Customer Care Plan
All our products come with a full manufacturer's warranty. Note that you'll need the tax
invoice from your purchase to make a claim.
If you lose your original tax invoice please let us know and we'll re-issue it.
Note that most small appliances have no "in-house service".
If your appliance requires servicing you will be required to take it to your nearest approved service agent.
These agents can be located by contacting your manufacturer directly.
Commercial Customer Care Plan
If you're buying something that will be used in a commercial environment, the manufacturer's
warranty covers a maximum of the first 3 months only.
Extended Customer Care Plan and Business Customer Care Plan
Appliances Online offers an extended Customer Care Plan that covers parts and labour required
for repair of goods that suffer mechanical or electrical failure within Australia,
for a period of up to 3 years outside the term of the standard manufacturer's warranty.
(Subject to some
brief terms and conditions
The extended Customer Care Plan is offered by Wesfarmers General Insurance Limited trading
as Lumley Insurance ABN 24 000 036 279.
If your goods are deemed faulty following confirmation by the manufacturer you may replace them free of charge by calling 1300 000 500.
If you notice any damage to your goods please notify our delivery team at the time of delivery. We recommend you thoroughly inspect your goods at this time. If you notice any damage to your goods within 24 hours of receiving delivery please notify Appliances Online immediately. Evidence of damage will be required i.e. photographs.
If for any other reason you need to return an item please call the Appliances Online customer help line on 1300 000 500 within 5 business days of receiving delivery.
If your goods remain boxed and unopen you may return them within 30 days for a full refund. A collection fee of $50 or the amount of your delivery fee if it was greater than $50 will apply.
If your goods have been unboxed but otherwise are as new (have not been used or connected) a 20% restocking fee (20% of your purchase price) will apply. Appliances Online does not deal with factory seconds, damaged or open goods and charges restocking fees to cover return costs. A collection fee of $50 or the amount of your delivery fee if it was greater than $50 will apply.
Please note, if you have requested connection of your goods Appliances Online will unbox the product for you at the time of delivery. Also, we recommend you inspect your new goods thoroughly at the time of delivery.
We will organise for your return goods to be collected. Goods are usually collected within 3 days.
You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you and subsequently returned, a charge will be made to repair the product to its original condition. Please be aware that where repair is not economically viable no refund will be made.
All refunds will be issued when goods have arrived back to an Appliances Online warehouse and have been inspected by a member of our team. Refunds will be made by the same method used for the purchase.
We are unable to accept return of any goods that you have attempted to install or have used.
"You really stand out"
I would just like to say what excellent service you & your company has. I
have been organising this from London for my rental property in Fairlight
and you have made it so easy. So responsive & helpful (even when its middle
of the night in Australia) and I especially like your connection with Handy
Crew, so that I didn't have to organise a quote & installation separately.
I sent the same query to your competitors, but their service was no where
near as good - you really stand out from your competitors.
"Follow up service is fantastic"
, London, UK
I purchased a washing machine from you and i would like to say that your website and follow up service is fantastic. I would also like to congratulate the 2 delivery guys as they were professional, courteous and punctual. We will definitely be buying our appliances online from now on
"Impressed with the speed of delivery"
Order number 1***9 in Adelaide, Norwood just got the fridge delivered - thank you very much. Pleasure shopping online and am impressed with the speed of delivery. Also saved about a $100 in comparison with buying it in a shop/s here. An immediate answer either via e-mail or phone is greatly appreciated. Cliché it might be, but one really feels a valued customer when dealing with appliancesonline. They will do all possible to help. Good old customer service, a friendly smiling face in your e-mail's in-box or at the end of a phone line. I didn't get to use live chat feature, where your questions get answered straight away but what a brilliant idea! I recommended your online shop to a few friends already.
"Service and attitude was far superior to anyone else"
Hi There, I just wanted to make sure Wil in your sydney office (english
guy) gets a pat on the back or similar - I just ordered a fridge from
you, after sepaking to a number of your competitors, and his service and
attitude was far superior to anyone else i dealt with, and this was
then the reason i bought from you. Cheers
"I am utterly impressed"
, Lane Cove, NSW
That is just fantastic. Honestly that is such a nice thing for you to do.
In October I will need a BBQ and a microwave of which I will be getting both from you.
On another note, I would just like to say how fantastic you are to deal with, who ever knew that purchasing something on line would have such an amazing personal customer service offering attached. I am utterly impressed and have been telling everyone about this sensational service.
Thank you again. I can't wait to get my new fridge.
, Collingwood, VIC