Harvey Norman

Refund, Return and Repair Policy This Refund, Return and Repair Policy is applicable to purchases made from via www.harveynorman.com.au only. For purchases made from a Harvey Norman Franchised Store, please see the relevant store for details. The website is operated by The eComm Store Pty Limited ACN 145 985 815 as trustee for The eComm Store No 2 Trust (trading as Harvey Norman Online) of Unit 3-4, 145-151 Arthur Street, Homebush West, NSW 2140 (Harvey Norman Online®, we, our). Harvey Norman Online® is an independent franchisee. Each entity operating a franchisee business under the name or style including the words “Harvey Norman®” is an independent franchisee. For transactions relating to an independent franchisee (that is not Harvey Norman Online®), please contact the relevant independent franchisee. About this Policy Harvey Norman Online® wants customers to be completely satisfied with their purchase. We encourage all customers to read this Policy prior to making a purchase from Harvey Norman Online®. We also recommend that you immediately inspect any goods that you have purchased upon delivery or collection, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. Consumer Guarantees and Your Rights Under the Australian Consumer Law This Policy does not replace or exclude any rights that apply to you under the Australian Consumer Law (ACL). If you believe that your purchase fails to meet one or more of the consumer guarantees, then you may be entitled to a remedy. If there is a major failure, you may seek a refund or replacement (subject to availability), or you may keep the product and seek compensation for any drop in the value. If there is a minor failure, we may repair the item (or, in our discretion, we may replace the item or refund you) within a reasonable time. Please contact the [Customer First Team] if you believe that the goods you have purchased fail to meet a consumer guarantee, or if you wish to discuss your goods. In some cases, we may have to arrange an inspection or consult with the manufacturer of the relevant goods before determining the remedy that you are entitled to. Refunds, Returns and Repairs To discuss or obtain a remedy, please contact our Customer Support Team. The goods must be returned to us within a reasonable period, with proof of purchase and with the original packaging (if possible). In some circumstances, we may request that you return the goods to us via our Reply Paid Address to enable us to undertake an assessment of the goods prior before we provide you with an appropriate remedy. Once Harvey Norman Online® assesses the goods, our Customer Support Team will contact you to discuss an appropriate remedy. Where Harvey Norman Online® has agreed to provide a refund to you, Harvey Norman Online® will process the refund to the original method of payment you used to make your purchase. Refunds will normally be processed within seven (7) days. Where Harvey Norman Online® considers the goods to have breached a consumer guarantee, Harvey Norman Online® is responsible for the shipping costs to return the goods. Until further notice, Harvey Norman Online® will not provide a refund where you have changed your mind about the goods you have purchased from Harvey Norman Online®. Repair Notice If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss. In some circumstances, 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. Harvey Norman Online RRR Policy Version 2.0 November 2023