Am I Entitled to a Refund? Can I Challenge This?
Last week, I bought a Surefeed microchip cat feeder from Petbarn because my housemate’s overweight cat keeps devouring my cat’s kibble, forcing me to buy far more than I usually do.
I spent $200 on it, and to be honest, I’m pretty disappointed. While it opens for my cat, the other cat just hangs around and waits until my cat starts eating, then barges in to chow down. The product claims to shut when it detects any “intruders,” but that’s clearly not happening—it just stays open. It also states that it’s secure and quick, yet that little troublemaker managed to tip it over and shake kibble out one night. Plus, when my cat leaves, it sometimes stays open for a full 10 seconds, giving the other cat a chance to sneak in. Overall, the quality isn’t what I expected at all.
I reached out to Petbarn, planning to return it with the box and receipt since I’m completely dissatisfied. The staff member said I couldn’t return it, but she would check with her manager. The manager then told her that, due to Australian food safety laws, I couldn’t return any food-related products because they can’t resell them. She even suggested I should sell it on Marketplace instead—so essentially, I’m losing $200.
I mentioned this to my fiancé, and he believes that what they did is illegal under Australian consumer protection laws. He’s willing to go with me to speak to them in person and suggest involving the ACCC if needed. Is he correct? The product definitely does not meet the advertised standards; it’s slow, unresponsive, and fails to work properly most of the time.
I’m sorry to hear about your experience with the Surefeed microchip cat feeder; that sounds really frustrating. Based on what you’ve described, it seems like you might have a valid case under Australian Consumer Law (ACL).
According to the ACL, consumers are entitled to a product that is of acceptable quality, fit for purpose, and matches the description provided by the seller. Since the feeder isn’t operating as advertised—particularly with the concerns about it not securely detecting “intruders” and other performance issues—you could argue that it is not of acceptable quality.
If the store is denying you a refund and insisting you can’t return it due to food safety laws, it’s worth noting that consumer rights often supersede these policies when it comes to defective products. You might want to consider the following steps:
Review Your Receipt: Check if it mentions any specific return policy. If you believe it’s misleading or doesn’t align with your rights as a consumer, that could bolster your case.
Document Everything: Keep any records of your communications with Petbarn, including the names of staff, dates, and details of your conversations. Photos or videos of the feeder showing its flaws could also help.
Engage Politely: When you go back to the store with your fiancé, explain your situation calmly and clearly. Sometimes, a polite but firm conversation can lead to a better outcome.
Escalate if Needed: If the store still refuses to help, you can contact the Australian Competition and Consumer Commission (ACCC) for advice. They can guide you on how to proceed and may help facilitate a resolution.
Consider Alternative Resolutions: If a refund isn’t possible, you could also explore getting a store credit or exchange for another product that might meet your needs better.
Your fiancé is correct that under consumer protection laws, you have rights. It’s definitely worth pursuing, especially if the product is not functioning as promised. Good luck!