At Harvey Norman Online we want our customers to be completely satisfied with their purchase.

We recommend you read our Returns Policy prior to you making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer First Team.

This Returns Policy only applies where you make a purchase online from our website.

What is the returns process?

Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may initiate a return for your order (or items) under any of the three specified reasons below for a Valid Return:

1. Your product does not match the website specifications or description
2. You received the wrong item in your package.
3. For products that are defective or damaged upon arrival, please refer to this link here.

Any reasons not covered by the three mentioned reasons will be deemed an Invalid Return. If such a situation occurs, a delivery fee, along with the original delivery charges incurred during the initial order, will be applicable.

And the general requirements for returns are as follows:

• You have proof of purchase (order invoice number and receipt).
• The goods must be in new condition and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
• All sealed items must not be opened.
• The product must not have been used or installed or had any data inputted.

Under what conditions is/are the product non-returnable:

• In the interest of hygiene: duvets, sheets, pillows, headphones and Bluetooth headsets, earphones, personal care products, health and fitness products cannot be returned unless they are unopened and in their original packaging.
• Apple products and accessories (fulfilled by Apple Service Centre)
• Computer software, ink cartridges, toner and mobile phone.
• Display sets
• Once Installed: Video game consoles, video games, made-to-order/custom-Made, air-conditioner, TV (once wall mounted)
• Once Used: All Electrical & kitchen appliances, IT, cameras, accessories, Mattresses and Assembled Furniture.
• Items such as laptops, tablets, desktop computers, software, games, DVD's, CD's, Recordable media and other equipment which contain a security seal that has been broken or tampered with.
• Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
• Customised/made to order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged.

^*If delivery has taken place, the refund will exclude delivery charges paid.
^*One exchange is allowed per purchase. The exchange product will not be eligible for further exchange or refund unless faulty.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit any of our retail stores or contact our Customer First Team using the Contact Us Form.

1. Our customer service agent will verify the return reason and arrange a return pick-up for you.
2. Our courier company will pick up the package.
3. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.