Appliances Online Returns & Exchanges

We completely understand - mistakes happen, or the product just isn’t quite right. If that happens, we’re here to help make things easy. Here’s how our returns work for ordering errors:

📦 If your item is unopened and still in its original packaging - Must be completely intact*:
You’re eligible for a full refund / return for exchange, if you let us know within 30 days of delivery.
The packaging must be completely intact, and the product must not have been used or installed.

📦 If your item has been unboxed but is unused*:
We can offer you a store credit, minus a 20% restocking fee (based on the invoiced amount).
You’ll need to contact us within 30 days of delivery, and the product must be returned in good condition.
Appliances Online reserve the right for photos to validate that the product has not been used and goods must be returned in a resellable condition.

Once we receive the product and confirm everything’s in order, we’ll issue your refund or store credit promptly.

❌ If the item has been used or installed*:
Unfortunately, we’re unable to accept it back for a change of mind or ordering errors.

🛎️ Need help with a return?
 Reach out to our Customer Support team anytime-call us on 1300 000 500, email support@appliancesonline.com.au, or jump on live chat. We’re here 24/7.

*The Appliances Online 30 Day Customer Error Return Policy does not apply to Proforma Agency products including ASKO, BORA, Fhiaba, Fire Magic Grills, ILVE, Liebherr, NEFF, Traeger, Whispair, Miele, V-ZUG, Speed Queen, Falcon - and selected products from : Fisher & Paykel, Smeg. These agency brands each provide their own separate return policy, all which still comply with your consumer rights. Please refer to the specific brands' websites, if you wish to review their return policies further.

We take great care to ensure your order arrives in perfect condition, but if something doesn’t look right when it’s delivered, don’t worry, we’ll help get it sorted. Here’s what to do:

🚚 If your item arrives damaged :
If you notice any damage at the time of delivery, inform the delivery driver immediately and do not install or use the item. If the damage is noticed after delivery, do not install or use the item, and contact our Customer Support team as soon as possible - within 7 days of delivery - to report the damage.

🧾 What happens next :
We’ll request photos which need to include clear pictures of the item, the damage and the packaging, to properly assess before providing a suitable solution, which may include a replacement, return for refund, or a Damage Allowance, depending on the extent of the damage.
A damage allowance is an agreed upon credit / refund by the customer, where they choose to accept the product with the damage.

If a return for exchange / refund is chosen, it’s important that damaged items remain unused and uninstalled, as using them may affect your eligibility for a return or replacement. We will then arrange for the item to be returned from the delivery address at no cost to the customer.

🛎️ Need to report a damaged delivery?
Call us on 1300 000 500, email support@appliancesonline.com.au, or chat with us anytime. We're here 24/7 to help.

If your product develops a fault, we're here to help make it right. Think your product is faulty? Let us know as soon as you notice the issue. Call 1300 000 500, email support@appliancesonline.com.au, or jump on live chat-we’re available 24/7. Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or refund for a major failure and 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. For more information, see our Trading Terms.