cover information

Learn about:

  • your cover
  • your inclusions and exclusions
  • download a copy of  the brochure

 Always remember to keep your invoice in a safe place, should you ever need to make a claim.

1  Select your brand
harvey norman norman ross
2  Pick your cover
product care
All purchases made on and after 6 May 2014
product care
All purchases made between the
24th December 2010 and 5 May 2014
protection plus
All purchases made before
24th December 2010.
product care
All purchases made after
24th December 2010.
protection plus
All purchases made before
24th December 2010.
3  Cover details

Product Care

Product Care relates to purchases made on and after the 6th of May 2014.

 

This section should always be read in conjunction with the Terms and Conditions, provided to you at the time of purchase or available on this website.

Features & Benefits of Product Care

Up to 7 years Protection

Your Harvey Norman Product Care provides You with protection for Your Product for a period of up to 7 years from the Original Date of Purchase. Your protection period will depend on the type of product and level of cover purchased under Your Harvey Norman Product Care and starts on the expiry of the manufacturer’s warranty for Your Product (if any). Your protection period is set out on Your Original Documents.

New for Old Replacement

Under Your Harvey Norman Product Care, if Your Product experiences an Eligible Fault* , You will be entitled to receive a brand new replacement product that has similar specifications to Your Product. In the event that a suitable replacement cannot be found, Our claims team will work with You to find an alternative solution, such as a store credit or cash settlement. We are committed to always finding You a satisfactory solution.

Coverage for Wear & Tear & Environmental Factors

An Eligible Fault* under Your Harvey Norman Product Care may include faults caused by Normal Wear and Tear, condensation, humidity, internal overheating or dust*.

All Freight & Service Call-Out Fees Covered

All freight and service call out fees are covered under Harvey Norman Product Care in the event Your Product fails due to an Eligible Fault*, including any delivery costs for Your replacement product.

Transferable

If you sell Your Product, or provide it as a gift, Your cover under Harvey Norman Product Care can be transferred to the new owner. Simply contact us to register transfer of ownership.

International Coverage

We provide you with full international coverage so You are protected even when You are on the move.*

Technical Support*1

A dedicated support team is available to help with troubleshooting and advice for using Your Product and any queries You may have under Your Harvey Norman Product Care.

You can access this assistance by calling 0800 848 444 or You can submit your enquiry by visiting www.productcareclaims.co.nz.

*1Only available on whitegoods and audio visual purchases

Price Guarantee*

As a Harvey Norman Product Care customer, You are entitled to receive a partial refund from Harvey Norman if Your Product is advertised at a lower price than the Original Purchase Price by Harvey Norman within 30 days of the date of purchase of Your Product and Your Harvey Norman Product Care.*

Food Spoilage*

If your fridge or freezer suffers from an eligible fault as defined in the Terms and Conditions, we will pay for any reasonable losses resulting from food spoilage.

Laundry Cover*

If your washing machine or dryer suffers from an eligible fault as defined in the Terms and Conditions, we will pay for any reasonable laundry costs incurred as a result of the fault.

*All of the above is subject to the terms and conditions provided to you at the time of purchase.

Exclusions under Your Product Care Plan

Your Harvey Norman Product Care Plan does not cover:

(i) the installation, uninstalling, dismantling, or reinstallation of Your Product by any person other than Us;

(ii) acts, omissions or damage that occurs during transportation, installation, uninstalling, dismantling or re-installation of Your Product, where the damage is not caused by Us;

(iii) accident, misuse or abuse of Your Product;

(iv) negligent acts or omissions of any person other than Us, accidental or deliberate misuse, or unauthorised alterations of or to Your Product;

(v) liquid penetration;

(vi) infestations of vermin, pests or insects;

(vii) use of Your Product for a predominantly commercial purpose (rather than domestic) without express authorisation from Us;

(viii) rust, corrosion or mould;

(ix) use of Your Product outside of manufacturer’s operation and care instructions. You must ensure that You read the manufacturer’s operational and care instructions prior to using Your Product and maintain any servicing on Your Product that may be described within the manufacturer’s instructions;

(x) failure or consumption of consumables used with Your Product, including, but is not limited to, batteries, fridge seals, cables, cords, fuses and bulbs; or

(xi) failure of any Accessory used in conjunction with Your Product.

 

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Product Care

Product Care relates to purchases made between the 24th of December 2010 and 5 May 2014.

