo was ordered by the Federal Court to pay a penalty of $7 million.

other
1 quote from 1 source
Viagogo was ordered by the Federal Court to pay a penalty of $7 million.
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Consumer Affairs Victoria states that a consumer may experience practical difficulties obtaining a refund, repair or replacement for a product where the business is overseas.

other
1 quote from 1 source
However, be aware that if a business is overseas, you may experience practical difficulties in obtaining a refund, repair or replacement for your product.

Changed on2

A dated change. This is where advice quietly stops being true.

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For online purchases, eBay states that its Money Back Guarantee policy information for buyers is effective as of 12 May 2026.

other
1 quote from 1 source
This policy is effective as of 12 May 2026. The policy wording and page layout have been updated to simplify eBay Money Back Guarantee policy information for buyers, but our guidelines are unchanged.
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For online purchases, products and services bought before 1 January 2011 are not covered by the current Australian Consumer Law.

other
2 quotes from 1 source
Products and services bought before 1 January 2011 aren’t covered by the current Australian Consumer Law. They may be covered by older laws.
This guide is relevant to goods and services bought before 1 January 2011, when the current law was introduced.

Disputed between sources2

Sources that do not agree, presented without picking a winner.

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  • The ACCC states that, for online purchases, where a marketplace seller is a private individual not running a business, only some consumer guarantees do not apply.
  • Consumer Affairs Victoria states that, for online purchases, the Australian Consumer Law does not apply when a consumer buys from a private seller.
medium confidenceother
2 quotes from 2 sources
if the seller is a private individual and not running a business, some consumer guarantees do not apply.
The Australian Consumer Law does not apply when a consumer buys from a private seller (and the item is not sold in the course of their business).

Repeated, with no primary source in reach14

Widely repeated in the field. Within the documents this sweep read, it traces only to other repetitions - which is a fact about our reading as well as about the idea, until each one has been searched for on its own.

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BIG W states that…

  • Marketplace items cannot be returned or refunded in-store.
  • all returns of Marketplace items must be arranged online.
other
1 quote from 1 source
Marketplace items cannot be returned or refunded in-store. All returns must be arranged online.
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BIG W states that an accepted change of mind return attracts a flat $15 return fee deducted from the final refund.

other
1 quote from 1 source
If a change of mind return is accepted, a flat $15 return fee will apply and will be deducted from your final refund.
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Bunnings states that Marketplace purchases should be returned by contacting the third party seller named on the order confirmation directly.

other
1 quote from 1 source
Marketplace purchases should be returned by contacting the relevant third party Seller named on your order confirmation directly.
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Amazon Australia states that its change of mind return policy allows most unused and unopened items fulfilled by Amazon AU or AmazonGlobal to be returned within 30 days of receipt of delivery.

other
1 quote from 1 source
You may return most unused and unopened items fulfilled by Amazon AU or AmazonGlobal within 30 days of receipt of delivery for a full refund of the price you paid for the item if you change your mind, provided you comply with the conditions below.
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Amazon Australia states that its return policies do not limit other rights and remedies a customer may have under law such as the Australian Consumer Law.

other
1 quote from 1 source
Our return policies do not limit other rights and remedies you may have under law such as the Australian Consumer Law, including in respect of faulty items.
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Kmart states that returns of products purchased from marketplace sellers on its site can only be processed online and cannot be returned to or processed by Kmart stores.

other
1 quote from 1 source
Return of products purchased from marketplace sellers on kmart.com.au can only be processed online and cannot be returned to or processed by Kmart stores.
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Kmart states that, for online purchases, the marketplace seller will notify the customer of the return costs beforehand.

other
1 quote from 1 source
Return costs will be incurred by you. The marketplace seller will notify you of any costs associated with returns before they are incurred by you.
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Bunnings states that online purchases can be returned…

  • in-store with the tax invoice.
  • by contacting its customer support team.
other
1 quote from 1 source
Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team at customersupport@bunnings.com.au.
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  • eBay states that online purchases made on eBay.com.au and paid for at eBay checkout are covered by the eBay Money Back Guarantee.
  • eBay states that the eBay Money Back Guarantee for online purchases made on eBay.com.au and paid for at eBay checkout lasts for 30 days from the estimated or actual delivery date.
other
1 quote from 1 source
When you shop on eBay.com.au and pay at eBay checkout, your purchase is covered by eBay Money Back Guarantee for 30 days from the estimated or actual delivery date.
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eBay states that for…

  • most online purchases, a buyer has 30 calendar days from the delivery date to request a return.
  • online purchases, a buyer may have a longer period to request a return where the seller offers a longer return window.
other
1 quote from 1 source
For most purchases, you have 30 calendar days from the delivery date to request a return, but you may have more time if the seller offers a longer return window.

Refused13

Claims the research produced that the grounding gate would not accept, with its reason. They are here because a site that only shows what passed gives you no way to judge whether the gate does anything.

Show what was refused

For online purchases, the current Australian Consumer Law was introduced on 1 January 2011.

