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WARRANTY & RETURNS POLICY
These Terms and Conditions constitute a contract between the customer (you) and Webprice (Camberwell Electrics (Sales) Pty Ltd). These terms and conditions apply to the ordering, purchase, fulfillment and delivery of goods from www.webprice.com.au . This policy is in addition to any rights you have at law including under the Competition and Consumer Law, 2010 ("Act").
Please read the following Terms and Conditions carefully before placing your Order with Webprice. These Terms and Conditions contain important information about the ordering, processing, fulfillment and delivery of goods, including limitations of liability.
If you do not understand these Terms and Conditions or if you have any questions, please contact Webprice on 1300 788 795 or through our contact us page.
All products sold by Webprice are brand new (not second-hand, used, or re-packed). All goods are genuine and recognised brand names purchased from the Australian Distributor/Manufacturer and covered by their extensive parts and labour warranty wherever you live in Australia.
NO CHANGE OF MIND RETURNS
Please choose carefully as Webprice does not accept return of goods because you change your mind or make a wrong decision.
AUSTRALIAN CONSUMER LAW
Any items sold & supplied by Webprice come with a guarantee that cannot be excluded under the Australian Consumer Law. You, as a customer of Webprice, 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 the failure does not amount to a major failure.
WHEN GOODS WILL BE ACCEPTED FOR RETURN
Subject to proof of purchase (receipt) and assessment of fault/failure of item, Webprice will accept the return of goods, where the product is:
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not of acceptable quality;
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not reasonably fit for its intended purpose;
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not as described by Webprice to you;
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not in accordance with a sample or demonstration model of the goods shown to you by Webprice;
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subject to any express warranty given by Webprice or the manufacturer of the goods, and the goods are returned within the warranty timeframe; or
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otherwise fail to meet a consumer guarantee under the Act.
GOODS NOT ACCEPTED FOR RETURN
Webprice.com.au reserves the right to refuse to refund or exchange certain goods, because of their nature, including but not exclusively limited to:
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computer software and capture cards,
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trolleys,
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brackets,
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accessories,
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specially modified items, e.g. special orders,
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goods supplied directly from Manufacturer,
And any other item that is generally regarded as being protected by copyright provisions.
ASSESSMENT OF GOODS FOR RETURN
Subject to any law to the contrary, Webprice reserves the right to assess the eligibility of goods submitted for return (including the condition and age of the goods) before accepting them for return.
Webprice will exchange the goods if the product supplied is dead on arrival, damaged in transit or incorrectly shipped and the claim for exchange must be made within 2 days from the date of delivery. The procedure for claiming a refund or exchange will be as follows:
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If the product you receive is dead on arrival, damaged in transit or incorrectly shipped, you should contact our Customer Service staff immediately and request a Return Goods Authority (RGA) form.
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The RGA form must be completed and signed by you and accompany the returned goods. Webprice will then organise to pick the product up from you at our cost. You will need to retain a copy of the carriers consignment note as proof that the product has been collected from you.
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Please note that Webprice will not accept a product return without a RGA form and once an RGA has been issued, the product must be returned within 15 calendar days.
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Webprice will check any product returned within 7 business days of receipt into our warehouse to ascertain the performance or product damage. In some situations it may be necessary to return the product to the manufacturer or their service agent for checking.
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If Webprice or the manufacturer determines that the product is defective, Webprice will supply a new product at no additional cost.
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If you receive a product that is incorrectly shipped i.e. not the product you ordered, we will send you the correct product at no additional cost.
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You will be issued a credit for the original purchase price of the product and any associated freight costs and a new invoice will be issued.
There may be a situation where you elect to receive a refund, and if Webprice agrees, the refund will be issued by way of how you originally paid for the goods, i.e. cheque, electronic bank transfer or credit card to the value of the refund. Please note Webprice reserves the right to repair damaged goods or charge for any associated costs prior to offering any refund.
Webprice reserves the right to test any returned product and while goods are being assessed, Webprice will not be deemed to have accepted the goods for return.
Subject to the requirements of the Act, returned goods must be in its original condition and complete with all the instruction books and accessories originally supplied and include all the original packaging. If such conditions are not met, Webprice reserves the right to charge a restocking fee, which will be deducted from the purchase price or in the case of an exchange, payable by the purchaser pursuant to the payment terms of Webprice.
WHAT HAPPENS WHEN GOODS ARE ACCEPTED FOR RETURN
Subject to any obligation of Webprice at law including under the Act, when Webprice accepts goods for return:
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for a major failure (as defined in the Act), you may either:
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reject the goods and choose a refund or identical replacement or one of similar value (if reasonably available);
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keep the goods and get compensation for any drop in value of the goods caused by the failure; or
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agree with Webprice to a repair of the goods.
