Black Friday Sales or Business as Usual: Are Your Ecommerce Terms and Conditions Legally Ready?
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Whether you are preparing for Black Friday, launching an online store or selling online year-round, increased traffic and orders can expose gaps in your terms, pricing, delivery promises and returns processes. If these are unclear or inconsistent with Australian Consumer Law, your business may face complaints, chargebacks and disputes.
The following areas provide a practical starting point for checking that customers can clearly understand what they are buying, the total cost, expected delivery and what happens if something goes wrong.
Are Your Online Terms Clear and Easy to Find?
Online terms should be available before purchase, written in plain English and clearly accepted, such as through a checkout checkbox. They should identify the seller and address orders, payments, stock, cancellations and liability without removing customers’ Australian Consumer Law rights. The appropriate wording will depend on the business’s products, sales process and risks.
Are Your Discounts and Price Claims Accurate?
Discount claims – including Black Friday promotions, percentage savings, “was/now” pricing, countdowns and limited-stock messages, must be accurate and supportable. New businesses should not claim a previous price unless the product was genuinely offered at that amount, while established retailers should ensure their pricing history supports the saving. Mandatory fees must be included in the total, with other charges disclosed before checkout.
Do Your Returns Terms Respect Consumer Guarantees?
Discounted goods generally carry the same consumer guarantee rights as full-price goods, so statements such as “no refunds on sale items” cannot exclude remedies for faulty, unsafe or misdescribed products. Returns policies should distinguish these rights from change-of-mind returns and explain how customers can request a remedy without misleading limits or conditions.
Can You Meet Your Delivery and Stock Promises?
High order volumes can place pressure on stock and delivery systems. Website information and fulfilment terms should use realistic estimates and reflect how the business handles delays, unavailable stock, pre-orders and damaged parcels. The appropriate approach depends on the products, delivery providers and promises made to customers.
Could Any of Your Terms Be Unfair?
Standard terms should not give the business broad rights while leaving customers with few protections. Clauses allowing the seller to change prices, cancel orders, substitute products or avoid responsibility without a reasonable basis may be unfair. Whether a term is fair depends on its wording, the business’s legitimate interests, its effect on the customer and the contract as a whole.
Are Customer Information and Marketing Consents Handled Properly?
Online sales and promotional campaigns may involve email sign-ups, abandoned-cart messages, website tracking and customer information. Businesses should check whether the Privacy Act applies and ensure relevant privacy policies explain how information is collected, used, disclosed and protected. Marketing messages, including Black Friday campaigns, must also meet applicable consent and unsubscribe requirements.
What Should You Review Before the Sale Goes Live?
Before launching a store or major campaign, test the customer journey from advertising to post-sale support. Ensure promotional claims, product pages, prices, stock and delivery information are accurate, and that terms, policies, communications and business processes are consistent. A legal review can identify gaps that may not be obvious internally.
These issues are a starting point, not a compliance assessment. Required terms and policies depend on the business model, products, customers, sales channels and campaign promises. Tailored advice can identify the obligations and risks that apply.
How CJM Lawyers Can Help
CJM Lawyers can prepare ecommerce terms, returns and refund policies, privacy policies and promotional terms for new stores or review the current policies for established businesses. We also advise on Australian Consumer Law, unfair contract terms, complaints and online sales disputes. Arrange a legal health check before your next campaign to help protect your business, reduce disputes and give customers confidence to buy.
Disclaimer: This article provides general information only and does not constitute legal advice. The information may not apply to your circumstances and should not be relied on as a substitute for tailored legal advice. If you need advice, please contact CJM Lawyers to speak with one of our legal professionals.
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