You’ve just placed an online order, but moments later you realise you’ve picked the wrong size, colour, or product entirely. You quickly reach out to cancel—only to be told by the store that “all sales are final” or “orders cannot be cancelled once placed.” But is that actually legal in Australia?
The short answer is: it depends. While many Australians assume they have an automatic right to cancel any online purchase, the reality is more nuanced. Australian Consumer Law does grant you specific protections, but these don’t always include a blanket right to change your mind. Understanding when you can—and can’t—cancel an online order could save you from costly mistakes and frustrating disputes.
In this guide, we’ll break down your rights around cancelling online orders in Australia, what store policies can and cannot override, and exactly what to do if a retailer refuses your cancellation request.
What Australian Consumer Law Says About Cancelling Online Orders
Australian Consumer Law (ACL), established under the Competition and Consumer Act 2010, sets out the baseline consumer protections that apply to all purchases made in Australia—including online shopping. However, contrary to popular belief, the ACL does not automatically give you the right to cancel an order simply because you’ve changed your mind.
Unless you’re covered by specific circumstances (which we’ll explore below), online retailers are legally allowed to enforce “no cancellation” or “no refund” policies for change-of-mind situations. This means that if you order the wrong item or simply decide you no longer want it, the store can refuse to cancel your order or issue a refund.
That said, there are important exceptions. If goods are faulty, not as described, or don’t match what was advertised, you have strong consumer guarantees under the ACL—and no store policy can take these rights away from you. The Australian Competition and Consumer Commission (ACCC) has repeatedly taken action against businesses that misrepresent consumer rights or use unfair contract terms to deny legitimate claims.
When You DO Have the Right to Cancel
There are specific situations where Australian law grants you clear cancellation rights, regardless of what a store’s policy says:
Cooling-off periods for unsolicited sales: If you were contacted by a business without asking (such as through a phone call or door-to-door visit) and made a purchase, you typically have a 10-business-day cooling-off period to cancel. However, this does not usually apply to standard online purchases where you initiated the transaction.
Faulty or defective products: If an item arrives broken, damaged, or doesn’t work as it should, you’re entitled to a remedy under consumer guarantees—including cancellation and a full refund.
Products not as described: Ordered a leather jacket but received synthetic material? The item must match its description, and if it doesn’t, you can cancel and request a refund.
Significant delays: If a business fails to deliver your order within the agreed timeframe (or a reasonable period if no timeframe was specified), you may have grounds to cancel the order and seek a refund.
Understanding Store Policies vs Legal Rights
Many Australian online stores clearly state their cancellation and refund policies on their websites—often with phrases like “no cancellations after order confirmation” or “change of mind refunds not accepted.” While these policies are legally enforceable in change-of-mind situations, they cannot override your statutory rights under the ACL.
Here’s what you need to know: a store policy is essentially a contract between you and the retailer. If you agree to terms that say “no cancellations,” the store can hold you to that agreement—but only when it comes to discretionary situations like buyer’s remorse. The moment a product fails to meet consumer guarantees (faulty, unsafe, or not as described), those store policies become irrelevant.
Red Flags in Store Cancellation Policies
Be wary of retailers who make blanket statements like “no refunds under any circumstances” or “all consumer guarantees are waived.” These statements are misleading and potentially illegal under the ACL. According to the ACCC, businesses cannot use unfair contract terms to limit or exclude consumer guarantees.
In 2023, the ACCC issued multiple infringement notices to online retailers who displayed misleading refund and return policies. Businesses that falsely claim “no refunds” or hide behind vague terms can face penalties of up to $2.5 million for corporations.
If you encounter a policy that seems to deny your basic consumer rights, you can report it to the ACCC or your state or territory consumer protection agency.
Can You Cancel Before the Order Ships?
This is one of the most common scenarios Australian shoppers face. You place an order, then immediately realise you’ve made a mistake. You contact the store within minutes or hours, but they say it’s too late to cancel because the order is “being processed.”
From a legal standpoint, online retailers are not required to cancel orders before dispatch—even if you contact them immediately. Once you’ve completed the purchase and received order confirmation, a contract has been formed. Whether the store chooses to accommodate your cancellation request is at their discretion.
That said, many reputable Australian retailers do offer a grace period or “order modification window” where you can cancel or change your order before it’s shipped. This is a customer service feature, not a legal requirement. If the store’s policy allows for pre-dispatch cancellations, they should honour it. If not, you may be stuck waiting for the item to arrive so you can return it under their returns policy (if one exists).
