Refunds & Warranties guide

Understanding your rights for Consumer Electronic Devices, Home Appliances and Home Entertainment Products

The Consumer Guarantees Act and Your Rights

The Consumer Guarantees Act (CGA) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the CGA requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the CGA says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

JB Hi-Fi Refund and Warranty Policies

JB Hi-Fi will provide a refund, replacement or repair in accordance with the JB Hi-Fi Minimum Voluntary Warranty Policy set out in this document. This Policy only sets out the minimum time periods within which JB Hi-Fi will offer you a refund, replacement or repair and your rights under the CGA may extend beyond these time periods.

To obtain a refund or any other remedy please visit your nearest JB Hi-Fi store or contact us. You will be required to provide proof of purchase from JB Hi-Fi. JB Hi-Fi needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. JB Hi-Fi reserves the right to have returned goods assessed within a reasonable time frame by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.

In most circumstances, faulty goods would have been sold complete with out of the box accessories such as remotes, controllers, power cords, battery chargers and computer connectivity cables. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase.

JB Hi-Fi reserves the right to not provide a remedy in accordance with the JB Hi-Fi Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and JB Hi-Fi has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have the rights against JB Hi-Fi under the CGA.

Note: The CGA and the JB Hi-Fi Minimum Voluntary Warranty Policy will not apply in respect of any customer who has agreed with JB Hi-Fi to contract out of the provisions of the CGA as permitted by section 43(2) of the Consumer Guarantees Act.

Electrical Products & Accessories

Refund may be available after 30 days if breach of Consumer Guarantees

CDs, DVDs, Games and Computer Software

Refund may be available after 90 days if breach of Consumer Guarantees

Pre-Paid Service Cards eg iTunes, Xbox Live

Apart from JB Hi-Fi Gift Cards, if you experience activation problems with Pre-Paid Cards or Special Activation Codes provided by third parties then we recommend you contact the third-party service provider support centre for assistance in activating any credit entitlement as JB Hi-Fi is unable to independently determine the validity of any of these codes. If the third-party remedy is not to your satisfaction and you believe the product breaches a consumer guarantee then JB Hi-Fi can provide a refund.

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting. In many circumstances, the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than JB Hi-Fi, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of your nearest JB Hi-Fi store for assistance.

Minimum Voluntary Warranty Policy Guide

for Electrical Products and Accessories

To submit a query please click HERE and select "Faulty product returns/ Refunds/ Consumer guarantee issues" from the list

Staff Code of Conduct

JB Hi-Fi staff are obligated to ensure that your CGA rights are NOT limited in any way. Limiting your rights may include:

• Informing you that the manufacturer is solely obligated to remedy your faulty product
• Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a time-frame considered reasonable under the JB Hi-Fi Minimum Voluntary Warranty or the CGA
• Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document
• Failing to assist in a courteous and timely manner with a remedy that is in accordance with JB Hi-Fi’s Minimum Voluntary Warranty Policy
• Redirecting you to another JB Hi-Fi store because your original purchase was made there.

If at any time you feel that JB Hi-Fi staff conduct is not in accordance with these guidelines then ask to speak to the Store Manager or Manager on Duty.

Expenses of Claiming under JB Hi-Fi’s Warranty Policy / Assessment fees

If your goods are faulty and you are entitled to a remedy under JB Hi-Fi’s Minimum Voluntary Warranty Policy, JB Hi-Fi will bear your reasonable expenses of making a claim under the Policy. This includes arranging and paying for, or reimbursing, the reasonable cost of the transport of the goods to and from your nearest store and/or to any repair agent, provided that you contact us in advance and obtain our prior approval.

If an assessment determines that the goods are not faulty JB Hi-Fi may charge you an assessment fee as well as the cost of returning the goods to you.