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Products missing or damaged in transit

Missing products

A business must not accept payment for a product if the product is missing and they:

  • do not intend to supply it
  • intend to supply something different from what was ordered
  • should have known or knew they would not be able to supply the product.

A business that accepts payment for products must supply them:

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

If the business still fails to supply the product, the consumer is entitled to a refund of any money they have paid for the product. It is also the businesses responsibility to resolve any issues with Australia Post or the courier company used to deliver the product.

Damaged in transit

If a product arrives damaged, it may not meet the ‘consumer guarantee’ of acceptable quality. To meet this guarantee, a product must be:

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

Depending on whether the damage is major or minor, the consumer may be entitled to a refund, repair or replacement.

Updated: 26 May 2020

This page has been produced and published by the Consumer Building and Occupational Services Division of the Department of Justice. Although every care has been taken in production, no responsibility is accepted for the accuracy, completeness, or relevance to the user's purpose of the information. Those using it for whatever purpose are advised to verify it with the relevant government department, local government body or other source and to obtain any appropriate professional advice. The Crown, its officers, employees and agents do not accept liability however arising, including liability for negligence, for any loss resulting from the use of or reliance upon the information and/or reliance on its availability at any time.