What to Do If Your Cancellation Is Urgent
If you need to cancel an order quickly—perhaps due to a financial emergency or a duplicate purchase—contact the retailer immediately through multiple channels: email, phone, and live chat if available. Be polite but clear about your request, and ask specifically whether they can stop the order before it ships.
If the retailer refuses and you believe you have a valid reason (such as an error in the product listing or misleading information), document everything: screenshots of the product page, email correspondence, and order confirmations. This evidence may support a dispute later.
Your Rights If the Store Refuses to Cancel
So what happens if a store flat-out refuses your cancellation request, even when you believe you’re entitled to one? You have several options under Australian law.
Step 1: Review the ACL Consumer Guarantees
First, determine whether the product in question is covered by consumer guarantees. If the item is faulty, unsafe, significantly different from its description, or hasn’t been delivered within a reasonable time, you have statutory rights that the store cannot deny. In these cases, you’re entitled to a refund, replacement, or repair—depending on whether the issue is major or minor.
The ACCC provides a detailed breakdown of what constitutes a “major failure,” which includes situations where:
- The product has a problem that would have stopped you from buying it if you’d known about it
- The product is significantly different from its description or sample
- The product is unsafe
- The product is substantially unfit for its intended purpose and can’t easily be fixed
If any of these apply, the store cannot refuse your cancellation and refund request.
Step 2: Escalate the Complaint Internally
If the retailer refuses your initial request, ask to escalate your complaint to a manager or customer service supervisor. Clearly explain why you believe you’re entitled to a cancellation under the ACL, and reference specific consumer guarantees if applicable.
Keep records of all communication, including:
- Dates and times of contact
- Names of staff members you spoke with
- Summaries of what was said
- Copies of emails or chat transcripts
This documentation will be crucial if you need to take the matter further.
Step 3: Lodge a Dispute With Your Bank or Payment Provider
If you paid by credit card, debit card, or a service like PayPal, you may be able to initiate a chargeback. A chargeback allows you to dispute a transaction directly with your financial institution, which can reverse the payment if they find in your favour.
Chargebacks are most successful when:
- You never received the goods
- The goods were significantly not as described
- You were charged incorrectly
- The merchant refuses to honour a legitimate refund request
According to the Australian Banking Association, consumers have up to 120 days from the transaction date to lodge a chargeback, though this can vary by bank. Contact your bank’s disputes team as soon as possible and provide all supporting evidence.
Step 4: Report to the ACCC or State Consumer Agency
If the retailer continues to refuse your legitimate cancellation request, you can file a complaint with the ACCC or your state or territory consumer protection body, such as:
- NSW Fair Trading
- Consumer Affairs Victoria
- Office of Fair Trading Queensland
- Consumer and Business Services South Australia
- Consumer Protection Western Australia
While these agencies typically cannot resolve individual disputes, they monitor patterns of unfair business practices and may take enforcement action against repeat offenders. Your complaint adds to their data and helps protect other Australian consumers.
Tips to Avoid Cancellation Issues When Shopping Online
Prevention is always better than cure. Here are practical steps to minimise the risk of needing to cancel an online order in the first place:
Double-check before you click “purchase”: Review product details, sizes, colours, quantities, and delivery addresses carefully. Most cancellation headaches stem from avoidable errors at checkout.
Read the store’s cancellation and returns policy: Before making a purchase, look for the retailer’s terms and conditions. Reputable Australian stores will clearly outline their policies on cancellations, returns, and refunds. If you can’t find this information easily, consider shopping elsewhere.
Use secure payment methods: Credit cards and PayPal offer stronger buyer protection than direct bank transfers or “pay on pickup” options. If something goes wrong, you’ll have more recourse for getting your money back.
Take screenshots of product listings: If you’re buying something expensive or important, screenshot the product page, price, description, and any promotional claims. This evidence can be invaluable if the item doesn’t match what was advertised.
Shop with trusted retailers: Stick to well-known Australian retailers or platforms with strong consumer reputations. Check reviews on sites like ProductReview.com.au or Trustpilot before buying from unfamiliar stores.
What About Change-of-Mind Returns?
It’s worth noting that some Australian online retailers voluntarily offer change-of-mind returns as a customer service gesture—even though they’re not legally required to. If a store advertises a “30-day satisfaction guarantee” or “free returns on all orders,” they must honour that promise. Failing to do so could breach the ACL’s provisions against misleading or deceptive conduct.
