You unpacked your weekly shop and found expensive blueberries half-rotten and four eggs cracked and stuck to the carton.
Frustration and disappointment set in, but you almost threw them away instead of returning them.
It’s a situation many of us face, yet most don’t realise we have legal rights to claim a refund or replacement.
Most Australians didn’t know that consumer protection laws meant they could return faulty products for a refund or replacement.
Under the Australian Consumer Law, consumers automatically received consumer guarantees when buying goods and services—these weren’t optional extras or gestures of goodwill but legal rights.
If a product didn’t do what was reasonably expected, or wasn’t of acceptable quality, consumers could return it and expect a remedy.
Those soggy blueberries or cracked eggs clearly failed this standard.
'Under the Australian Consumer Law consumers have basic rights when buying products and services, known as consumer guarantees. These rights are separate from any warranties offered by a business and cannot be taken away by anything a business says or does.'
Businesses couldn’t legally deny a refund or replacement for faulty products, and ‘no refunds’ signs were meaningless in these cases.
Many Australians, however, continued to throw money away rather than assert their rights.
Griffith University’s Associate Professor Gavin Northey noted that effort versus value, time constraints, and social discomfort often deterred people from returning products.
Seniors, in particular, might have been conditioned to avoid confrontation, remembering a time when challenging a shop’s decision felt inappropriate.
This hesitation had a financial cost.
With rising grocery prices, even small losses added up.
Losing $5-$10 worth of groceries each month to faulty produce could amount to $60-120 annually—a sum that could be saved simply by claiming a refund or replacement.
Your legal rights when shopping for groceries
Products must be of acceptable quality and fit for their intended purpose
You could return faulty items without original packaging (a receipt helped)
Businesses could not charge for returns of genuinely faulty products
'No refunds' signs did not apply to faulty or defective items—you didn’t need to accept 'store credit only' for faulty goods
ACCC enforcement and misleading return policies
Recent enforcement by the Australian Competition and Consumer Commission revealed that misleading return policies were widespread.
A sweep of over two thousand Australian retail websites showed some businesses using terms and conditions that potentially breached Australian Consumer Law.
CHOICE’s shadow shop of major electrical retailers found seven in 10 stores misrepresented a customer’s right to a remedy, suggesting a broader pattern of misunderstanding or deliberate misrepresentation of consumer rights.
The ACCC’s action prompted most businesses to update or remove problematic statements online, improving communication of consumer guarantees.
Awareness of these rights allowed consumers to benefit from these changes and claim what they were legally entitled to.
Spotting problems before you leave the shop
Prevention remained the best strategy, especially when it came to fresh produce.
Shoppers were advised to gently shake punnets of blueberries to check for mushy fruit, inspect the bottom for staining, watch for white fuzzy mould, and avoid condensation inside containers.
Eggs should be opened to check for cracks, lifted slightly to ensure none were stuck, and verified against the use-by date, particularly on discounted stock.
What retailers couldn’t legally tell consumers
'Items that have been opened cannot be refunded'
'You must return items within 30 days'
'Faulty items must be taken up with the manufacturer'
'No refunds on sale items'
Returning items successfully required confidence and calmness.
Proof of purchase, such as a receipt, was usually requested, while photographs of faulty fresh produce could serve as evidence if questioned.
Most supermarket staff were understanding about produce issues, seeing them frequently.
Returning faulty items was not unreasonable but an exercise of consumer rights that ensured payment for goods of acceptable quality.
Exercising the right to return products sent an important message to retailers, encouraging improvements in quality control.
By not returning defective items, shoppers were essentially subsidising poor standards.
Most reputable businesses welcomed feedback, as it helped them improve service and product quality.
‘It’s also worth double checking the store’s refund policy before heading back, so you know exactly what proof they may ask for and how they process returns.
What This Means For You
Under Australian Consumer Law, consumers automatically received guarantees that protected them when buying goods and services.
Faulty products could be returned for a refund, replacement, or repair, regardless of what store policies said.
'No refunds' signs or restrictive store rules did not override these legal rights.
By carefully inspecting produce before purchase, shoppers could reduce waste and ensure they had evidence to support any claims.
For anyone who regularly buys groceries, understanding and using these rights meant keeping more of your hard-earned money and avoiding unnecessary losses from spoiled or damaged items.
Problems with faulty groceries aren’t the only way stores can shortchange you at checkout.
Sometimes, discounts and pricing errors can leave you paying more than you should, even when the item is clearly marked differently.
A recent case shows how shoppers fought back when supermarkets misled them on discounts and what they were legally entitled to receive.]
Read more: Class lawsuit claims supermarkets misled customers on discounts, shoppers act
Repair, replace, refund, cancel | ACCC — Explains consumer rights to choose a refund or replacement when a product has a major problem.
https://www.accc.gov.au/consumers/p...rvice-you-bought/repair-replace-refund-cancel
Consumer rights and guarantees | ACCC — Outlines automatic consumer guarantees included in the Australian Consumer Law when buying goods and services.
https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees
Refunds and returns in Australia – your rights | CHOICE — Details how consumers can return products that do not meet acceptable quality and expect a remedy.
https://www.choice.com.au/shopping/...ghts/articles/refunds-and-returns-your-rights
ACCC sweep uncovers concerning online shopping return policies and terms and conditions | ACCC — Reports on the ACCC review of over two thousand retail websites and misleading terms that may breach consumer law.
https://www.accc.gov.au/media-relea...ping-return-policies-and-terms-and-conditions
Refunds and returns in Australia – your rights | CHOICE — Highlights CHOICE’s shadow shop findings where seven in 10 major electrical retailers misrepresented consumer rights.
https://www.choice.com.au/shopping/...ghts/articles/refunds-and-returns-your-rights
Repair, replace, refund, cancel | ACCC — Clarifies that businesses cannot take away consumer rights and may request proof of purchase for refunds or replacements.
https://www.accc.gov.au/consumers/p...rvice-you-bought/repair-replace-refund-cancel
Have you ever returned faulty groceries and stood your ground for a refund or replacement?
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