Hey Lifehacker, I recently bought a GoPro 4 from an online retailer (BecexTech). It never arrived and I have been stuck in a seemingly endless loop of emails with BecexTech customer support blaming Australia Post and refusing to refund the purchase. Australia Post tell me they never received the item in the first place, BecexTech tell me Australia Post have lost it. Someone is obviously wrong (or lying). How can I force BecexTech to refund my purchase? Thanks, Go Slow
Online shopping picture from Shutterstock
This is one of the chief caveats of dealing with offshore retailers. As you may or may not know, BecexTech has an Australian storefront but most of its stock comes from overseas warehouses. When something goes wrong, it can be extremely difficult to enforce your consumer rights -- especially if there's no evidence that your rights were actually broken.
As it stands, it's basically your word against BecexTech's and/or Australia Post. As you point out, someone is clearly wrong (our money would be on BecexTech) but it's not something you can easily prove. Were you supplied with a tracking number? If not, it always pays to contact the merchant and request one -- that way you can see where the delivery trail ends in the event of a package not showing up.
Some retailers will happily refund customers if an item doesn't show up in the post, but BecexTech doesn't appear to be among them. Here's what the company has to say on its website about lost of missing goods:
We strongly recommend you to insurance your order as there might be possibility that you order will be damaged and lost on delivery. Insurance is optional and the fees is all on the product page. The fees vary depending on the value of the goods. Please note that BecexTech Australia is not liable for any lost item if insurance is not purchased.
Cheeky, eh? If no-one is prepared to take responsibility, it could be worth contacting the relevant consumer affairs department in your state. We wish you the best of luck.
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