Refund and Returns Policy

The Australian Consumer Law & Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services.

For example, the ACL requires that goods must be free of defects and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

2nds Appliances Refund & Warranty Policies

2nds Appliances will provide a refund, replacement or repair in accordance with 2nds Appliances Minimum Voluntary Warranty Policy set out in this document. This Policy only sets out the minimum time periods within which 2nds Appliances will offer you a refund, replacement or repair and your rights under the ACL may extend beyond these time periods.

To obtain a refund or any other remedy please visit or call your nearest 2nds Appliances store. You will be required to provide proof of purchase from 2nds Appliances. 2nds Appliances needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. 2nds Appliances reserves the right to have goods assessed within a reasonable time frame by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.

In most circumstances faulty goods would have been sold complete with out of the box accessories such as remotes, controllers, power cords, battery chargers and connectivity cables. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase.

2nds Appliances reserves the right to not provide a remedy in accordance with 2nds Appliances Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and 2nds Appliances has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances you may still have the rights against 2nds Appliances under the ACL.

Refund may be available after stated time limit if breach of Consumer Guarantees

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than 2nds Appliances, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the Store Manager of your 2nds Appliances store for assistance.

Minimum Voluntary Warranty Policy Guide

All Products (Excluding Computers, Tablets and Split Systems)

2nds Appliances or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. We may need to perform this assessment at your premises. In the event of a fault and if the product is determined faulty through no fault of the customer, then the customer can request an exchange or refund of the original purchase price. Alternatively, customers can request repair free of charge in accordance with the manufacturer’s warranty. If the product is a Big & Bulky product (i.e. white goods, large/fixed kitchen goods, air conditioners and certain TVs), then if possible 2nds Appliances will organise with the manufacturer to repair the product at your premises because this is generally the most convenient remedy. If you are not satisfied with this remedy, see the blue section below for seeking a remedy under the ACL.

2nds Appliances or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. We may need to perform this assessment at your premises. In the event of a major failure or minor defect and if the product is determined faulty through no fault of the customer, then the customer can request repair free of charge by an approved manufacturer’s repairer. If the goods cannot be repaired within a reasonable time frame the customer can request that 2nds Appliances replace the product. 2nds Appliances will then replace the product with a new or used product of the same brand that has similar features. In some circumstances the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price. See the blue section below for seeking a remedy under the ACL.

Whilst individual circumstances may vary and the law is uncertain, the policies set out above are intended to provide you with remedies that 2nds Appliances believes in most circumstances to be consistent with your statutory rights under the ACL in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, Consumer Guarantees or any other rights and remedies that you have under the law in relation to the goods sold by 2nds Appliances. If you are not satisfied with a remedy under the the 2nds Appliances Minimum Voluntary Warranty Policy you can discuss your concerns with a 2nds Appliances Store Manager who is authorised to provide an alternative remedy where appropriate.

Staff Code Of Conduct For Faulty Goods

2nds Appliances staff are obligated to ensure that your ACL rights are NOT limited in any way.
Limiting your rights may include:

• Informing you that the manufacturer is solely obligated to remedy your faulty product
• Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a time-frame considered reasonable under the 2nds Appliances Minimum Voluntary Warranty Policy or the ACL
• Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document
• Failing to assist in a courteous and timely manner with a remedy that is in accordance with the 2nds Appliances Minimum Voluntary Warranty Policy
• Redirecting you to another 2nds Appliances store because your original purchase was made there

If at any time you feel that 2nds Appliances staff conduct is not in accordance with these guidelines, ask to speak to the Store Manager or Manager on Duty.

Expenses Of Claiming Under 2nds Appliances Warranty Policy

If your goods are faulty and you are entitled to a remedy under the 2nds Appliances Minimum Voluntary Warranty Policy, 2nds Appliances will bear your reasonable expenses of making a claim under the Policy. This includes arranging and paying for, or reimbursing, the reasonable cost of the transport of the goods to and from your nearest store and/or to any repair agent, provided that you contact us in advance and obtain our prior approval.

More Information

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law visit the Australian Competition & Consumer Commission (ACCC) website: http://www.accc.gov.au/consumers/consumer-rights-guarantees