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This letter may be used by or on behalf of a purchaser who places an order for goods, but never receives them.
The letter may be adapted in a number of ways. It may be sent from the person who placed the order. Alternatively, it may be sent by somebody on behalf of the person that placed the order (such as a parent or coworker).
The letter allows the purchaser to provide details about the order, to enable the seller to track it down. It also identifies some of the key rights of the purchaser, including the right to a refund, and the right to demand delivery of the goods.
So if you or somebody you know has placed an order for goods but has not received them, use this template to quickly and easily assert your rights and ensure that either the order is fulfilled, or a refund is provided.
How to use this document
If evidence is being provided in connection with this matter (such as a copy of any proof of payment, or copies of emails or other correspondence between the seller and the purchaser), make sure they are attached with the letter. Keep a copy of the letter and the attachments for your records.
Once the letter has been completed and any relevant evidence is attached, simply deliver the letter and attachments (if applicable) to the organisation from which the delivery or refund is being requested.
Many consumer issues are dealt with at the national level under the Australian Consumer Law which is contained in Schedule 2 of the Competition and Consumer Act 2010 (Commonwealth). In particular, this legislation provides a number of consumer guarantees (which are minimum standards that sellers must meet).
In many cases, various pieces of legislation at the state or territory level may also apply. This may include legislation in relation to consumer affairs, sales of goods, and industry-specific legislation (for example health complaints legislation, or telecommunications industry legislation).
In addition, general principles of contract law, as provided by the common law, may also apply.
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