Refund policy

Last updated: July 2026

AM Appliance Mates aims to make the returns process as straightforward as possible. This policy sets out our position on returns, exchanges, and refunds. Your rights under the Australian Consumer Law apply in addition to this policy and are not limited by it.

Change of Mind Returns

We do not offer change of mind returns on:

Installed appliances (once installation is complete and the appliance is operational)
Special order or non-stock items ordered specifically for your property
Items that have been used, damaged after delivery, or are not in original condition

For uninstalled appliances that have been delivered but not yet installed, we may consider a return request on a case-by-case basis. Contact us within 48 hours of delivery. The appliance must be in original, unopened packaging and undamaged. A restocking fee may apply.

Faulty or Defective Products

If your appliance develops a fault within the manufacturer warranty period, please refer to our Warranty & Support page for the process.

Major failures: If an appliance has a major failure (as defined under the Australian Consumer Law), you are entitled to choose between a refund, replacement, or repair. We will work with you and the manufacturer to resolve major failures promptly.

Minor failures: For minor failures that can be repaired, we will arrange repair through the manufacturer's authorised service network or our own installation partners. Repair will be completed within a reasonable timeframe.

Damaged on Delivery

All appliances should be inspected at the time of delivery before accepting.

If damage is visible on delivery: Note the damage on the delivery documentation before signing and contact us within 24 hours with photos. We will arrange a replacement or resolution.
If damage is discovered after delivery: Contact us as soon as possible with photos. Damage reported within 48 hours of delivery will be assessed. Damage noted after this period may be difficult to process as a delivery claim if it cannot be distinguished from post-delivery damage.

How to Request a Return or Report an Issue

Contact us at info@appliancemates.com.au with:
1. Your name and delivery address
2. Order number or proof of purchase
3. Product brand and model
4. Description of the issue and photos where applicable
We will respond within 2 business days to acknowledge your request and advise next steps.
Where a return is approved, we will arrange collection of the item. Do not attempt to return large appliances by your own means without our prior instruction — this may complicate the process.

Refunds

Where a refund is approved, it will be processed to the original payment method within 5–10 business days of the return being received and assessed.

For trade account customers paying by bank transfer, refunds will be issued by bank transfer to the account on record.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.