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otherwise, Webprice may offer either a repair, replacement or refund.
If you reject the goods purchased from Webprice for a major failure, you must return the goods to Webprice. If the goods cannot be returned without major cost to you as prescribed under the Act, you may ask Webprice to collect the goods.
If goods are accepted for repair, Webprice will undertake such repairs within a reasonable time. All repairs will be undertaken as prescribed under the Act.
STATUTORY RIGHTS NOT AFFECTED
This Returns Policy will not affect your statutory rights including those under the Act. To the extent of any inconsistency between this policy and your statutory rights, your statutory rights will take precedence.
EXTENDED WARRANTY
Australian Consumer Law
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 the failure does not amount to a major failure. This
Customer Care Plan provides some benefits which are additional to Your ACL rights; however, some of the benefits may overlap with Your ACL rights. The cost of this Customer Care Plan to You does not include any cost for benefits which overlap with your ACL rights.
Customer Care Plan
Congratulations on purchasing your new lifestyle product and electing to protect your Product with
this Customer Care Plan. This Customer Care Plan is not an insurance policy, nor are we insurers. The plan is a warranty and service product supplied by us in respect of products we sell. Please ensure that you keep your original purchase receipt and/or Tax Invoice to describe and validate your purchase of both Your Product and this Customer Care Plan. These documents constitute proof of the purchase of this Customer Care Plan. In the event of a claim these documents may need to be produced.
A separate Customer Care Plan must be purchased for each product. If you have purchased more than one product on the same purchase receipt, then this Customer Care Plan will only cover the product specifically described on the purchase receipt and/or Tax Invoice as being covered by an Customer Care Plan with a separate itemisation of its cost.
The Customer Care code/s listed on Your Tax Invoice supplied by the retail store will specify the term
of your cover. Please refer to paragraph ‘Period of Cover’ below for further information.
What Is Covered
In the event of Your Product suffering a Mechanical or Electrical Failure, We will pay for parts, labour and service call out fee/s^ required for Your Product to be repaired to normal working order, subject to the terms and conditions of this Customer Care Plan. ^ If applicable as per original Manufacturer’s conditions and service area limitations. This Customer Care Plan applies in addition to any existing warranty included in the Original Purchase
Price for Your Product or insurance applicable and all other warranties or guarantees expressed or implied by mandatory provisions of law. The maximum amount payable by us under this Customer Care Plan will be the Original Purchase Price of Your Product (inclusive of GST) per claim. In the case of Your Product being covered by REP2EW under this Customer Care Plan, We will always replace with a new product rather than repair.
Food Spoilage
If Your Product is a fridge or freezer we will reimburse you for food spoiled as a result of a mechanical or electrical defect with a benefit up to $200 (inclusive of GST).
Laundry Costs
If Your Product is a clothes washer or clothes dryer, we will reimburse You up to $200 (inclusive of GST) for laundry costs you incur as a result of a mechanical or electrical defect which renders Your Product inoperable for a period of greater than 7 working days, (excluding the time You take to manage your obligations during the claim process) commencing from the time We have been notified by you of the Product failure. Receipts for laundry costs must be submitted to support your claim.
Replacement Terms
At Our sole discretion, we may replace Your Product with a new product with equivalent features as determined by us when Your Product is not economically repairable or repair costs exceed the Original Purchase Price of Your Product, regardless of the original Manufacturer’s policy on replacement.
The replacement product shall be equivalent in specifications of your original product and the cost shall not exceed the Original Purchase Price You paid for Your Product. Due to changes in product technology and availability, the replacement product we supply may have a lower selling price and is not limited to the original manufacturer brand of your original product. Replacement price differences, if any, will not be refunded. When a replacement product is not available we may provide a store credit, up to the Original
Purchase Price of your product in lieu of a replacement item. The Issue of a store credit, or replacement item supplied for Your Product shall constitute fulfilment of this Customer Care Plan. Payment to You or replacement of Your Product shall constitute fulfilment of this Customer Care Plan.
No Lemon Guarantee
If Your Product has been the subject of three separate and distinct repairs that are covered and claimed under this Customer Care Plan’s Period of Cover and a further repair is required, we will replace Your Product
Cover Outside Australia
Your Product is covered worldwide, however you may be required to locate a suitable and convenient repairer if outside Australia or New Zealand.
