The ACCC has asked 12 retailers to amend their online returns policies to
avoid confusing or misleading consumers, says deputy chair Dr Michael Schaper.
"This year the ACCC has received over 750 complaints regarding consumer
guarantees for clothing purchases," he says.
"We are reviewing the policies of retailers at busy times such as Click
Frenzy, in the lead up to Christmas and during the Boxing Day sales
The ACCC did not reply to CHOICE's request to name the retailers in question.
More than 500 retailers participate in Click Frenzy, the popular 24-hour
sale that took place on 14 November this year.
Chief executive of the online platform Grant Arnott says retailers need to be "mindful of their obligations to consumers".
"As online shopping continues to grow...there will no doubt be more eyes on compliance," he says. "That will lead to improvements in online business practices."
Shoppers have the right to request an exchange or refund if a product has a major fault, says Dr Schaper, or a repair if it has a
"Misleading representations regarding online refunds and returns are one of
the most complained about issues reported to the ACCC," he says.
"Already this year, the ACCC has received over 24,000 contacts about
consumer guarantees so it is important for us warn the retail sector and
educate consumers as we enter the busiest shopping period of the year."
Your consumer rights
Updated, 17 Nov: This article has been updated to include commentary from Click Frenzy, the online platform referenced by the ACCC.