Harvey Norman is committed to ensuring that you are satisfied with your purchase. If you are not completely satisfied with something you have purchased from us, in store or online, or have simply changed your mind, you may return your product to any Harvey Norman store within 14 days, for an exchange, refund or Harvey Norman gift card.

This policy is in addition to, and is not intended to limit, any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and other consumer legislation, where a product may be faulty, damaged or incorrectly supplied.

Terms & Conditions

If you have changed your mind about a product purchased in store or online, you may return your product with proof of purchase to any Harvey Norman store, within 14 days of receipt of the product. Harvey Norman will decide whether to offer you:

• an exchange of products that are the same type and of similar value as the returned product; or
• a full refund of the purchase price of the product (excluding delivery charges); or
• a Harvey Norman gift card equivalent to the original purchase price of the product being returned.

Change of mind returns are only accepted when the product is:

• in saleable and undamaged condition;
• in original, unopened and sealed packaging;
• received by you no more than 14 days ago;
• accompanied by proof of purchase; and
• not an excluded product

The product must be returned to a Harvey Norman store. We will not be responsible for any delivery or other costs associated with returning the product to Harvey Norman.

Exclusions

Products from the categories listed below are excluded from this returns policy, except where the products are returned in accordance with consumer laws or as otherwise required by law:

• Personal care, hygiene, and grooming products.
• Gift Cards, SIM Cards, recharge cards, and vouchers (e.g., iTunes cards, mobile phone top-ups).
• Customer Direct products
• Physical and digital software and games.
• Drones
• Miele and Neff Whiteware/Cookware.
• Products marked 'display' or 'floor stock'.
• Seconds and Clearance products (includes sales marked as 'final' from Outlet stores).
• Customised and special orders (see your salesperson for further details).
• Pillows, mattress protectors, and bed linen.
• Beds, mattresses, and bedroom furniture.
• Shipping, delivery, and installation fees.
• Commercial sales.

This list is not exhaustive. Harvey Norman reserves the right to decide whether a product is an excluded product or not. Contact your preferred store for further details of excluded products.

Under the Consumer Guarantees Act 1993 ('CGA'), you have guaranteed legal rights for goods [and services] you buy.
These are called 'consumer guarantees', and include the following:

1. a guarantee that the goods are of acceptable quality, such that the goods are:
   • fit for all the purposes for which goods of that type are commonly supplied;
   • free from minor defects;
   • safe
   • durable; and
   • acceptable in appearance and finish;
2. a guarantee that the goods are fit for any particular purpose made known by you, or for which we represent that they are or will be fit;
3. a guarantee that the goods correspond with any description with which the goods are supplied; and
4. a guarantee that the goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.
   If the goods (or services) we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy.
   
   These guarantees are in addition to any warranty offered by a manufacturer, and you may have rights against the manufacturer directly.
   
   The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

Minor

If the goods (or services) we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price.

Major

A 'major failure' is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a 'failure of substantial character' as set out by section 21 of the CGA. If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.

Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.

If any goods arrive damaged, please contact the relevant Harvey Norman Store within 24 hours of delivery. The relevant Harvey Norman Store will arrange to have the damaged item returned to the Harvey Norman Store and either repair or replace the goods or refund the price to you, at its election. Damaged goods must be returned to the relevant Harvey Norman Store in the condition received by you with all original packaging, together with all packing slips. The "relevant Harvey Norman Store" is the Harvey Norman Store that delivered the goods to you. If you are unsure as to which store is your relevant Harvey Norman Store, please contact the Harvey Norman Customer First Team on 0800 088 144 or via email.

Contact the Harvey Norman store that supplied the goods to you. Please have your order number on you. If your issue remains unresolved you can contact the Harvey Norman Online team on 0800 088 144 or via email.

Delivery Charges

If there are no Harvey Norman stores accessible to you, you can ship the item/s back to the originating store. Please contact Harvey Norman to find out if you can ship your items instead of coming into a store.

Any shipping costs to return the original goods to Harvey Norman will be at the cost of Harvey Norman, where Harvey Norman considers the goods to have breached a consumer guarantee. If on examination of goods returned to Harvey Norman, the goods are found to not be in breach of any consumer guarantee, Harvey Norman may charge you a fee for examining the goods, and any cost to return the goods to you. If you are returning the goods due to change of mind you will be required to cover the shipping cost.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Harvey Norman Online and that the problem with the goods was not your fault.

Exchanges

If we agree to exchange your product, we will exchange it for another product that is of the same type and of similar value. However, if the selected exchanged product is:

• At a lower value, we will refund, or offer a Harvey Norman gift card, for the difference between the purchase price of the original product and the selected exchange product.
• At a higher value, you will be charged for the difference between the purchase price of the original product and the selected exchange product.

If, at our discretion, a suitable product is not available for exchange, you will be offered a refund or a Harvey Norman gift card.

Refunds

If we agree to offer you a refund, the refund amount will be for the original purchase price and will be processed using the same tender type as the original method of payment. If the purchase was originally financed, the product may be refunded or exchanged only - no Harvey Norman gift cards are available. For amounts refunded via internet transfer into the bank account provided, please allow seven (7) business days.

Bonus Gift Cards

Where a Harvey Norman bonus gift card is issued at the time of purchase, and the product is being returned or exchanged, the bonus gift card must also be returned with the product to qualify for a full exchange or refund. If the bonus gift card has been fully or partially redeemed, the value of any available refund or exchange will be reduced by the value of the bonus gift card (in full or in part).

Harvey Norman reserves the right to recover the full amount of the bonus gift card by way of deduction from the refunded purchase amount.