Do I have to pay for shipping when I return my purchase?
We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping. Our Customer First Team will verify and assess the return reason and arrange a return pick-up for you.
We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
What if my product is damaged in transit?
If any goods are delivered to you are damaged, simply visit any of our retail stores or contact our Customer First Team using the
Contact Us Form within ten (10) working days of receiving the delivery.
We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
What if my purchase is faulty or defective?
If you found the goods to be faulty or defective, simply visit any of our retail stores* or contact our Customer First Team within ten (10) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:
Replacement: The same product that you ordered will be shipped to you at Harvey Norman's expense. Our Customer First Team will contact you within 24 hours with the replacement product delivery time, and the process to return the defective/faulty product.
Service: You may have the product repaired, however, once serviced the product is no longer eligible for replacement.
Product must be deemed faulty or defective by our Customer First Team within seven (7) working days of delivery in order to receive a replacement unit. This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
*For faulty or defective Apple products and accessories, please visit an Apple Service Centre.