$4.3 billion lost to laziness: 1 in 3 Aussies too slack to return online purchases
Millions of Australians are too lazy to return unwanted online purchases, according to new research by Finder.
A Finder survey of 1,049 respondents revealed more than 1 in 3 (35%) – equivalent to 7.3 million people – have failed to return a purchase that didn't meet their needs.
Almost 1 in 5 (18%) admit returning the item seemed like too much work, while 1 in 10 (11%) didn't want to pay for postage.
The research found 8% simply forgot to return the unwanted goods.
A further 6% said the return period had expired, and the same amount (6%) planned to resell the item to recoup some of the lost funds.
Rebecca Pike, money expert at Finder, said online shopping can often lead to disappointment.
"We often buy things that don't fit, are the wrong colour, or we don't actually need.
"But the incentive of getting an exchange or refund isn't enough to motivate us to return it, leading to eye watering wastage."
The average Australian failed to return $590 worth of unwanted items in the past year – a staggering $4.3 billion nationwide.
Women (41%) were more likely than men (27%) to admit they failed to return an unwanted online item, and consequently carried a higher financial burden from these purchases, with an average of $683 in unwanted items compared to men ($446).
Pike recommended contacting the company you purchased the unwanted product or service from as soon as possible.
"It's important to make sure you keep your receipt for situations like these. However, if you've lost your receipt, all hope of a refund isn't lost.
"Many companies have order histories or can verify purchases through your account information."
According to the ACCC, consumers have the right to return a product if they think there's a problem.
The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as a receipt.
Consumers are responsible for returning products that can be posted or easily returned, but businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove, such as TVs, beds, and large appliances.
Pike urged shoppers to avoid impulse purchases.
"Weigh up whether you really need the product and consider whether it's an item you'd be better off shopping for in a bricks and mortar store to avoid disappointment.
"Also be sure to check the returns policy when you make the purchase. If it seems expensive or like too much hard work, consider if you're willing to take that risk.
"Convenience can come at a huge financial cost – if it isn't what you ordered, send it back and save your money," Pike said.
| Have you forgotten or not been bothered to return an unwanted item you bought online in the past 12 months? | |
|---|---|
| No, I've never been unsatisfied with an online purchase | 31% |
| No, I've returned all online purchases I've been dissatisfied with | 24% |
| Yes, returning it seemed like too much work | 18% |
| Yes, I didn't want to pay for postage | 11% |
| No, I've never shopped online | 10% |
| Yes, I forgot to return it | 8% |
| Yes, the return period had expired | 6% |
| Yes, I plan to resell the item online instead | 6% |
| Source: Finder survey of 1,049 respondents, July 2024 |
Methodology
- Finder's Consumer Sentiment Tracker is a monthly recurring nationally representative survey of more than 60,000 respondents.
- Figures in this release are based on 1,049 respondents from July 2024.
- The Consumer Sentiment Tracker is owned by Finder and operated by Qualtrics, an SAP company.
- The survey has been running monthly since May 2019.
Here's everything you need to know about your rights to refunds in Australia.
