Neptune Blanket, an online retailer, has paid $59,400 in penalties after the Australian Competition and Consumer Commission (ACCC) issued three infringement notices for misleading statements regarding consumer guarantees.

The ACCC's investigation revealed that Neptune Blanket made false or misleading statements in emails to consumers who sought refunds for products. These statements suggested that returns were discretionary, that items needed to be unopened for exchanges, and that customers were responsible for return shipping costs.

Under the Australian Consumer Law (ACL), consumers have basic rights, including the right to refunds, repairs, or replacements if goods fail to meet consumer guarantees. The ACCC expressed concern that Neptune Blanket's misleading statements may have discouraged consumers from pursuing their rightful remedies.

Additionally, the ACCC issued a third infringement notice for Neptune Blanket's failure to include mandatory wording in its warranty statement on the website. This wording is required to inform consumers of their rights under the ACL.

Neptune Blanket has since ceased using the misleading statements, updated its website with the required warranty wording, and improved its processes. However, the ACCC noted that compliance improvements after engagement do not prevent enforcement actions.