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Sell your products and services online

Selling online can be cheaper and more convenient for you and your customers. It can increase your customer base but also has risks. Make sure you understand your responsibilities and the risks before you sell online.

Reputation

Follow the same good business rules online as you would over the counter. Assure your customers that you are a reputable supplier to encourage them to shop online.

Clearly set out:

  • the terms of sale on your site—make them easily accessible
  • your refunds and returns policy—this must adhere to the same laws as shop-bought goods
  • your complaint handling policy.

Describe accurately and truthfully:

  • goods or services—specify any variations
  • terms and conditions
  • how and when you will deliver the goods or services—specify any extra charges before the customer agrees to buy.

Display your:

  • registered business name
  • company name
  • Australian business number (ABN)
  • physical business address
  • landline telephone number.

Know your product

Make sure you check if:

  • the product is legal
  • the product will work in Australia
  • any import duty and additional taxes apply
  • your suppliers have appropriate warranty and refund policies
  • the product has an authorised repairer nearby.

Payment and security

Always:

  • ask your customer to confirm their order before taking payment
  • use a secure (encrypted) website
  • use a secure and trusted payment processing method.

Customer privacy

Protect the use and security of customer information.

Always obey:

Customer service

Practice good after-sale service.

Put consumer feedback facilities like email, phone and fax numbers on your website.

Sales practices guide

We have published a series of guides to help businesses understand key parts of the Australian Consumer Law (ACL).

The ACL sales practices guide gives more details about the rules for different sales practices. You can access your free copy by following the links below.

Download the guide (PDF, 528KB)

Order a hard copy

Small business self-assessment checklist

This checklist will help you ensure your business is following the law.

You can find about the Australian Consumer Law, your rights and responsibilities when dealing with customers and where to get more information.

Small business self assessment checklist (PDF, 930KB)

Last updated
25 August 2016
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