With Black Friday and similar ‘stock clearance’ sales
fast approaching, retail outlets across the country are
preparing to roll out heavy discounts. While consumers are
encouraged to take advantage of potential savings during
these sales, the Consumer Council is reminding everyone to
remain fully aware of legal refund policies during this peak
shopping period.
Many retailers routinely display
blanket “No Refund” or “Items Once Bought Cannot Be
Returned” signs near their checkout counters. The Council
strongly reminds traders that such exclusionary clauses
violate consumer protection laws. Every consumer is legally
entitled to a remedy, including a refund, if a product is
faulty, fails to match its description, or is not fit for
its intended purpose. Displaying blanket disclaimers
undermines fundamental consumer rights and creates false
impressions about statutory protections.
Consumer
Council of Fiji Chief Executive Officer, Ms. Seema Shandil,
stressed that clear refund procedures must be an operational
standard for all businesses.
“If you sell goods or
provide services, fair handling of refunds must be built
directly into your business processes and systems. Providing
remedies when a consumer has been wronged is a fundamental
principle of doing business. Management must ensure
front-line staff are properly trained on correct refund
procedures,” said Ms. Shandil.
At the same time, Ms.
Shandil highlighted the distinction between legal
entitlements and discretionary returns:
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“Consumers
must also understand the specific circumstances that trigger
a mandatory refund. Mandatory refunds apply if an item has
an inherent defect, differs from its advertised description,
or fails to perform its intended function. Conversely, if a
consumer simply changes their mind, such as deciding they no
longer want the item or finding it cheaper elsewhere, the
law does not require a refund. In those instances, any
return or exchange remains strictly at the trader’s
discretion.”
The Council urges consumers to shop
responsibly and stay informed of their rights and
obligations during Black Friday sales. Equally, traders are
reminded of their legal duty to respect and uphold consumer
rights.
Consumers who encounter issues regarding
refunds or faulty promotional items are encouraged to
contact the Consumer Council of Fiji via the toll-free
National Consumer Helpline on 155, or by
email at complaints@consumersfiji.org.
