Warranty, safety and returns

Your rights under Australian Consumer Law come first

Consumer guarantees under the Australian Consumer Law apply to second-hand goods sold by a business. Those guarantees exist independently of anything written here and cannot be excluded, restricted or modified by us.

Our warranty is in addition to those rights, not a replacement for them. Where anything on this page appears to reduce a right you have under the ACL, the ACL applies and this page does not.

What the warranty covers

Every unit is supplied with a warranty stated on its listing and on your receipt — six months on Tier 1 concession units, and three to six months on Tier 2 retail units depending on the unit.

The warranty covers mechanical and electrical failure in normal domestic use: motors, pumps, bearings, seals, door interlocks, control boards, hoses and valves. If a covered component fails inside the warranty period we repair the unit, replace it with an equivalent unit, or refund it — the choice is made in your favour where the fault is significant.

Warranty claims are honoured without argument. Our warranty claim rate is published in the annual impact report because it is the honest test of our refurbishment quality.

What it does not cover

Damage caused by misuse, unauthorised repair, transport by someone other than us, overloading, blocked filters left unmaintained, or water supply and drainage faults in the property rather than the machine.

Cosmetic marks disclosed at the point of sale in the unit's cosmetic grade. Grade B and Grade C units are sold with visible wear described on the listing.

Consumable items and normal wear items replaced as part of routine maintenance after the warranty period.

Electrical safety

100% of units are electrically tested and tagged to AS/NZS 3760 before release, and every unit is signed off by a named licensed electrical supervisor. The test record is retained against the unit's serial number for the life of the machine.

If you have any concern about the electrical safety of a unit supplied by us, stop using it, disconnect it at the outlet if it is safe to do so, and contact us immediately. We operate a documented recall procedure and will collect the unit at our cost.

Making a claim

Contact us at [email protected] with your receipt or the unit serial number, and a description of the fault. We will arrange assessment, and collection where the unit needs to come back to the workshop.

Concession and referred households are not charged for warranty collection or return delivery.