Toll Free – Technical Assistance
We will provide you with advice on technical problems in relation to Your Product during normal business hours (Monday to Friday 9am - 5pm EST). You can access this benefit by phoning our Toll Free number in Australia 1800 008 104 or you can email your query to lumleyassist@lumley.com.au. For computers / notebooks and printers, the technical support is limited to advice in relation to technical problems with hardware (the computer/notebook or printer itself) and/or the software supplied with the Product when purchased or installed prior to purchase by the manufacturer. Manufacturer installed software includes, but is not limited to:
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Anti Virus software
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Operating System (eg Windows or Mac OS)
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Manufacturer hardware related software
We will outsource the advice service to suitably qualified technicians according to product type. The advice you receive will be based on the latest technical knowledge available at the time, but will not include the engagement of other parties to carry out work or conduct further testing.
Loan Product
If your product is not working and is the subject of a valid claim under this Customer Care Plan, we will make available to You upon request, a loan product for use during the repair period, if the repair is likely to take longer than 10 working days. The loan product may not necessarily be the same size, brand or have the same specifications as your covered product. You must maintain the loan product in good condition and you will be responsible for any damage to the loan product. We will deliver the loan product to you free of charge if delivery is to an address within a 25km radius of your original store of purchase. For deliveries outside of a 25km radius, you will need to make arrangements with our Warranty Administrator, Lumley Retail Warranty when arranging your repair on 1800 062 782.
Repair Period Guarantee
In the event your product is not working, is the subject of a valid claim and to be repaired under this Customer Care Plan, We aim to have the repair completed within the minimum time practicable. If your repair takes longer than 30 days, we will replace your product in accordance with the replacement conditions detailed under the section headed Replacement Terms. The 30 Day Repair Guarantee commences from:
The date upon which the repairer receives your product; and ends on: The date, upon which the repairer sends to you or makes available your product, having completed repairs.
Any period where you are unavailable for product pickup or delivery will not form part of the 30 Day Repair Guarantee.
This benefit will only apply to;
Repairs completed in Australia; and.
Repairs when we are not able to provide You with a loan product for use during the repair period.
Payment to You or replacement of Your Product shall constitute fulfilment of this Customer Care Plan and will not transfer to a new Product.
What Is Not Covered
Any part/s of Your Product that are supplied with a Manufacturer’s Warranty period of less than twelve (12) months.
Unauthorised repair/s.
Defects or design faults that are covered by the manufacturer or distributor whether or not through the process of a product recall.
Costs when Your Product was used for commercial purposes.
Consequential losses of any type.
Costs incurred where no Mechanical or Electrical Failure is identified.
Normal maintenance costs.
Any exclusions outlined in the Manufacturer’s Warranty.
Installation or Reinstallation of Your Product.
Additional costs in replacing Your Product due to parts availability.
Mechanical or Electrical Failures of Your Product caused by:
- Product recalls;
- Negligence, accidental or deliberate misuse or unauthorised alterations;
- Liquid penetration;
- External sources including but not limited to electrical interferences, power surges or voltage fluctuations;
- Infestations of vermin, pests or insects;
- Cosmetic damage, accidental damages from any cause;
- Rust or corrosion;
- Abnormal wear and tear including any exclusions as outlined in the manufacturer’s specifications regarding excessive domestic usage.
Repairs to any:
- Consumables including but not limited to batteries, fuses, filters, bulbs or lamps;
- Cables or cords;
- Monitors and screens as a result of image burn;
- Speakers as a result of overloading;
- Software, data or removable data mediums caused by the Mechanical or Electrical Failure of Your Product. This includes firmware upgrades and malfunctions caused by a virus.
In the case Your Product is covered by replacement
Care Agreement (REP2EW), the replacement of:
- Any accessories which may include head phones, remote controls or external devices;
- Mobile phone/s;
- Toys.
Period Of Cover
Code 2EW = 2 (two)* years
Code 3EW = 3 (three)* years
Code 4EW = 4 (four)* years
* Customer Care Plan cover commences at the expiration of the original Manufacturer’s Warranty for Your Product. If your product is replaced by the manufacturer, your Customer Care Plan cover and original warranty expiry date remains the same.
Please note for each Code above, the relevant Customer Care Plan has a maximum cover of five (5) years from the Original Date of Purchase of Your Product excluding Air Conditioners where the maximum cover of seven (7) years from the Original Date of Purchase applies.
Code REP2EW = 2 (two)* years
* Customer Care Plan cover commences at the expiration of the original Manufacturer’s Warranty for Your Product. If your product is replaced by the manufacturer, your Customer Care Plan cover and original warranty expiry date remains the same.
