Returns Policy at Home Appliances Online

Returns Policy – Home Appliances Online

We aim to make your shopping experience smooth and transparent. Please read our returns policy carefully before sending anything back.

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1. Important – You MUST Notify Us Before Returning Any Item

Do not send any items back without first contacting us. All returns must be approved and logged in our system before being sent. If you send back an item without notifying us, your return may be rejected or delayed. In such cases, an additional 10% processing fee (making a total restocking fee of up to 30%) may apply. The return may also be declined, in which case the part must be sent back to the customer at their own cost or method. If the customer does not arrange for collection or return postage within 30 days, the part will be considered abandoned and disposed of.

There are two main types of returns - please read them below (points 2. and 3.)

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2. Returns When You Ordered the Wrong Part or Changed Your Mind

If you purchased the wrong part, found it doesn’t fit your appliance, or simply no longer need it, you can return it under the following conditions:

• Return request must be made within 14 days of receiving your order.
• The item must be unused, in its original packaging, and in the same condition it was supplied.
• Electrical parts cannot be returned  (for safety reasons).
• You are responsible for return shipping costs, and the original shipping fee is non-refundable.
• A 20% restocking fee will apply to cover handling, repackaging, and restocking costs. This applies to all returns where Home Appliances Online was not at fault.

Because processing returns takes significant time and resources, please always double-check your model number and part details before ordering. 

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3. Returns When We Are at Fault (Faulty Item, Incorrect Advice or Wrong Listing Compatibility Information)

If you received the wrong item because we advised you incorrectly or the information on our website was incorrect, we’ll make it right:

• We will cover the return shipping cost. You will be sent a pre-paid shipping labels and instructions to return the incorrect item back to us. (You must use the NZ Post return ticket provided by us, we will not reimburse 3rd party shipping).
• No restocking fee will be taken if you choose to get a refund (you could choose to get a replacement item instead)
• Your original shipping fee will also be refunded if you choose to get a refund.
• If you instead choose to get the wrong item replaced by the correct part, you will not be charged for shipping. The price difference between the wrong item and correct part will be refunded (if the correct part is cheaper), or must be paid for by the customer if it is more expensive.

You may choose to receive a full refund or have the correct part sent instead (any price difference will be adjusted accordingly).

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4. Non-Returnable or Special-Order Items

Some parts, particularly specially ordered or overseas-sourced items, are not returnable due to supplier restrictions. This is common for expensive items, such as cooktop / oven glass, as well as other items which must be sourced from suppliers.

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For any return requests, please contact us first via our website or email so we can guide you through the correct process.

Warranty Claims at Home Appliances Online

At Home Appliances Online, we strive to offer high-quality products. However, please be aware of the following terms related to warranties:

All items purchased from Home Appliances Online come with a minimum 12-month warranty unless otherwise stated. Some products may be subject to the manufacturer’s specific terms and conditions.

For electrical service parts, installation must be carried out by a registered electrical worker or a licensed plumber (depending on the part purchased). The cost of installation for both original and replacement parts is the customer’s responsibility. 

For warranty claims related to electrical parts, we require proof of installation by a qualified professional (electrician or plumber). We also need evidence of failure before we can proceed with a replacement.

If an item fails within the warranty period, we will cover the freight cost of sending a replacement part and will supply a return label for the faulty item. We will not reimburse third-party shipping costs if you choose not to use the provided return label.

There is no warranty on fragile parts (e.g., glass, ceramic, or other easily breakable items such as fridge shelves).

We reserve the right to refuse a warranty claim if the goods have been damaged, misused, or, for electrical products, if they were not installed by a registered electrician, plumber, service agent, or suitably qualified person.

To initiate a warranty claim, please email us with details of the issue you’ve encountered with the part. We will contact the supplier on your behalf to investigate the issue. The email should include a clear description of the problem with the part and any relevant supporting evidence (photos or installation proof).

We will inspect the faulty product within 7 days of receiving the claim and will either offer a replacement or a refund, depending on your preferred resolution.

Thank you for choosing Home Appliances Online. We’re here to assist you and ensure your experience is as smooth as possible.

Once an item has been delivered and received safely, we do not offer returns unless the item is faulty or incorrectly supplied.

Return Address: Unit 5 / 3 William Pickering Drive, Albany, Auckland, 0632.