Warranty Length
All new products we sell (excluding accessories and parts) include a minimum 12-month manufacturer’s warranty. Some products offer an extended standard warranty from their respective manufacturer or supplier. These warranties are in addition to the consumer warranties and guarantees provided under the Australian Consumer Law. Please contact us if you are unsure of the warranty length or term on a product.
Warranty Claims
If you have any issues with a product and would like to lodge a warranty claim please complete our SERVICE REQUEST FORM. Once completed we will forward this form to the appropriate supplier (who is responsible for your product's warranty) and they will contact you regarding the issue and provide a resolution.
Please include as much information as possible regarding the issue and include photos and/or videos where possible. This is so the issue can be clearly assessed and a happy resolution can be quickly reached.
Please note we are not a repair agent and do not carry out repairs, our suppliers are responsible for the warranties and repairs and will manage all warranty claims, it's usually much easier dealing with the supplier directly rather than having us a middleman relaying information back and forward, but we are always here to help as required. If you require the contact details of the supplier/manufacturer we will be happy to provide you with this information.
Warranty / Repair Resolutions
We and our suppliers always strive to offer a quick and happy resolution regarding warranty claims and repairs. All warranty claims are treated on a case-by-case scenario as they all differ depending on the product, the supplier and the issue. Resolutions may include (in this order) troubleshooting/product adjustments, replacement parts, partial refunds, replacement units or credit/full refunds.
Troubleshooting
Once you have provided details of your enquiry our customer support team will troubleshoot with you to help resolve your issue. Simple issues can often be addressed by troubleshooting via email or over the phone, without the need to send out an onsite technician or return the item. We may also request you contact our suppliers/brands directly to troubleshoot issues as they have more extensive knowledge of their products and can more quickly resolve issues.
Repairs, Replacements, Refunds
If a product has an issue our suppliers or their repair agents will always first repair your product where possible and parts may need to be ordered from Australian or international warehouses.
If the product is found to have a major fault that can not be easily repaired, then in accordance with Australian Consumer Law and at the discretion of the supplier, you may be entitled to a replacement or refund. This is usually determined by the nature of the fault and if the product is unable to be repaired. Please note it is very rare for a refund or replacement to have to be offered as most issues can be repaired easily. We ask that you please work with us and our suppliers/manufacturers to reach a happy solution for all parties.
Warranty Exceptions
There are some exceptions to manufacturer warranties including but not limited to:
- Shipping to the repair agent or call-outs to the business (repair on site) may not be covered under warranty.
- Damage arising from misuse. Be sure to read the product manual.
- Products that have not been maintained correctly or that have been modified.
- Normal wear and tear on items such as blades and bearings.
- Damage to packaging. It only matters if the packaged product is not damaged.
- Door hinges & locks on display cabinets, fridges and freezers for example.
- Broken glass (unless the product is delivered broken)
- Please allow for minor variations in product dimensions, colour or finish to what was expected or shown in online product images and descriptions.
- Minor superficial scratches, chips or dents that do not affect performance.
- Equipment that has been opened, repaired or modified by anyone other than an authorised repair agent, or without our or our suppliers' consent.
Repair Agents
Under warranty guidelines, all suppliers will usually arrange for their repair agents to service any products. If you have your own repair agent who can attend to your business faster, please check with us/or the supplier first before organising. If you use your own repair agent without prior consent, the repair agent's fee will not be reimbursed and doing so will most likely void the remainder of your warranty.
For customers in rural areas, we occasionally we may ask them if they have a local or preferred repair agent who can carry out the repair.
Sometimes items may need to be shipped to our supplier/brands service department for assessment or repair. Whilst our suppliers/brands always strive to assess returned units as quickly as possible, please allow up to 2 weeks for assessments once the item has been received. Some items such as large appliances including fridges, freezers and ovens may need to be assessed on-site.
If for any reason you are not satisfied with a repair agent or the resolution of the issue, then we will be happy to connect you with the supplier/manufacturer to discuss and resolve this further.
