Questions and answers

What are my rights as a consumer?

We recognise that your rights under the Australian Consumer Law are important and cannot be limited or excluded. The benefits under Product Care are in addition to your rights and remedies under the Australian Consumer Law. You are not required to pay for your rights and remedies under the Australian Consumer Law. Nothing in your Product Care plan excludes, restricts or modifies your rights under the Australian Consumer Law. There may be some features in your plan which overlap with your Australian Consumer Law rights. The price you paid for your product including Product Care does not include any amount for rights or benefits to which you are entitled under the Australian Consumer Law.

How do I make a claim?

Making a claim is simple. You can register your claim online at www.productcareclaims.com.au or call us on 1300 880 459. All you need is your original purchase receipt.

What if I have lost my receipt?

If you contact your original store of purchase, they will be able to provide you a printed copy of your receipt. If you cannot recall what your original store of purchase is, contact us on 1300 880 459 and we can help you.

What if there is no fault found?

Occasionally, faults can be caused by the use of the product outside of the operating instructions provided by the manufacturer. If you suspect a fault with your product, we always recommend referring back to the original documentation provided with your product and performing troubleshooting prior to registering a claim. You may incur charges with your claim if your product is found to not have a fault.

Should I take my product back into the store of purchase?

During the term of your Product Care, we recommend that you contact our Customer Care team prior to transporting your product. You may not be required to transport your product, particularly as we cover all costs of freight associated with assessment. Our Customer Care team can talk with you about what options you have to get your product assessed as quickly as possible. Contact us on 1300 880 459.

When does my cover start?

For purchases after 10 November 2014, your Product Care starts from the expiry of the manufacturer’s warranty period. Please see your terms and conditions for purchases prior to 10 November 2014.

I have a replacement plan. Do I get an immediate replacement?

No. Firstly, it’s important that we arrange to have the product assessed by an authorised agent before replacement options are confirmed. Assessments are handled by our Customer Care team, and all freight fees are covered.

What information should I have handy before I register my claim?

In order for us to provide you with easy and hassle free claim registration process, we ask that you have the following items handy when calling our customer care line:

  • A copy of your original proof of purchase;
  • Your product brand, model and serial number; and
  • Your contact details, including phone and / or email.

What faults am I protected against?

You are protected against all electrical, electronic and mechanical faults your product may suffer. For Product Care customers we also cover faults caused by dust, internal humidity, wear and tear and any defects in materials and workmanship.

Am I covered overseas?

Yes. Product Care covers you internationally, please see your terms and conditions for your coverage and how to claim.

What faults are not covered?

Your cover does not cover any faults caused by physical damage, product misuse or using the product outside the manufacturers guidlines. Also, it does not cover products that have incurred a fault due to electrical surges and software issues. For a complete list of exclusions please read the Terms & Conditions.

 

For more information please download the appropriate product brochure. If you would like to speak with someone, please contact us

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