We want you to have the best possible experience with your new ENGLAON TV and so we’ve put together some useful information to make life easier for you. Everything is plain and simple so you don’t need to worry about navigating your way through fancy jargon.
Who is providing this warranty?
We hope you realise that you’ve purchased a TV from us here at ENGLAON, but just to be sure, here are our details: ENGLAON Television, ABN 99 148 169 519 of 62 Merri Concourse, Campbellfield VIC 3061.
How does this warranty work?
Rights under the warranty sit alongside the Australian Consumer Law Consumer Guarantees, which can’t be excluded. If there’s an inconsistency between this Policy and the Australian Consumer Law, then the Australian Consumer Law will prevail.
This warranty is valid for 12 months from your original date of purchase. This is known as the Warranty Period. If you’d like to make a Warranty Claim, it needs to be lodged before your Warranty Period expires. This
means you need to contact ENGLAON’s Customer Service team within your Warranty Period via phone or email and provide us with:
• your order number
• the model number and serial number of the TV
• your full name, postal / delivery address and telephone number
If ENGLAON accepts my Warranty Claim, how do I return my TV?
Once you’ve contacted Customer Services, we’ll send you a prepaid
Australia Post label so that you can return your TV to us at 62 Merri Concourse, Campbellfield VIC 3061.
Please keep in mind that under no circumstances are we able to ship a new item or issue a refund without receiving the item you’re returning in our warehouse first.
But will you pay for the packaging I need to return my TV?
All TVs will need to be suitably packaged for transit prior to return to prevent any damage, especially to the screen. We hope you understand that we can’t cover the cost of the packaging you’ll need, nor will we be able to send packaging to you. We strongly recommend that you keep your original packaging to assist in this return process.
Do you offer a loan TV for the time my unit is under repair?
ENGLAON is unable to provide any loan equipment while TVs are being repaired.
What if I’ve received the incorrect product or my product is Dead on Arrival (DOA)?
We’re only human and occasionally shipping errors do creep in. If you’ve received the incorrect product or your TV is Dead on Arrival (DOA), simply contact our Customer Service team within 3 business days. They may ask you to provide photos of the product(s) and packaging for our records. Then you’ll need to return the product in its original condition and packaging within 7 business days from receipt so that we can replace it for you.
What if my TV is faulty?
We offer a warranty against manufacturer’s defects and will gladly provide you with a brand-new replacement TV or a refund within 30 days of your original purchase. Please note that manufacturer’s defects don’t include:
• damage caused during transit, when moving the TV, or during
installation and set-up
• physical damage or failure resulting from user errors including but not
limited to improper installation and set-up, misuse, abuse, or negligence
• damage resulting from incorrect maintenance or storage
• damage resulting from incorrect cleaning including but not limited to the use of chemical substances
• damage caused by dust, salt build-up, or insufficient ventilation
• damage caused by rust or corrosion
• power surge or power outage damage
• water or liquid damage
• rodent, insect, or animal damage
• damage resulting from natural phenomena including but not limited to high or low temperatures, humidity, lightning strikes, and natural
disasters
• accidents, theft, or vandalism
• normal wear and tear
• damage to the TV’s service seal or a broken TV service seal
• circumstances where ENGLAON reasonably considers that misuse of the product has occurred
• issues resulting from modification of the product’s parts and its
software, or the use of incompatible parts and software in relation to the
product
• replaceable parts or accessories (such as fuses or disposable
batteries)
• physical damage to the screen including but not limited to cracks.
What if my screen is cracked or damaged when my TV arrives?
ENGLAON doesn’t accept liability for screen damage caused in transit or by third parties. We encourage you to purchase transit cover at checkout to provide you with additional peace of mind.
If your screen was damaged in transit and you purchased our transit cover, you’ll need to return it to us within 48 hours so that we can send you a replacement.
What if my TV develops a fault after 30 days of purchase?
Remember that this warranty is valid for 12 months from the original date of your purchase. If your TV develops a fault after 30 days and is still within the Warranty Period, we’ll happily repair it for you. If we deem that it’s not reparable, then we’ll replace it with an equivalent or better model.
What if I change my mind about the TV I bought?
We accept change-of-mind returns within 7 days from your original date of purchase. In the case of a change of mind return, you’ll need to pay for return shipping yourself and will be held liable for loss or damage in transit.
Please note that change of mind returns are subject to the following
conditions:
• the product must be in brand-new condition, unused, and in its original
packaging
• the postage you originally paid is non-refundable
• all change of mind returns are subject to a 10% – 20% restocking and
handling fee, depending on the condition of the product when it arrives
• sale items won’t be issued with a refund, but you’ll be eligible for a credit
note.
To lodge a Warranty Claim, please contact ENGLAON Customer Service by:
Calling: 03 9121 3737
Emailing: service@englaon.com.au
Please have the following information readily available:
• your order number
• the model number and serial number of the TV
• your full name, postal / delivery address, and telephone number