Refused: The quotes state the current Australian Consumer Law was introduced on 1 January 2011, but none mention online purchases.

Unsupported: For online purchases

What it rested on
Products and services bought before 1 January 2011 aren’t covered by the current Australian Consumer Law. They may be covered by older laws.
This guide is relevant to goods and services bought before 1 January 2011, when the current law was introduced.

The ACCC's documented position on online purchases states that a consumer buying a parallel import from a seller based overseas may face practical and legal difficulties enforcing their rights against that overseas business.

Refused: The quote states the difficulty for an overseas-based seller but does not identify it as the ACCC's documented position on online purchases.

Unsupported: on online purchases

What it rested on
if the seller is based overseas, there may be practical and legal difficulties in enforcing their rights against an overseas business.

For online purchases, the ACCC states that ticket resellers must clearly and continuously display a statement that the service is a ticket resale service.

Refused: The quotes state ticket resellers must display the statement, but do not mention online purchases.

Unsupported: For online purchases

What it rested on
Ticket resellers must clearly and continuously display:
a statement that says “This is a ticket resale service. You are not buying from a primary ticket provider.”

For online purchases, the ACCC states that ticket resellers must clearly and continuously display a statement that the buyer is not buying from a primary ticket provider.

Refused: The quotes require the statement but do not state or entail that the requirement is limited to online purchases.

Unsupported: For online purchases

What it rested on
Ticket resellers must clearly and continuously display:
a statement that says “This is a ticket resale service. You are not buying from a primary ticket provider.”

Kmart states that, for online purchases, a customer returning a marketplace product for change of mind bears the return costs.

Refused: The quote says return costs are incurred by the customer but does not state this applies specifically to online purchases or change-of-mind returns.

Unsupported: for change of mind

What it rested on
Return costs will be incurred by you. The marketplace seller will notify you of any costs associated with returns before they are incurred by you.

Kmart states that, for online purchases, a marketplace seller may charge a fee to redeliver a product where the customer returns it and the seller declines the return.

Refused: The quote does not specify that the purchase was made online.

Unsupported: for online purchases

What it rested on
If you return a product to a marketplace seller and they determine that it does not meet these conditions and decline your return, the seller may charge a fee to redeliver the product to you.

eBay states that the eBay Money Back Guarantee for online purchases is offered in addition to a buyer's rights under the Australian Consumer Law.

Refused: The quote states the guarantee is offered in addition to Australian Consumer Law rights but does not specify it is for online purchases.

Unsupported: for online purchases

What it rested on
eBay Money Back Guarantee is offered in addition to your rights under the Australian Consumer Law.

CHOICE reports that online purchases on eBay had return processes that survey respondents were unhappy with.

Refused: The quote says customers were unhappy with eBay's return processes, but does not state that these were survey respondents.

Unsupported: survey respondents

What it rested on
Sentiments were less positive towards rival marketplace Ebay – customers were unhappy with its return processes and the after-sale service they had received from vendors selling on the platform.

CHOICE reports that online purchases from vendors on eBay had after-sale service that survey respondents were unhappy with.

Refused: The quote says customers were unhappy, but does not say survey respondents.

Unsupported: survey respondents

What it rested on
Sentiments were less positive towards rival marketplace Ebay – customers were unhappy with its return processes and the after-sale service they had received from vendors selling on the platform.

The ACCC states that the Federal Court found Viagogo made false or misleading representations to online purchasers that Viagogo was the official seller of tickets to particular events.

Refused: The quote says representations were made to 'consumers,' not specifically to 'online purchasers.'

Unsupported: online purchasers

What it rested on
The Federal Court found that Viagogo made false or misleading representations to consumers that it was the ‘official’ seller of tickets to particular events, that tickets were scarce, and that consumers could buy tickets for a particular price when this was not the case.

The ACCC states that the Federal Court found Viagogo made false or misleading representations to online purchasers that tickets were scarce.

Refused: The quote says 'consumers' but does not state they were 'online purchasers.'

Unsupported: online purchasers

What it rested on
The Federal Court found that Viagogo made false or misleading representations to consumers that it was the ‘official’ seller of tickets to particular events, that tickets were scarce, and that consumers could buy tickets for a particular price when this was not the case.

The ACCC took action against ticket reseller Viagogo in 2017 for misleading consumers in online purchases.

Refused: The quote says Viagogo misled consumers when reselling tickets, but does not state the misleading occurred in online purchases.

Unsupported: online purchases

What it rested on
In 2017 we took action against ticket reseller Viagogo for misleading consumers when reselling tickets for live music and sports events.

The misleading of consumers in online purchases occurred when Viagogo was reselling tickets for live music and sports events.

Refused: The quote states Viagogo misled consumers when reselling tickets, but does not mention online purchases.

Unsupported: in online purchases

What it rested on
In 2017 we took action against ticket reseller Viagogo for misleading consumers when reselling tickets for live music and sports events.