Please note for REP2EW the Customer Care Plan has a maximum cover of 3 (three) years (inclusive of the Manufacturer’s Warranty period) from Original Date of Purchase of Your Product.
Definitions
Manufacturer’s Warranty: means any express warranty given by the manufacturer applicable to the sale of Your Product for a specific period of time after the purchase of Your Product and for the avoidance of doubt, does not include any consumer guarantees under the Australian Consumer Law.
Mechanical or Electrical Failure: means a sudden or unforeseen failure of Your Product arising from a mechanical or electrical fault.
Original Date of Purchase: means the date shown on the purchase receipt and/or Tax Invoice.
Original Purchase Price: means the amount shown on the purchase receipt and/or Tax Invoice being the cost of Your Product.
You, Your: means the person or persons named as the purchaser on the original purchase receipt and/or
Tax Invoice.
Your Product: means any electrical or battery operated product that You purchase for domestic use as described in the purchase receipt and/or Tax Invoice.
We, Us, Our: refers to the selling retailer or an authorised agent of the selling retailer whose name appears on the original purchase receipt and/or Tax Invoice as the supplier.
Transferability
This Customer Care Plan can be transferred to a new owner at the sale of Your Product providing written advice from You is forwarded to Client Services within 7 (seven) days of the transfer of ownership of Your Product. Please call Our Client Services Hotline 1800 559 966, Monday to Friday 8am to 6pm EST, for further details.
Privacy Statement
We comply with the Privacy Act 1988 (Cwth) (as amended). The information we collect will be used for the purpose of providing this Care Agreement cover to You, that include:
Evaluating Your application for Care Agreement cover;
Setting the cost of providing the Customer Care Plan;
Properly administering repairs for faulty products.
To provide these services, it may be necessary for us to disclose Your personal information to Our Care
Agreement provider, the manufacturer of the product or a repairer. Your personal information will not be disclosed by us for any other purpose, without Your consent, except where permitted or required by law.
15-Day Free Look
If you require cancellation of this Customer Care Plan within fifteen (15) days of the Customer Care Plan’s
Original Date Of Purchase and You have not made a claim within this time, We will refund the amount you
paid for this Customer Care Plan in full at the Store Of Purchase.
This Customer Care Plan cannot be cancelled after the 15-Day Free Look Period.
How To Make A Claim
If You have a problem with Your Product which is not covered by this Customer Care Plan, please contact one of Our stores or the manufacturer. Contact information for the manufacturer can be found in the Warranty and support section in the initial warranty card provided when you purchased Your Product.
If You are claiming under this Customer Care Plan, call Our Customer Service Helpline on
1800 062 782, (0800 385 303 in NZ) Monday to Friday 8am to 6pm EST, and our friendly staff will assist you with your claim. You must lodge your claim with our Customer Service Helpline prior to the expiration of this Customer Care Plan. This Plan is provided by Your Retailer. Your Retailer has entered into a separate indemnity agreement with Wesfarmers General Insurance Limited ABN 24 000 036 279 trading as Lumley Retail Warranty (GPO Box 1465 Brisbane, QLD, 4001) Claims will not be handled where You have arranged repair or replacement without first lodging and gaining approval of a claim. Ensure you have your original purchase receipt and/or Tax Invoice available.
Freight/Pick-up/Delivery
If you live within 25 km of one of our designated approved repairers and the Product is less than 7kg in weight (e.g. TV’s smaller than 32”) you will need to take your product to that repairer. If you are unable to do this please contact us on 1800 062 782
Your claim must be lodged by the customer whose name is shown on the purchase receipt and/or Tax Invoice and/or any other parties authorised by theowner in writing.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. All parts used (whether new or refurbished) will have the benefit of a minimum guarantee period regardless of how much cover is remaining on your product at the time of the repair.
Back Up Of Data
Please note that where Your Product is capable of retaining user-generated data, the repair of Your Product under Your Customer Care Plan may result in loss of the data. We recommend you back-up your data. User-generated data includes files on a computer hard drive, telephone numbers stored on a mobile telephone, songs stored on a portable media player or games saved on a games console. The benefits to you under this Customer Care Plan are in addition to Your rights and remedies under the Australian Consumer Law.
To purchase an Extended Warranty or to enquire about the price and availability of extended warranties for a product, simply indicate your interest when our Customer Service department telephones you to confirm details of the order you have placed.
FURTHER INFORMATION
If you have a question in relation to this Returns Policy or believe that Webprice or any of our staff have not observed your rights under the Act, please do not hesitate to contact Webprice via our Contact Us page.
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