 

This section should always be read in conjunction with the Terms and Conditions, provided to you at the time of purchase or available on this website.

Features & Benefits of Product Care

Unlimited Repairs*

Product Care covers all parts, labour and call out fees for an UNLIMITED number of repairs during the term of your plan.

Authorised Repair Network

Product Care will only use an authorised repairer network.

Transferable

If you sell your product, or provide it as a gift to someone, your cover can be transferred to the new owner. Contact us to arrange transfer of ownership.

Easy Claims Process

One phone call or complete the online claims form and we will get the repair process started.

World Wide Coverage*

Product Care covers your products anywhere in the world for up to NZ$250. It also covers you in any country Harvey Norman operate in. These countries include Australia, New Zealand, Singapore, Slovenia and Croatia.

Food Spoilage*

Product Care offers up to NZ$250 food spoilage allowance for fridge and freezer repairs.

Laundry Care*

Product Care offers up to NZ$100 for laundry expenses when a washer or dryer repair takes longer than 10 days from the agent's initial repair visit.

Wear & Tear Covered

Product Care covers Wear and Tear, defects in materials and workmanship. It also covers breakdowns caused by dust and internal overheating.

Lemon Clause

If we repair or replace the same component 3 times we’ll simply replace the product. The product will be replaced like for like, spec for spec from when your product was new.

 

*All of the above is subject to the terms and conditions provided to you at the time of purchase.

Exclusions under Your Product Care Plan

Your Harvey Norman Product Care Plan does not cover:

1. Faults or failures covered by the manufacturer during the manufacturer’s warranty period.

2. Defects or design faults that are covered by the original product manufacturer or distributor whether or not through the process of a product recall.

3. Repairs carried out by repair agents that are not authorised by Us.

4. Repairs or replacements that have been organised without following the claims procedure listed in this document or without Our authority.

5. Except where previously mentioned in these terms and conditions, costs associated with freight, transportation or delivery for Your Product.

6. Service call, repair costs or replacement costs where either the fault is not covered under Your Plan or there is no fault found.

7. Costs associated with installation, uninstalling, dismantling, or re-installation of Your Product.

8. Costs associated with any damage that occurs during transportation, installation, uninstalling, dismantling or re-installation of Your Product.

9. Consequential losses or damage of any type.

10. Costs associated with routine maintenance and servicing such as cleaning, adjustments, lubrication, alignments, reprogramming, tuning or upgrades.

11. Accidental, cosmetic or physical damage of any type or from any cause.

12. Accessories such as, but not limited to, headphones, microphones, cords and cables, ancillary game controllers and memory cards.

13. Mechanical or Electrical Failures of Your Product caused by;

• Negligence, accidental or deliberate misuse or unauthorised alterations;

• Liquid penetration;

• Infestations of vermin, pests or insects;

• Accidental, cosmetic or physical damage from any cause;

• Rust, corrosion or mould (with the exception of sulphur damage)

• Power surge or power supply fluctuation.

14. Repairs to any;  Consumables, including but not limited to user replaceable batteries, fuses, filters, bulbs, globes, lamps, user replaceable elements, toners, drums and print heads;  Monitors or televisions as a result of burned phosphor, screen burn or finger prints; Speakers as a result of overloading; Software, data or removable data medium caused by the Mechanical or Electrical Failure of Your Product.

15. If Your Product is under NZ$500, the replacement of:  Any accessories which may include head phones, remote controls or external devices;

16. Any single claim amount which exceeds the original purchase price of Your Product.

 

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Protection Plus

Protection Plus cover is only valid for purchases made on before 24th December 2010.

 

This section should always be read in conjunction with the Terms and Conditions, provided to you at the time of purchase or available on this website.

 

Features & Benefits of Protection Plus

No Unexpected Repair Bills

Protection Plus covers Electrical, Mechanical and Electronic failures.

Parts and Labour Are Covered

Protection Plus covers all parts and labour costs incurred within approved repairs. Protection Plus only use authorised technicians to carry out repairs.

It's a Simple Claims Process

One phone call to our friendly customer service team or fill out the online claim form and we will get the repair process started.

Transferrable Warranty

If you sell your product, or provide it as a gift to someone, your cover and any unredeemed entitlements can be transferred to the new owner. Contact us to arrange transfer of ownership.

