Returns

ENGLAON Return Policy

This policy applies to ENGLAON televisions, Smart Mirrors, and accessories purchased in-store or online. It explains your rights under the Australian Consumer Law (ACL) and our procedures for returning, repairing, or replacing faulty goods.

In summary:

  • If a product has a major problem, you may choose a refund or replacement.
  • If the issue is minor, we will repair it free of charge, or replace it if it cannot be repaired.

To start a return, please contact our Customer Service team with your proof of purchase and details of the issue.
Replacement or refund will not be issued until the original item has been received and inspected.

Definitions

Major Problem (Major Failure)

A product has a major problem if:

  • A reasonable consumer would not have purchased it if they had known about the issue.
  • The product is significantly different from the description or sample.
  • The product is not fit for its normal purpose or a purpose communicated before purchase and cannot be easily fixed.
  • The product is unsafe.

If a major problem occurs, you are entitled to reject the goods and choose a full refund or replacement.

Minor Problem (Minor Failure)

A minor problem is a defect that does not meet the threshold of a major failure.

In this case:

  • ENGLAON will repair the product free of charge within a reasonable time.
  • If the product cannot be repaired and is still under warranty, a replacement will be provided.

Your Rights under Australian Consumer Law (ACL)

ENGLAON complies fully with the consumer guarantees under the ACL. These guarantees cannot be excluded.

If there is any inconsistency between this policy and the ACL, the ACL will prevail.

For a major problem, you may choose:

  • A full refund, or
  • A replacement of equal value

For a minor problem, ENGLAON will repair the product within a reasonable time at no cost.

If the product cannot be repaired and remains under warranty, a replacement will be provided.

Customers may also be entitled to compensation for reasonably foreseeable loss or damage caused by a major fault.

Important Conditions

  • A replacement or refund will not be issued until the returned product has been received and inspected at our warehouse.
  • ENGLAON does not provide loan units during repair periods.

Return Eligibility and Exceptions

Returns may not be accepted if:

  • The product was misused or improperly installed.
  • The product was not used according to manufacturer instructions.
  • The customer was aware of the defect before purchase.
  • The product has cosmetic damage that does not affect functionality.

This policy does not cover change-of-mind purchases unless otherwise stated.

How to Return Your Product

The detailed step-by-step return instructions, including:

  • Packaging requirements
  • Shipping instructions
  • Required documents
  • Return preparation guidelines

are available in our support guide:

How to Return Your Product

This guide explains how to safely package your TV and prepare the return to avoid damage during transit.

Processing and Timeframes

Once the returned product arrives at our warehouse:

  • Inspection is typically completed within 3 business days.

If additional diagnostics or repairs are required, we will notify you.

After approval:

  • The repaired or replacement item will be shipped to you, or
  • A refund will be issued to the original payment method.

Bank processing times may vary.

Warranty Handling

If the issue is covered by ENGLAON warranty:

  • Manufacturing faults will be repaired or replaced free of charge within the warranty period.

After the warranty period, ACL rights may still apply depending on the nature of the fault.

Customers must provide:

  • Proof of purchase
  • Warranty documentation

Contact Information

For returns or assistance, please contact ENGLAON Customer Support.

Email: help@englaon.com.au
Phone: (03) 9121 3737

Business Hours: Monday – Friday 9:00am – 5:00pm (AEST)