Generation Z
We want young Western Australians to be smart shoppers and be aware of consumer rights. Recently Consumer Protection was proud to support National Youth Week (1-10 April 2011).
Our community education officers attended some of the WA Youth Week events, to educate 12-25 year olds about the rights we all have under the Australian Consumer Law.
We are very mindful of new generation consumers in the market for items such as mobile phones, MP3 players and cars.
Keeping in touch with the teen to twenties demographic is really important for Consumer Protection and over the last year we have been pushing our messages through social networking sites, as a way to connect with young consumers.
To follow Consumer Protection on Twitter it’s: @ConsumerWA and you can find Consumer Protection on Facebook .
We hope the info on this page will help with your first important purchases in life, and those you plan to make in future.
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Be a smart shopper!
When you spend money in a shop there is a law which offers you free protection. It is called the Australian Consumer Law.
It means that anything you buy must match the description given. It must also be of good enough quality to be used for what it is meant for.
The big thing to remember is that any problems with something you buy must be dealt with by the seller. Sometimes shops will tell customers to speak to the manufacturer (whoever made the item). They are wrong to say that though. The store that took the money for the product should fix the problem.
Arguments between buyers and sellers about warranties are thought to be costing Australians $12 billion a year! The problems mostly involve electrical goods and mobile phones.
Did you know?
Signs which say “No refunds” are illegal.Putting them up in shops, or displaying the message on receipts, is breaking the Australian Consumer Law. A shop cannot take away your rights.
Signs which make you think that you cannot bring something back, or that there is a time-limit on when you can return it, are misleading.
You can get a repair, replacement or refund if there is a problem with your purchase, like it doesn’t work or it is not as described on the packaging.
If you see signs with the words below displayed in a WA shop, or on a retailer’s website, contact Consumer Protection on 1300 30 40 54.
"No refunds on sale items"
"No exchanges"
"No warranties – for repairs deal directly with the manufacturer"
"7-day returns policy”
You cannot demand a refund when:
- You change your mind – you picked the wrong colour or size;
- It is your fault that an item breaks – you drop it or use it for something it is not meant for;
- You knew about the fault before you bought the item – like when a reduced sticker tells you that something is missing from the box;
- You cannot prove where you bought the item – you have lost your receipt and have no other proof of purchase.
That means that the signs below are OK and do not break the law:
“Please choose carefully. No refunds for wrong choice/change of mind”
“Please keep your receipt. No refunds without proof of purchase”
Top tip: always keep your receipts!
Receipts prove where and when you bought something.
If you’re buying online make sure you print out your receipt and keep a copy.
Return check-list
Take the item back to the seller, with the receipt or proof of purchase, as soon as possible.
Explain what is wrong and that you would like it fixed or an exchange or your money back.
If they tell you to go to the people who made the item (manufacturer) explain that they are wrong and you know your rights.
Under the Australian Consumer Law they must give you a repair, replacement or refund.
If they still won’t help you can call Consumer Protection on 1300 30 40 54.
You can also email consumer@commerce.wa.gov.au
Want more info on warranties and refunds?
Beware of scammers 
Check out these videos to help protect yourself from scams especially on your smartphone. Cybersmart also has some good information on how to stay safe online.
For more information on scams affecting Western Australians visit WA ScamNet
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