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Product Care
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Claims Hotline 0800 848 444 |
Rest assured that you and your purchases are protected with a Harvey Norman Product Care Plan. Should you experience a confirmed failure of your goods, Harvey Norman will assess and either repair, replace or refund your goods, depending on your type of product care to ensure you have peace of mind knowing you're always covered. |
| We all have questions – especially when it comes to fine print – so we’ve set out the most commonly asked questions about Product Care’s coverage and claims procedures. |
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| What about my rights as a consumer? | The benefits under Product Care are in addition to a consumer's rights and remedies under New Zealand Consumer Law. For more information about your consumer rights relating to your purchases and Product Care, please view the Harvey Norman Product Care PDF (370KB). | |
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What is Harvey Norman Product Care? |
In the simplest terms, it is protection against the cost of repair if your product suffers an electrical, electronic or mechanical failure. | |
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What are the benefits? |
It covers the cost of parts and labour to repair your product in the event it fails to operate due to: a) Electrical, electronic and mechanical failure protected under your product’s manufacturer’s warranty. |
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Can I just get a replacement? |
If your product cost you less than $500 and suffers a failure as defined by the Product Care Terms and Conditions (PDF 370KB), Product Care will provide a replacement unit. If your product cost you more than $500, Product Care will cover the cost of parts and labour for an unlimited number of repairs, unless it is uneconomical for us to do so. In that instance, you would receive a replacement. | |
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But what if its a lemon? |
No one wants to be stuck with a lemon, so if the same component fails three or more times we will replace your product. | |
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Is there anything that isn't covered? |
Like most things, Product Care does not cover some situations; for example, product failure caused by deliberate misuse. To read the full terms and conditions, including exclusions, please view the Harvey Norman Product Care PDF (370KB). | |
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How long will a repair take? |
We always try to complete repairs in the shortest amount of time possible. At times there can be delays beyond our control, such as manufacturer delays in supplying parts. | |
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What about the food in my fridge or the dirty Laundry? |
It is a terrible waste when a fridge or freezer breaks down and an inconvenience when a washer or dryer fails. We understand these household necessities and therefore include a food allowance of up to $250 for any food spoilage that might occur due to a breakdown and an allowance of up to $100 for washing and/or drying services should your product be out of service for more than 10 days. | |
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Where can I buy Harvey Norman Product Care? |
You can purchase Product Care either in-store or online. To purchase online, go to your shopping cart and select to add Product Care to each item. To purchase in-store, advise your salesperson or cashier that you want to include Product Care. | |
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When can I buy Harvey Norman Product Care? |
Harvey Norman Product Care is available from the time of purchase, till up to eleven months after the day of purchase of your product. | |
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When does Harvey Norman Product Care start? |
Product Care will cover your product from the day your Manufacturer's Warranty finishes. For example, if your product came with 12 months warranty, Product Care will start 12 months and one day after your purchase. | |
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How do I make a claim on Harvey Norman Product Care? |
To make a claim you can either call the Product Care Customer Service Centre on 0800 848 444 or lodge your claim online at www.onlinewarrantyclaims.com. | |
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| Not all questions are common. Do you need a more specific answer? Contact Us with your question and we'll respond within five working days. | ||
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