Refunds and Warranties Guide

Mifo Australia Refunds and Warranties Guide

Understanding your rights for Consumer Electronic Devices and Home Appliance Products

Your Rights Under Australian Consumer Law

The Australian Consumer Law (ACL) protects consumers by granting them guaranteed rights when purchasing goods and services. The ACL mandates that goods must be defect-free and function as intended, while services must be performed with care and skill. These rights, known as 'Consumer Guarantees,' automatically apply whenever goods or services are supplied to a consumer.

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:

  • Cancel your service contract with us, and
  • Refund for the unused portion, or reimbursement for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does amount to major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Exceptions to guarantees

Consumer guarantees do not apply if you:

  • Misused a product in any way that caused the problem
  • Got what you asked for but changed your mind or saw it cheaper elsewhere
  • Knew of or were made aware of the faults before you bought the product
  • Bought a one-off item from a private seller, for example at a garage sale or fete
  • Plan to on-sell or change the product so that you can re-supply it as a business.

Mifo Australia Refund and Warranty Policies

Mifo Australia will provide a refund, replacement, or repair in accordance with the Mifo Australia Minimum Voluntary Warranty Policy set out in this document. This policy only sets out the minimum time periods within which Mifo Australia will offer you a refund, replacement, or repair, and your rights under the ACL may extend beyond these periods.

To obtain a refund or any other remedy, please visit your nearest Mifo Australia store or contact us. You will be required to provide proof of purchase from Mifo Australia. Mifo Australia needs to be satisfied that the product is faulty, the cause of the fault, and that the problem with the goods was not your fault. Mifo Australia reserves the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective or simply require basic troubleshooting.

In most circumstances, faulty goods would have been sold complete with out-of-the-box accessories such as remotes, controllers, power cords, battery chargers, and computer connectivity cables. It is a requirement for the fulfilment of refunds, exchanges, and replacements that customers have used their best endeavours to return faulty products complete with the out-of-the-box accessories supplied at the time of the original purchase.

Mifo Australia reserves the right to not provide a remedy in accordance with the Mifo Australia Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and Mifo Australia has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have rights against Mifo Australia under the ACL.

Returned Product Status
Policy
Time Limit Exclusions and other Conditions
Faulty Product with packaging in any condition or packaging discarded
Refer to Minimum Voluntary Warranty Policy Guide. (below)
   
Unused & Unopened, packaging in good condition (product not faulty)
100% Refund 30 Days Exclude Commercial Sales

Refund may be available after 30 days if breach of Consumer Guarantees as outlined by the ACCC


Original Manufacturer Support

Many manufacturers have dedicated support centres designed to handle product issues and may offer in-home support and advanced troubleshooting. Often, the manufacturer can provide a quicker assessment and remedy for any issue, even if the manufacturer's warranty has expired. You may prefer to contact the manufacturer rather than Mifo Australia, although you are not obliged to do so. If at any time you are not satisfied with the manufacturer's remedy in relation to your legal rights, you can contact a Mifo Australia support representative by live chat by clicking the chat bubble displayed on this website.

Mifo Returns Guide

*(A) = Computers (B) = All products excluding computers


Mifo Australia or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable timeframe. If the product is found to be faulty through no fault of the customer, the customer can request an exchange or refund of the original purchase price. Alternatively, customers can request a repair free of charge in accordance with the manufacturer's warranty. If the product is a Big & Bulky item (e.g., white goods, large/fixed kitchen goods, certain TVs), Mifo Australia will, if possible, organize with the manufacturer to repair the product at your premises as the most convenient remedy. If you are not satisfied with this remedy, refer to the teal section below for seeking a remedy under the ACL.

 

In the event of a major failure or minor defect, if the product is determined faulty through no fault of the customer, the customer can request a free repair by an approved manufacturer’s repairer. If the goods cannot be repaired within a reasonable timeframe, the customer can request a replacement from Mifo Australia. Mifo Australia will replace the product with a new or used product of the same brand with similar features. In some cases, the ACL may still provide for an automatic replacement or full refund of the original purchase price. Refer to the beige section below for seeking a remedy under the ACL.

 

While individual circumstances may vary, the policies set out above are intended to provide you with remedies that Mifo Australia believes to be consistent with your statutory rights under the ACL in the event of a breach of a Consumer Guarantee related to faulty products. However, these policies are in addition to, and do not limit, your rights with respect to the Consumer Guarantees or any other rights and remedies under the law for goods sold by Mifo Australia. If you are not satisfied with a remedy under the Mifo Australia Minimum Voluntary Warranty Policy, you can discuss your concerns with a customer support agent by live chat below, who is authorized to provide an alternative remedy where appropriate. If the customer support agent believes the Mifo Australia remedy is adequate but you still feel your ACL rights are not being observed, you can submit your concerns in writing to our ACL Warranty Claims Officer by emailing consumerrights@mifo.com.au for further consideration.

Team Code of Conduct

Mifo Australia support staff must ensure that your ACL rights are not limited in any way. Limiting your rights may include:

  • Informing you that the manufacturer is solely obligated to remedy your faulty product.
  • Refusing to refund, replace, or repair a product that became faulty through no fault of your own within a reasonable timeframe under the Mifo Australia Minimum Voluntary Warranty or the ACL.
  • Failing to escalate or properly address any dispute you have related to the minimum timeframes and remedies outlined in this document.
  • Failing to assist in a courteous and timely manner with a remedy in accordance with Mifo Australia’s Minimum Voluntary Warranty Policy.
  • Redirecting you to another Mifo Australia store because your original purchase was made there.

If at any time you feel that Mifo Australia staff conduct is not in accordance with these guidelines, please contact: consumerrights@mifo.com.au

Expenses of Claiming Under Mifo Australia’s Warranty Policy

If your goods are faulty and you are entitled to a remedy under Mifo Australia’s Minimum Voluntary Warranty Policy, Mifo Australia will cover your reasonable expenses for making a claim. This includes arranging and paying for, or reimbursing, the reasonable cost of transporting the goods to and from your nearest store or any repair agent, provided you contact us in advance and obtain prior approval.

More Information

For more information regarding Consumer Guarantees, your rights, and the Australian Consumer Law, visit the Australian Competition & Consumer Commission (ACCC) website: http://www.accc.gov.au/consumers/consumer-rights-guarantees

 

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