Refund policy
Returns Policy – Home Appliances Online
We aim to make your shopping experience as smooth and transparent as possible. Please read the information below carefully before requesting or sending any return.
Before returning any item, you must contact us and obtain approval. All returns must be approved and logged in our system before being sent back. Items returned without prior notification or approval may be rejected or delayed. In such cases, an additional processing fee may apply, resulting in a total restocking fee of up to 30 percent. Your return may also be declined, in which case you will have to sort out shipping to get the part sent back to you.
There are two main types of returns, depending on whether the return is due to customer error or an issue on our side.
Standard Returns / Change of Mind / Incorrect Purchase (Customers Fault)
If an item has been purchased incorrectly by the customer, including situations where the wrong part was selected, the part does not fit, or the item is no longer required, a return may be requested under the following conditions. The return request must be made within 14 days of receiving the order. The item must be unused, in its original packaging, and in the same condition as supplied.
Electrical parts and components are non-returnable. Due to the nature of electrical parts, it is difficult to verify whether a component has been installed, tested, or if it is still functional. As such, all electrical components are considered final sale upon purchase. We highly encourage all customers to check their model number on our website, and to ask us if unsure before purchasing an electrical components. In exceptional circumstances, Home Appliances Online may, at its sole discretion, consider a return request for an electrical component if it is unused, unopened, and in its original packaging. Approval of such requests is not guaranteed and will be assessed on a case by case basis.
Return shipping costs are the responsibility of the customer, and original shipping fees are non-refundable. A restocking fee of 20 percent will apply to cover handling, repackaging, and restocking costs. This applies to all returns where Home Appliances Online is not at fault. Processing returns requires significant time and resources, and customers are encouraged to carefully check model numbers and part compatibility before placing an order.
Some items may not be eligible for return due to supplier restrictions. This includes certain specially ordered or overseas-sourced parts.
All return requests must be submitted via email or our website with your order number and details of the item you wish to return. Once approved, we will provide instructions on how to proceed.
Once a return has been received at our warehouse, it may take up to 21 days to process and initiate a refund. If you have sent your part back and you have not received a refund, please contact us and let us know. We highly encourage all return packages to be sent via tracked couriers in order to confirm if it has been received or not.
Returns where Home Appliances Online is at fault
If an item has been supplied incorrectly due to incorrect advice from our team or inaccurate compatibility information on our website, we will resolve the issue promptly and cover shipping costs. In these cases, we will cover the return shipping cost and provide a prepaid shipping return label with instructions. No restocking fee will apply if you choose to return the incorrect item, your original shipping fee will be refunded as well as the full cost of your part. If you choose a replacement instead, shipping for the replacement item will be provided at no additional cost. The price difference (if any) between the incorrect item initially purchased and the correct item it is being exchanged for will be sorted, with a refund (if new part is cheaper) or additional payment by the customer (if new part is more expensive). If you receive an order incorrectly at the fault of incorrect information on our website or inaccurate advice from our team, please let us know ASAP at info@homeappliancesonline.co.nz and we will rectify the situation as soon as possible.
Please note: If you purchase multiple items from us, and only one or some of the items in that order are incorrect at our fault, you will only be part of the original shipping cost that is connected to the incorrect part, and not the shipping cost for the other item(s) if you choose to keep them.
Warranty Information
All items purchased from Home Appliances Online include a minimum 12-month warranty unless otherwise stated. Some products may be subject to the manufacturer’s specific warranty terms.
Electrical service parts must be installed by a registered electrician or authorised service centre/agent. Installation costs for both original and replacement parts are the responsibility of the customer. For warranty claims relating to electrical components, you must provide evidence the part was installed by a registered professional and that the part is faulty.
If an item fails within the warranty period, we will cover the cost of shipping a replacement and provide a return label for the faulty part. We do not reimburse third-party shipping costs if the provided return label is not used.
Fragile items such as glass, ceramic components, shelves, and similar items which easily break physically are not covered by warranty.
We reserve the right to decline warranty claims where items have been damaged, misused, or not installed by an professionally qualified person.
To initiate a warranty claim, please email us with a clear description of the issue, along with supporting evidence such as photos, videos, or installation documentation. Once received, we will assess the claim and aim to inspect the returned item within seven days. Depending on your preference, a replacement or refund will be offered where applicable.
Once an item has been delivered and received safely, returns are not accepted unless the item is faulty or incorrectly supplied.
Return Address
Unit 5 / 3 William Pickering Drive
Albany, Auckland 0632
Thank you for choosing Home Appliances Online. We are always here to assist and ensure your experience is as smooth as possible.