Helping you buy safely on-line
Buying online can be so convenient. And the prices being offered can make it look so tempting.
But - there are so many traps for the unwary - so buyers, BEWARE!
Of course, there are many responsible and reliable online retailers as well.Unfortunately there are also many on line retailers who aren't. They will take advantage of being 'somewhere in the ether' to part you from your money and provide you with substandard goods and services.
How can you tell the good e-retailer from the bad?
Here are SEVEN easy ways to help safeguard your money ... and your sanity ... when buying online.1. Warranty and customer service?
What warranty is offered and how do they handle complaints or questions? Australia’s consumer protection laws are very strong ... but that’s not the case in India, China or many of the countries you can buy from online. There is no such thing as an ‘international warranty’. Whoever supplies the goods into Australia is responsible for the warranty.
2. Does the online seller have a street address that you can go to if things go wrong?
Or do they only have a PO Box or an overseas address? If they won’t resolve your problem by email or phone, where can you reach them? Australian best practice is that an online seller should provide their ABN (Australian Business Number), physical address, and phone and fax numbers.
3. Are you buying more than one set of clubs?
If so, we strongly recommend you buy just one set to test the quality before investing more money into the unknown. We regularly hear of consumers who have spent $500 - $1000 only to find they have received clubs not resembling what they initially thought they were purchasing, or very obviously counterfeit or not the real thing.
4. Buy with a credit card, PayPal or, if you’re spending a large sum of money, use an escrow service.
PayPal has some limited ability to recover your money. Your credit card company may assist in helping you recover your money (check with them before you buy). An escrow service is like putting money in trust - you put the money into the escrow account, the supplier sends you the goods and if you’re happy with them you direct the escrow firm to release the money to the seller. If the goods aren't right, you return the goods to the seller and the escrow service gives you your money back. (Check the terms and conditions of the escrow service before you use it.) If the supplier won’t allow you to use an escrow service, then we recommend you walk away. Any reputable company will accept escrow.
5. Is it a genuine set of clubs or fake?
If the price is significantly lower than the same product in a store then be suspicious. Some fakes are great quality, most are not.
6. Is it a high tech product that normally comes with tech or customer support?
If so, unless you buy from an authorised retailer in Australia you won’t qualify for that support . You may decide that the price difference is worth not having those services - that’s your call. But make an informed choice: check that you are comparing like with like when you get an online price.
7. Are they members of the Counterfeit Alert Network?
If they are, you can rest assured they’re a genuine business, with an office or store in Australia. We recommend that our members always use the CAN logo on their website and we take strong action against anyone who uses our logo and who isn’t a member.
Where else can you go for advice about buying online?
The ACCC website has some great advice for safely participating in an internet auction and protecting yourself when buying online and your right to a refund when buying online and not getting sucked in by internet scams.
In fact, why not just go to the ACCC page with all the links on it about internet shopping?!
Where do you go to complain about goods bought online?
Good question!
What you need to know is what country the seller is in. That's the jurisdiction you need to appeal to.
Seller is in Australia:
Your first port of call should be the seller. They may refer you to the importer. If you have no joy there, then here are your next steps:There is no single authority in Australia responsible for internet sellers...
Here are some options:
Report the seller to the consumer affairs or fair trading authority in the State they are in (not the State you are in).
Contact the ACCC. They don't always pursue individual complaints, but they may be able to give you some guidance about what to do next.
You could pursue the seller through the Magistrate's Court or through the small claims process. These vary by State and Territory, so best to Google for the options. Check to see if you should apply to the jurisdiction of the seller or the buyer.
Seller is overseas:
Again, your first action should be to complain to the seller. If you have bought from an overseas seller then Australian consumer protection laws and authorities don't apply - they may or may not respond.
If you have no satisfaction from the seller, the consumer protection bodies - if any exist - in the country of the seller have authority, so you should contact them. Best to Google your options.
Consider making a report to ICPEN - The International Consumer Protection and Enforcement Network. You may not get satisfaction for your particular case, but they share information across borders ... so if there are many complaints about the same company the local consumer protection body may act.
Similarly, EConsumer registers and shares complaints across borders.
If you have a branded product that is imported to Australia by an authorised importer then they will have a service
