Online Shopping in Australia: Consumer Rights and Customs Rules

Online shopping in Australia follows the same consumer protection framework as in-store purchases, with some additional rules that apply when you buy from overseas sellers. Knowing these rules before you shop can save money and prevent disputes.

Your rights under Australian Consumer Law

When you buy from an Australian business online, the Australian Consumer Law (ACL) applies automatically. This means the product must match its description, be of acceptable quality, and be fit for the purpose it was sold for. If it fails any of these guarantees, you are entitled to a remedy — a repair, replacement, or refund depending on the severity of the problem.

Importantly, sellers cannot limit these rights through their own refund policies. A website that says “no refunds on sale items” cannot use that policy to refuse a remedy for a faulty product. The ACL overrides store policies.

Change-of-mind returns

ACL does not give you a right to return a product simply because you changed your mind. However, many retailers have their own voluntary change-of-mind return policies — check these before purchasing if flexibility matters to you. Return periods, conditions (tags attached, original packaging), and refund methods vary by retailer.

Buying from overseas — GST and the $1,000 threshold

Since 2018, all goods imported into Australia are subject to GST (Goods and Services Tax) at 10%, regardless of value. Overseas retailers with an Australian turnover above a threshold are required to collect and remit GST at checkout. If GST is not collected at purchase, the Australian Border Force may collect it on arrival.

For goods valued above AUD 1,000, customs duty may also apply depending on the product type. The duty rate varies — some categories have zero duty under free trade agreements, others attract 5–10%. Tobacco and alcohol have separate rules and much higher rates.

When ordering from overseas, check: the total landed cost including GST and any applicable duty; the seller’s returns policy (which will be governed by their country’s law, not Australian law); and the realistic delivery time.

Scams and fake listings

Online marketplace fraud is common. Risks include: sellers who take payment and never send the item; counterfeit goods misrepresented as genuine; and phishing links disguised as order confirmation emails. Stick to established retailers and marketplaces with clear return policies and payment protection. Pay by credit card or a protected payment method where possible — this gives you a chargeback option if something goes wrong.

Parcel delivery and missed deliveries

Most carriers will leave a card or send an SMS/email if they cannot deliver when you are not home. Parcels may be left in a safe place, taken to a nearby post office, or held at a depot. Track your parcels using the carrier’s app and arrange redelivery promptly — unclaimed parcels may be returned to sender after a set period.

For high-value deliveries, consider selecting a signature-on-delivery option or directing the parcel to a parcel locker (Australia Post has a national network of 24-hour parcel lockers at no extra cost for eligible items).