However, change-of-mind return policies often come with conditions:
- Items must be unopened, unused, and in original packaging
- You may need to pay return shipping costs
- Refunds might be issued as store credit rather than cash
- Certain categories (like intimate apparel, custom-made items, or perishable goods) may be excluded
Always read the fine print of a retailer’s returns policy before assuming you can easily cancel or return an order for a change of mind.
Frequently Asked Questions About Cancelling Online Orders in Australia
Can I cancel an online order immediately after placing it?
Legally, no—not unless the retailer’s policy specifically allows it. Once you complete a purchase and receive confirmation, a contract exists between you and the seller. However, many Australian retailers offer a grace period where you can cancel before the order ships. Contact the store immediately if you need to cancel, but be prepared for them to say no if their terms don’t permit cancellations.
Do I have a cooling-off period for online purchases in Australia?
Generally, no. The cooling-off period in Australian Consumer Law applies mainly to unsolicited consumer agreements (like door-to-door sales or telemarketing). Regular online purchases that you initiate yourself don’t automatically come with a cooling-off period. Some retailers may offer their own voluntary cooling-off or satisfaction guarantee, but this is a store policy, not a legal requirement.
What if the store says “no refunds under any circumstances”?
This statement is misleading and potentially illegal. While stores can refuse change-of-mind refunds, they cannot exclude your rights under Australian Consumer Law. If a product is faulty, unsafe, or not as described, you’re entitled to a remedy regardless of what the store’s policy says. You can report misleading refund policies to the ACCC.
Can I get my money back if I ordered the wrong size or colour?
Only if the store’s policy allows change-of-mind returns. Australian Consumer Law doesn’t require retailers to accept returns for buyer’s error. However, if the product was incorrectly labelled or the listing was misleading (for example, showing one colour but delivering another), you may have grounds for a refund under consumer guarantees.
How long do I have to cancel an online order in Australia?
There’s no set timeframe under Australian law for standard online purchases. Your ability to cancel depends entirely on the retailer’s specific policy. For faulty goods or items not as described, you should report the issue as soon as reasonably possible after receiving the product. The longer you wait, the harder it may be to prove the fault existed at the time of purchase.
What should I do if a retailer won’t cancel my order before it ships?
First, check the retailer’s cancellation policy to confirm whether pre-dispatch cancellations are allowed. If they are, insist the store honours its own policy. If the policy doesn’t permit cancellations, you’ll likely need to wait for the item to arrive and then follow their returns process. Document all your communication attempts in case you need to dispute the charge later.
Can I cancel an order if the delivery is taking too long?
Yes, potentially. Under Australian Consumer Law, products must be delivered within the timeframe agreed at purchase, or within a reasonable time if no specific timeframe was mentioned. If delivery is significantly delayed without reasonable explanation, you can cancel the order and request a full refund. Contact the retailer first to give them an opportunity to resolve the issue.
Are there any items I definitely can’t cancel or return in Australia?
Some products are commonly excluded from change-of-mind returns, even when stores have generous return policies. These typically include personalised or custom-made items, perishable goods, intimate apparel (for hygiene reasons), digital downloads once accessed, and items sealed for health protection that have been opened. However, if any of these items are faulty or not as described, your consumer guarantee rights still apply.
What’s the difference between a store return policy and my legal rights?
A store return policy is a voluntary customer service offering that goes beyond legal requirements. For example, a 60-day change-of-mind return policy is the store being generous—they’re not legally required to accept change-of-mind returns at all. Your legal rights under Australian Consumer Law are mandatory protections that apply regardless of store policy, covering faulty goods, misrepresentation, and failure to deliver.
Can an online store charge me a restocking fee for cancellations?
If you’re exercising your rights under Australian Consumer Law (for faulty goods or products not as described), the store cannot charge you a restocking fee or any other fee. For change-of-mind returns where the store has voluntarily agreed to accept the return, they may charge a restocking fee if this was clearly disclosed in their policy before purchase. However, the fee must be reasonable and not designed to discourage legitimate returns.
Conclusion
So, can online stores refuse to cancel orders in Australia? Yes—if you’ve simply changed your mind and the store’s policy doesn’t allow cancellations. But no—if the product is faulty, not as described, or fails to meet consumer guarantees under Australian Consumer Law.
The key is knowing your rights and understanding when store policies apply versus when the ACL overrides them. If you believe a retailer is unfairly refusing a legitimate cancellation request, don’t hesitate to escalate the matter through your bank, the ACCC, or state consumer authorities.
Remember: being an informed shopper means reading policies, checking details before you buy, and acting quickly if something goes wrong. Have you ever had trouble cancelling an online order? Share your experience in the comments below—or explore our other guides on protecting your consumer rights in Australia.
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