Worldwide Cover

Subject to the Terms and Conditions, your Product is covered in any country where a Harvey Norman®, Domayne®, Joyce Mayne® or Norman Ross® store exists. These countries include Australia, New Zealand, Singapore, Malaysia, Ireland, Slovenia and Croatia. 

Extended Product Life

Protection Plus offers 2, 3 and 4 year terms.

New for Old Replacement Policy

If we cannot fix the product, we will replace it. This means a  "like for like" and "specification for specification" replacement from when your product was new.

Food Spoilage 

Harvey Norman Protection Plus offers up to NZ$200 food spoilage allowance for fridge and freezer repairs.

Lemon Clause

If we repair or replace the same component 3 times we’ll simply replace the product. The Product will be replaced like for like, spec for spec from when it was new.

 

Exclusions under Your Protection Plus Plan

Your Harvey Norman Protection Plus plan does not protect against the following:

  1. Faults payable by the manufacturer, ie design defects etc
  2. Repair or replacement of a faulty product in any country that Harvey Norman does not have a retail store.
  3. The cost of transporting or delivering a warranted item to a place of repair or the cost of delivering a repaired or replaced warranted item to you in a country other than the country in which the warranted item was repaired or replaced, except as per item g. “Freight” under “What is Covered”.
  4. Dismantle or reinstallation costs.
  5. Damage occurring during transportation, installation or whilst moving the warranted item.
  6. Cosmetic damage (for example dents or scratches) or where the function of the warranted item is unaffected.
  7. Faults that you have caused, including your failure to properly service the warranted item.
  8. Faults that have resulted from wear and tear, including rusting or corrosion (with the exception of sulfur damage).
  9. Routine maintenance such as cleaning, adjustments, lubrications or alignments.
  10. Reprogramming or tuning & upgrades.
  11. Damage to, or caused by, software.
  12. Data recovery / transfers, Computer Recovery discs.
  13. Consequential loss or damage of any kind including power surges, power outages.
  14. Consumables (for example batteries, globes, elements, toners, drums and some print heads) and accessories (for example head phones, microphones, cords & cables, game controllers).
  15. Any fault that would not have been covered by the original manufacturers warranty.
  16. Malicious or accidental damage.
  17. Relevant costs pertaining to ‘no fault found’ diagnosis through from the repair agent.

 

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Product Care

Product Care relates to purchases made on or after the 24th December 2010.

 

This section should always be read in conjunction with the Terms and Conditions, provided to you at the time of purchase or available on this website.

Features & Benefits of Product Care

Unlimited Repairs*

Product Care covers all parts, labour and call out fees for an UNLIMITED number of repairs during the term of your plan.

Authorised Repair Network

Product Care will only use an authorised repairer network.

Transferable

If you sell your product, or provide it as a gift to someone, your cover can be transferred to the new owner. Contact us to arrange transfer of ownership.

Easy Claims Process

One phone call or complete the online claims form and we will get the repair process started.

World Wide Coverage*

Product Care covers your products anywhere in the world for up to NZ$250. It also covers you in any country Harvey Norman operate in. These countries include Australia, New Zealand, Singapore, Slovenia and Croatia.

Food Spoilage*

Product Care offers up to NZ$250 food spoilage allowance for fridge and freezer repairs.

Laundry Care*

Product Care offers up to NZ$100 for laundry expenses when a washer or dryer repair takes longer than 10 days from the agent's initial repair visit.

Wear & Tear Covered

Product Care covers Wear and Tear, defects in materials and workmanship. It also covers breakdowns caused by dust and internal overheating.

Lemon Clause

If we repair or replace the same component 3 times we’ll simply replace the product. Product will be replaced like for like, spec for spec from when your product was new.

 

Exclusions under Your Product Care Plan

Your Norman Ross Product Care Plan does not cover:

1. Faults or failures covered by the manufacturer during the manufacturer’s warranty period.

2. Defects or design faults that are covered by the original product manufacturer or distributor whether or not through the process of a product recall.

3. Repairs carried out by repair agents that are not authorised by Us.

4. Repairs or replacements that have been organised without following the claims procedure listed in this document or without Our authority.

5. Except where previously mentioned in these terms and conditions, costs associated with freight, transportation or delivery for Your Product.

6. Service call, repair costs or replacement costs where either the fault is not covered under Your Plan or there is no fault found.

7. Costs associated with installation, uninstalling, dismantling, or re-installation of Your Product.

8. Costs associated with any damage that occurs during transportation, installation, uninstalling, dismantling or re-installation of Your Product.

