Boxing Day & year-end sales: scams, refunds and chargebacks explained

Boxing Day and end-of-year sales are among the busiest shopping periods in Australia. Large discounts, limited-time offers and online-only deals can be genuine — but they also create opportunities for scams, delivery failures and refund disputes.

When something goes wrong, many shoppers are unsure where to turn. Should you contact the retailer, your bank, or both? And what actually qualifies for a refund or a chargeback?

This guide explains how refunds and chargebacks typically work in Australia during the Boxing Day and year-end sales period, what evidence to keep, and how to avoid common mistakes that delay outcomes.

1) Common problems during Boxing Day and year-end sales

While many transactions go smoothly, consumer complaints during major sales periods often fall into a few familiar categories:

• Items never arriving or arriving significantly late
• Products that differ from their description or images
• Cancelled orders with delayed refunds
• Fake or misleading online stores
• Difficulty contacting the seller after payment

Understanding the type of problem you are facing helps determine whether a refund request or a chargeback is the appropriate next step.

2) Your refund rights still apply to sale items

Under Australian Consumer Law (ACL), consumers generally have the right to a refund, repair or replacement if a product is faulty, not as described, or unfit for its intended purpose. This applies even if the item was purchased during a sale.

However, there are important limits:

• A change of mind (for example, wrong size or colour) is not automatically refundable unless the retailer’s policy allows it.
• Clear “seconds”, clearance items or defects disclosed at purchase may reduce refund eligibility for those specific issues.

Retailers may offer store credit for change-of-mind returns, but they generally cannot refuse a remedy for genuine faults.

3) What to do first: contact the retailer in writing

Before involving your bank, it is usually best to contact the retailer directly. Many disputes are resolved at this stage.

When contacting the seller:

• Explain the issue clearly and calmly
• State what outcome you are seeking (refund, replacement, or repair)
• Attach evidence such as order confirmations, screenshots and photos
• Keep all communication in writing where possible

Save emails, chat transcripts and screenshots. These records can be critical if the issue escalates.

4) When a chargeback may be appropriate

A chargeback is a process where your bank or card provider reverses a transaction after investigating a dispute. Chargebacks are typically used when:

• The merchant does not respond or refuses a valid refund
• Goods were not delivered
• You were charged incorrectly or multiple times
• The transaction appears fraudulent

Chargebacks are generally available for card payments (credit or debit), not for cash or some direct transfers.

5) How the bank chargeback process usually works

While procedures vary slightly by bank, the typical chargeback process in Australia follows these steps:

1. You contact your bank and lodge a dispute, often online or via secure messaging.
2. You provide evidence (receipts, communication with the retailer, delivery tracking).
3. The bank assesses whether the dispute meets scheme rules (Visa, Mastercard, etc.).
4. The merchant is given time to respond or challenge the claim.
5. A decision is made, and funds may be provisionally or permanently returned.

Chargebacks are not instant. Investigations can take weeks, and outcomes depend on evidence and card scheme rules.

6) Deadlines matter more than many shoppers realise

Chargebacks usually have strict time limits. Depending on the card scheme and reason code, you may need to lodge a dispute within a set number of days from:

• The transaction date
• The expected delivery date
• The date you became aware of the issue

Waiting too long can reduce your options, even if your claim is otherwise valid.

7) Red flags during sales season

During Boxing Day and year-end sales, extra caution can help prevent problems:

• Websites with no physical address or contact details
• Prices far below market norms without explanation
• Pressure tactics such as countdown timers or “last chance” pop-ups
• Requests for payment via unusual methods

If something feels off, pausing before purchasing can save significant time and stress later.

How to protect yourself for future sales

Many experienced shoppers take a few simple steps to reduce risk:

• Pay by card rather than direct transfer when possible
• Save copies of listings at the time of purchase
• Read refund policies before clicking “buy”
• Check reviews from multiple sources

These habits do not eliminate risk, but they can make disputes easier to resolve.

Quick Q&A: Boxing Day refunds and chargebacks

• Q: Can a store refuse refunds just because it was a sale item?
  A: No. Sale items still have consumer guarantees if they are faulty or not as described, though change-of-mind rules may differ.
• Q: Should I go straight to my bank?
  A: Usually no. Banks often expect you to try resolving the issue with the retailer first, unless the transaction is clearly fraudulent.
• Q: Are chargebacks guaranteed?
  A: No. Outcomes depend on evidence, timing, and card scheme rules.

Disclaimer: This article is for general information only and is not legal or financial advice. Consumer rights and bank procedures may vary by situation and institution. Check official government guidance or your bank’s dispute policy for details.