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.
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.
There are two main types of returns - please read them below (points 2. and 3.)
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 if they have been opened, used, or installed (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.
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.
- No restocking fee will apply 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.
You may choose to receive a full refund or have the correct part sent instead (any price difference will be adjusted accordingly).
4. Non-Returnable or Special-Order Items
Some parts, particularly specially ordered or overseas-sourced items, may not be returnable due to supplier restrictions. We’ll inform you at the time of purchase if an item is non-returnable.
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.
Items sourced from third-party suppliers, including products from China or Europe, do not have a warranty.
There is no warranty on fragile parts (e.g., glass, ceramic, or other easily breakable items).
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.