With the Boxing Day sales in action today, NSW Fair Trading is encouraging shoppers to be savvy about their rights before they hit the stores or start clicking ‘add to cart’.

Every consumer has the right to purchase products that are safe, fault-free, and fit for purpose under the Australian Consumer Law (ACL), and if a product doesn’t meet these standards, customers are entitled to a repair, replacement, or refund—even during the festive sales shopping season.

Whether you're splurging on a luxury gift, or hunting for a Boxing Day bargain, consumer rights don’t take a holiday during the shopping season, and these rights apply equally to full-priced and sale items. 

NSW Fair Trading has already handled more than 6,300 complaints this year about defective or unsatisfactory products, ranging from broken gadgets to poor-quality purchases.

To avoid adding to this tally, shoppers should stay informed and prepared.

Common refund and return pitfalls to remember:

No receipt, no refund? – Not necessarily. Proof of purchase doesn’t have to be a paper receipt. Bank statements, digital invoices, or an email invoice can support your claim.

Change of mind? – While many retailers do offer refunds or exchanges just because you changed your mind, retailers aren’t legally required to, so check their policy first.

Sales stock rights? – Discounted items aren’t ‘lesser goods’. Sale items are still covered by the same refund rights as full-priced ones, unless the fault was disclosed upfront.

Tips for savvy festive shoppers:

Check the return policy – Policies differ between retailers, particularly for change-of-mind returns. Some stores offer flexibility, while others stick to stricter rules.

Inspect before you buy – Whether in-store or online, examine the product details carefully to avoid surprises. For online purchases, ensure the seller has a clear returns process.

Keep proof of purchase – Snap a photo of your receipt or save your digital confirmation. This could save you a lot of hassle.

For more information about consumer rights or to lodge a complaint, visit the NSW Fair Trading website: https://www.fairtrading.nsw.gov.au/buying-products-and-services/repairs,-replacements-and-refunds

Minister for Better Regulation and Fair Trading Anoulack Chanthivong said:

“Nobody wants to play refund roulette over the holidays, and knowing your rights before you shop can help you avoid disappointment during the festive shopping season.

“Consumer rights don’t take a holiday when it comes to repairs, replacements, or refunds, and these rights apply equally to full-priced and sale items.

“If you unwrap a faulty gift or discover your sale bargain doesn’t meet expectations, don’t let the discount stop you from asking for a repair, replacement, or refund – the Australian Consumer Law protects you no matter what the price.

“A little extra effort upfront, like reading return policies and keeping your receipt, can save you from a big headache later on.”