Dear valued customer,

The current Coronavirus COVID-19 is having an unprecedented impact on our economy and personal lives. Your safety and that of our employees and partners is paramount. However, please be assured that we have appropriate measures in place to ensure we can continue to service you as efficiently as possible under the present circumstances.

Due to safety measures adopted by government and business partners, we may encounter unavoidable delays due to shortage of manpower or available spare parts. We apologise that in circumstances where our customers are unwell, we may not be able to service you until a later date.

Product Care Team.

Questions and answers

What are my rights as a consumer?

In the event of a problem with Your Product, You may have rights at law against the seller or manufacturer of the product under warranties or guarantees expressed or implied by mandatory provisions of law. Your Plan does not replace these rights or make them void. However, You can choose to claim under Your Plan and Your claim will be handled quickly and efficiently by Our customer service team.

For further information about Your legal rights we suggest you contact the Ministry of Business, Innovation & Employment or visit:


How do I make a claim?

Making a claim is simple. You have two options, either call 0800 848 444 or complete the online claim form. There are no lengthy forms to fill out, all you need is you original purchase reciept.

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 and we can help.

Please contact us on 0800 848 444

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.

When does my cover start?

The date that your cover starts will depend on the date of your purchase.

Your cover starts the day after your manufacturer's warranty expires.

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

In order for us to provide you with a quick and easy 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?

All Eligible Electrical, Electronic and Mechanical Faults your product may suffer. For Product Care customers we also cover faults caused by Wear & Tear, Dust, Internal Overheating and Internal Humidity or Condensation.

Am I covered overseas?

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.  

What faults are not covered?

Your cover does not cover any faults caused by physical damage,  product misuse or using the product outside the manufacturer's guidelines. 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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