9. Consequential losses or damage of any type.

10. Costs associated with routine maintenance and servicing such as cleaning, adjustments, lubrication, alignments, reprogramming, tuning or upgrades.

11. Accidental, cosmetic or physical damage of any type or from any cause.

12. Accessories such as, but not limited to, headphones, microphones, cords and cables, ancillary game controllers and memory cards.

13. Mechanical or Electrical Failures of Your Product caused by;

• Negligence, accidental or deliberate misuse or unauthorised alterations;

• Liquid penetration;

• Infestations of vermin, pests or insects;

• Accidental, cosmetic or physical damage from any cause;

• Rust, corrosion or mould (with the exception of sulphur damage)

• Power surge or power supply fluctuation.

14. Repairs to any;  Consumables, including but not limited to user replaceable batteries, fuses, filters, bulbs, globes, lamps, user replaceable elements, toners, drums and print heads;  Monitors or televisions as a result of burned phosphor, screen burn or finger prints; Speakers as a result of overloading; Software, data or removable data medium caused by the Mechanical or Electrical Failure of Your Product.

15. If Your Product is under NZ$500, the replacement of:  Any accessories which may include head phones, remote controls or external devices;

16. Any single claim amount which exceeds the original purchase price of Your Product.

 

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Protection Plus

Protection Plus cover is only valid for purchases made before 24th december 2010..  

 

This section should always be read in conjunction with the Terms and Conditions for Computers or Electrical, provided to you at the time of purchase or available on this website.

Features & Benefits of Protection Plus

No Unexpected Repair Bills

Protection Plus covers Electrical, Mechanical and Electronic failures. 

Parts and Labour Are Covered

Protection Plus covers all parts and labour costs incurred within approved repairs. Protection Plus only use authorised technicians to carry out repairs.

Its a Simple Claims Process

One phone call  to our friendly customer service team or fill out the online claim form and we will get the repair process started.

Transferrable Warranty

If you sell your product, or provide it as a gift to someone, your cover and any unredeemed entitlements can be transferred to the new owner. Contact us to arrange transfer of ownership.

Worldwide Cover

Subject to the Terms and Conditions for Computers or Electrical, your Product is covered in any country where a Harvey Norman®, Domayne®, Joyce Mayne® or Norman Ross® store exists. These countries include Australia, New Zealand, Singapore, Malaysia, Ireland, Slovenia and Croatia. 

Extended Product Life

Protection Plus offers 2, 3 and 4 year terms.

New for Old Replacement Policy

If we cannot fix the product, we will replace it. This means a  "like for like" and "specification for specification" replacement from when your product was new.

Lemon Clause

If we repair or replace the same component 3 times we’ll simply replace the product. The Product will be replaced like for like, spec for spec from when it was new.

Exclusions under Your Protection Plus Plan

Your Norman Ross Protection Plus  plan does not protect against the following:

1. Faults payable by the manufacturer, ie design defects etc

2. Repair or replacement of a faulty product in any country that Harvey Norman does not

have a retail store.

3. The cost of transporting or delivering a warranted item to a place of repair or the cost of

delivering a repaired or replaced warranted item to you in a country other than the

country in which the warranted item was repaired or replaced, except as per item g. “Freight” under “What is Covered”.

4. Dismantle or reinstallation costs.

5. Damage occurring during transportation, installation or whilst moving the warranted item.

6. Cosmetic damage (for example dents or scratches) or where the function of the warranted item is unaffected.

7. Faults that you have caused, including your failure to properly service the warranted item.

8. Faults that have resulted from wear and tear, including rusting or corrosion (with the exception of sulfur damage).

9. Routine maintenance such as cleaning, adjustments, lubrications or alignments.

10. Reprogramming or tuning & upgrades.

11. For plasma televisions – screen burn or finger prints.

12. Damage to, or caused by, software.

13. Data recovery / transfers, Computer Recovery discs.

14. Consequential loss or damage of any kind including power surges, power outages.

15. Consumables (for example batteries, globes, elements, toners, drums and some print heads) and accessories (for example head phones, microphones, cords & cables, game controllers).

16. Any fault that would not have been covered by the original manufacturers warranty.

17. Malicious or accidental damage.

18. Relevant costs pertaining to ‘no fault found’ diagnosis through from the repair agent.

 

Make a Claim Now!

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