Items missing or damaged in transit

A seller must not accept payment for items if they:

  • do not intend to supply the item;
  • intend to supply something different from what you ordered; or
  • know, or should have known, they would not be able to supply the item in a timely way.

A seller that accepts payment for items must supply them:

  • within any timeframe they have indicated, or
  • within a reasonable time.

If an item you ordered online has not arrived within either of these periods, ask the seller for an explanation in writing.

If the seller still fails to supply you with the item, you are entitled to a refund of any money you have paid for the item. If you have difficulty getting a refund from the seller, view our complaints pages.

Note: if the seller claims to have posted the item, they are responsible for resolving any issues with the company used to deliver your item, such as Australia Post or the courier.

Have you been scammed?

If you believe you have paid for an item the seller had no intention of sending you, view our scams page.

Damaged items

If an item you ordered arrives damaged, it may not meet the ‘consumer guarantee’ of acceptable quality. To meet this guarantee, it must be:

  • fit for the purpose for which it is commonly supplied
  • safe, durable and free from defects; and
  • acceptable in appearance and finish.

Depending on the extent of the damage, you may be entitled to a refund, repair or replacement.

Before you return the product to the seller, take a photo of the damage for your own records. For advice on returning your item to the seller, and on who pays return costs, view our refunds, repairs and replacements page.

For example:

Merinda went to a store to purchase a new refrigerator. The cost included delivery by the store. On delivery of the new fridge, Merinda noticed its door handle was broken. She contacted the store, who said the damage must have occurred in transit and was not a fault with the product. However, the store had an obligation under the consumer guarantees to supply a product of acceptable quality.

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