Refund policy

This Returns, Refunds & Warranty Policy ("Policy") sets out the rights, responsibilities, and procedures governing product returns, service issues, fault claims, and refund requests for purchases made from Kingfisher Appliances, whether in-store, via our website, or through direct delivery or pickup.

This Policy operates in conjunction with your statutory rights under the Competition and Consumer Act 2010 (Cth), specifically the Australian Consumer Law (ACL), and does not seek to exclude, limit, or modify those rights in any way.

1. 🔒 Your Consumer Rights Under Australian Law

Under the Australian Consumer Law, you are entitled to certain guarantees in relation to the goods and services we provide. In particular, our products come with guarantees that cannot be excluded:

  • You are entitled to a replacement or refund for a major failure and for any other loss or damage that was reasonably foreseeable.

  • You are entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes, but is not limited to:

  • A product that is significantly different from its description or sample,

  • A product that is unsafe,

  • A product that is substantially unfit for its usual purpose or a purpose you told us about and can’t be easily fixed,

  • Or where the product cannot be repaired within a reasonable time.

These rights apply in addition to any warranty we may provide.

2. 🔁 Return Eligibility – General Principles

Returns or exchanges may be considered under the following circumstances:

a) The product is faulty or defective

This includes both refurbished and new products that develop a mechanical, electronic, or functional failure through no fault of your own, within a reasonable time after purchase.

b) The product is not as described

You received an item that materially differs from its description, model number, or agreed condition at the time of sale.

c) Change of mind (non-mandatory, discretionary)

We may, at our sole discretion, accept returns for change of mind within 30 days of the purchase date, provided that:

  • The product is unused, undamaged, and in original condition (including accessories and packaging)

  • You can provide valid proof of purchase

  • The item is returned to our premises at your own expense

  • A restocking and handling fee may apply (typically up to 15%)

We reserve the right to refuse change-of-mind returns for:

  • Appliances that have been used

  • Items marked as "As-Is", "Clearance", "Parts Only", or "Non-returnable"

  • Trade-in credits once applied

3. 🔧 Warranty Terms (New vs Refurbished)

a) Refurbished Appliances

  • Include a 30-day return-to-base warranty, covering defects not apparent at the time of sale

  • Warranty covers labour and parts for eligible repairs, unless otherwise specified

  • Excludes cosmetic wear, scratches, dents, or external damage disclosed at the time of sale

  • You must arrange return or inspection at our workshop (unless delivery fault or major failure)

b) New Appliances

  • Covered under the original manufacturer’s warranty (typically 12–24 months)

  • Warranty registration and manufacturer service procedures may be required

  • Kingfisher Appliances is happy to assist with claim guidance but is not responsible for manufacturer delays or conditions

4. 🔍 Fault Identification and Resolution Process

If you suspect a fault or issue:

  1. Contact Us at 📧 kingfisherappliances@gmail.com or 📞 0482 387 922

    • Include your receipt, model/serial number, and clear photos or video evidence

  2. We will triage the claim:

    • We may ask questions or suggest basic checks (e.g., power, water, levelling)

    • If the fault appears legitimate and falls under warranty, we will issue instructions for next steps

  3. You may be required to:

    • Return the appliance to our service facility

    • Allow us to inspect the appliance on-site (if delivered)

    • Arrange freight (where applicable)

  4. After assessment, one of the following outcomes will apply:

    • Minor fault: We will repair the product within a reasonable timeframe

    • Major fault: You may choose between a replacement, full refund, or repair

    • No fault found or damage due to misuse: Return is rejected; inspection fee and/or return freight may apply

5. 🚚 Returns & Freight Responsibility

a) Return-to-Base Warranty

Unless otherwise stated, all returns are considered "return-to-base," meaning:

  • You are responsible for returning the product to us

  • For bulky items, we may offer discounted collection services or repair on-site at our discretion

b) Outbound Delivery Fees

Original delivery charges are generally non-refundable unless:

  • The product was faulty or damaged at arrival

  • The return is required under ACL (e.g., major fault)

6. 📦 Appliance Condition on Return

All returned items must be:

  • In clean condition (externally and internally)

  • Free from additional damage caused by improper use, transport, or modification

  • With all original accessories, power cords, manuals, and parts (unless otherwise agreed)

Failure to meet these conditions may result in:

  • A reduced refund amount

  • Deduction for missing components

  • Rejection of the return

7. ❌ What Is Not Covered

We reserve the right to reject refund, return, or warranty claims where:

  • The appliance was damaged due to neglect, improper use, incorrect installation, or unauthorised modification

  • The fault relates to cosmetic imperfections visible at time of purchase or delivery

  • The appliance has been used commercially unless sold with commercial coverage

  • The issue is caused by external factors (e.g. power surges, flooding, pests, vermin)

  • The return is requested beyond the applicable timeframe (e.g., more than 30 days for refurbished units)

8. 🔁 Refund Method & Timeframes

If a refund is approved:

  • Refunds will be processed using the original payment method

  • Depending on your bank, funds may take up to 10 business days to appear

  • Cash refunds for cash purchases may require 48 hours to process due to float limitations

  • Store credit or exchange may also be offered by mutual agreement

9. 📋 Returns Procedure

Please email or call to initiate a return or refund:

Kingfisher Appliances
📧 kingfisherappliances@gmail.com
📞 0482 387 922
📍 4/106-108 Belmore St, Yarrawonga, VIC, Australia
📇 ABN: 39104803588

Please include:

  • Full name and contact details

  • Date and method of purchase

  • Product make/model/serial

  • Description of the issue

  • Photos or video (if possible)

We aim to respond to all return requests within 2 business days.

10. 🔒 Final Notes

This Policy is governed by the laws of Victoria, Australia. Where this policy is silent, your rights under the Australian Consumer Law take precedence.

We reserve the right to update this policy at any time without notice, but any changes will not affect existing purchases retroactively.