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Shoppers are being urged to know their rights and to shop smart ahead of the busy holiday shopping season.

The annual Black Friday, Cyber Monday, Christmas shopping, Boxing Day, and January sales can give consumers many opportunities to snap up a bargain if they shop carefully, but shoppers need to do their research and be on the lookout for scams.

Last financial year (FY) online shopping complaints to NSW Fair Trading surged by 70 per cent to 18,232, with retail complaints in clothing, footwear, accessories, and jewellery recording a notable jump from 796 in FY 2023, to 2742 in FY 2024.

Complaints also rose in categories such as electrical goods (1,473 in FY 2024 compared with 982 in FY 2023), and furnishings (1,157 in FY 2024) indicating ongoing consumer concerns with product quality and delivery delays.

Fair Trading has a range of compliance and enforcement options available to help protect consumers.

These options include education, public warnings, and/or enforcement action including penalties up to a maximum of $22,000 for individuals, and $1.1 million for companies.

Consumers are urged to follow these key tips to protect themselves this festive shopping season:

• Know your rights during sales: Under Australian Consumer Law, consumers are entitled to a refund, repair, or replacement if a product or service doesn’t meet the description. This applies to both online and in-store purchases. Make sure you ask for a receipt and keep it somewhere safe.
• Research before you buy: Take the time to compare prices, read reviews, and confirm that a sale really is a bargain before making a purchase. Some businesses may offer discounts that don’t always represent true savings.
• Check delivery and returns policies: Make sure you understand the store’s return policies, particularly for sale items. Businesses are not legally required to provide refunds if you change your mind, but many do so as a courtesy. When purchasing online, check delivery cut-off dates to ensure your items arrive on time.
• Beware of scams: Scammers often take advantage of busy shopping periods by creating fake websites or ads. Always check that the website is secure, ensure the web address is correct, and save copies of your receipts or confirmation emails for any future disputes.

For more information on your rights and tips for staying safe this shopping season visit: https://www.fairtrading.nsw.gov.au/buying-products-and-services.

Quotes attributable to Minister for Better Regulation and Fair Trading Anoulack Chanthivong:

“With the holiday shopping season upon us, shoppers need to know their rights and be on guard for dodgy products and scams.

“Under Australian Consumer Law, consumers are entitled to a refund, repair, or replacement if a product or service doesn’t meet the description, and these rights apply to both online and in-store purchases.

“Fair Trading has a range of compliance and enforcement options available to help protect consumers.

“These options include education, public warnings, and/or enforcement action including penalties up to a maximum of $22,000 for individuals, and $1.1 million for companies.”