Returns Policy
The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Under the Law, these Consumer Guarantees cannot be excluded. 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.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
If you believe that a product that you have purchased from JB Hi-Fi BYOD Online is faulty please see JB Hi-Fi’s “Refunds & Warranties, Understanding Your Rights” Brochure, which sets out the minimum remedies that JB Hi-Fi will provide to you if you buy a faulty product from JB Hi-Fi. Your rights under the Australian Consumer Law may extend beyond these time periods.
Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than JB Hi-Fi, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of your nearest JB Hi-Fi store for assistance. If have purchased goods from JB Hi-Fi BYOD Online you can also contact us via our Contact Us form selecting the Warranty/Repair/Returns Enquiry option.
Change of mind returns are subject to JB Hi-Fi’s Terms and Conditions and “Refunds & Warranties, Understanding Your Rights” Brochure. You can return your purchased product, so long as it is unused, unopened, its packaging is in good condition and it is returned within 30 days of the date on the invoice.
Please note that goods will not be unused and unopened if they have been imaged by JB Hi-Fi in-line with the requirements of your participating school.
Change of Mind Returns via a JB Hi-Fi Store
We will be more than happy to assist you with your JB Hi-Fi BYOD Online return at any one of our JB Hi-Fi stores nationwide. You will need to bring proof of purchase, including your BYOD order number and photo ID. Store staff will check to ensure the product is unopened, is unused, that the packaging is in good condition and that the return has occurred within 30 days from the date on the invoice.
Once the return has been accepted, your refund will be processed by a member of our Online Customer Service team, in accordance with the Refunds Method section detailed below.
Change of Mind Returns via JB Hi-Fi BYOD Online Customer Support
To initiate a change of mind return online, please complete the Contact Us form selecting the Warranty/Repair/Returns Enquiry option. Once you have submitted your enquiry, a member of our Customer Support team will be in touch to assist. Alternatively, you can initiate a change of mind return by speaking to a member of our customer support team on 1300 730 548 (select Option 1) between the hours of 9am-5pm Mon-Wed and 9am-9pm Thu-Fri AEST.
Our Customer service team will ask questions to ensure the product is unopened, is unused, that the packaging is in good condition, the product has not been imaged and that the return has occurred within 30 days from the date on the invoice.
We will then provide you with instructions on how the goods can be returned. Please use the original packaging where possible in order to avoid damage in transit. Once we have physically received the returned goods and are satisfied the return conditions have been met, we'll process the return, issue a refund in accordance with Refund Methods set out below, and send you a return confirmation email.
Change of Mind Refund Methods
The way your refund is processed depends on your original payment method.
If you paid by credit card, then refunds will be sent to the card issuing bank within 2 (two) business days of receipt of the returned item.
If you paid by BPAY, then you will need to provide us with the following bank details:
Please note that refunds can only be remitted to a local bank account where the Bank Account Holder name is the same as the Billing Contact filled in when placing the order.
Please allow up to five (5) business days for JB Hi-Fi to post the refund to your account bank after we receive this information. Please contact your bank in relation to any further questions regarding to your refund.
If you paid by Finance, then a refund will be sent to the Finance Provider within 3 (three) business days of receipt of the returned item.
Exchanging an Item
If you purchased an item from JB Hi-Fi BYOD Online and wish to exchange it for another JB Hi-Fi BYOD Online product, you will need to return the original item within 30 days from the date on the invoice in accordance with the change of mind return conditions outlined above. Once the refund has been processed, you can then purchase your replacement item on the JB Hi-Fi BYOD online portal.
Incorrect or damaged goods
If you received the wrong product or it was damaged during shipping, please contact JB Hi-Fi BYOD Online Customer Support on 1300 730 548 (option 1) during the operation hours of 9am-5pm Mon-Wed and 9am-9pm Thu-Fri AEST.