Refunds and Warranties Guide
Understanding your rights for Consumer Electronic Devices and Home Appliance Products
Your Rights Under Australian Consumer Law
The Australian Consumer Law (ACL) protects consumers by granting them guaranteed rights when purchasing goods and services. The ACL mandates that goods must be defect-free and function as intended, while services must be performed with care and skill. These rights, known as 'Consumer Guarantees,' automatically apply whenever goods or services are supplied to a consumer.
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:
- Cancel your service contract with us, and
- Refund for the unused portion, or reimbursement for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does amount to major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Exceptions to guarantees
Consumer guarantees do not apply if you:
- Misused a product in any way that caused the problem
- Got what you asked for but changed your mind or saw it cheaper elsewhere
- Knew of or were made aware of the faults before you bought the product
- Bought a one-off item from a private seller, for example at a garage sale or fete
- Plan to on-sell or change the product so that you can re-supply it as a business.
FitlyBuy Returns
GuideFitlyBuy 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 timeframe. If the product is found to be faulty through no fault of the customer, they can request an exchange or refund of the original purchase price or opt for a free repair under the manufacturer’s warranty.
For Big & Bulky items (e.g., white goods, large kitchen appliances, certain TVs), FitlyBuy will arrange for the manufacturer to repair the product at your premises. If this is not a suitable solution, refer to the section below for ACL-related remedies.
In the event of a major failure or defect, the customer can request a free repair by an approved manufacturer’s repairer. If the goods cannot be repaired within a reasonable timeframe, the customer may request a replacement.
FitlyBuy will replace the product with a new or refurbished item of the same brand with similar features. In some cases, the ACL may provide for an automatic replacement or full refund.
While individual circumstances may vary, these policies are designed to align with your statutory rights under the ACL. If you are not satisfied with a remedy under the FitlyBuy Minimum Voluntary Warranty Policy, you can escalate the issue with a FitlyBuy customer support agent via live chat.
If your ACL rights are not being observed, you may submit your concerns in writing to our ACL Warranty Claims Officer at consumerrights@fitlybuy.com.au.
| Returned Product Status |
Policy |
Time Limit | Exclusions and other Conditions |
|---|---|---|---|
| Faulty Product with packaging in any condition or packaging discarded |
Refer to Minimum Voluntary Warranty Policy Guide. (below) |
||
| Unused & Unopened, packaging in good condition (product not faulty) |
100% Refund | 30 Days | Exclude Commercial Sales |
Refund may be available after 30 days if breach of Consumer Guarantees as outlined by the ACCC
- Team Code of Conduct
FitlyBuy support staff must ensure that your ACL rights are not limited. This includes: - Not stating that only the manufacturer is responsible for resolving product issues.
- Not refusing to refund, replace, or repair faulty products within reasonable timeframes.
- Addressing disputes appropriately regarding timeframes and remedies outlined in this policy.
- Assisting customers courteously and efficiently with warranty claims.
Not redirecting customers to another store simply because their original purchase was made there.
If you feel that FitlyBuy staff have not acted in accordance with these guidelines, please contact: consumerrights@fitlybuy.com.au.
Expenses of Claiming Under FitlyBuy’s Warranty Policy
If your goods are faulty and you are entitled to a remedy under FitlyBuy’s Minimum Voluntary Warranty Policy, FitlyBuy will cover reasonable expenses for making a claim. This includes arranging and paying for, or reimbursing, the reasonable cost of transporting the goods to and from your nearest store or any repair agent, provided you contact us in advance and obtain prior approval.
More Information
For more details 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.