JB Hi-Fi is one of Australias largest electronics retailers. It not only complies with the standard returns and refunds of the Australian Consumer Law but also offers a 30-day “change of mind” return policy and – for a fee – an “Extra Care” service.
The JB Hi-Fi return policy
Being an Australian business, the JB Hi-Fi return policy must comply with the Australian Consumer Law (ACL).
The ACL allows the customer to return any faulty products and depending on the severity of the issue, get a refund, exchange, or repair:
- In case of a major issue, you can choose a full refund, a replacement product, or repair.
- In case of minor issues, JB Hi-Fi can decide how to compensate you.
You also need to show the receipt to prove the product was purchased at JB Hi-Fi.
Does JB Hi-Fi offer “change of mind” returns?
Yes, you have 30 days to return any unused product provided that the packaging is in good condition.
However, there are some exclusions:
- No “change of mind” returns on commercial sales.
- For hygiene reasons, only unopened earphones and headphones can be returned.
- No returns/refunds on computer games and software.
How to return a product to JB Hi-Fi?
The best is to return the goods to your local JB Hi-Fi store whenever possible. This allows the staff to assess the product and offer you a remedy or send the item for further investigation.
However, in the case of big and bulky products you might want to ask for a return courier (e.g. here) and JB Hi-Fi should organize the transportation of the product.
How to return a product without the receipt?
You need to prove the item you want to return was indeed purchased at JB Hi-Fi. The best and easiest thing is the show them the receipt.
However, if you have lost a receipt, you might still be able to get a copy from JB Hi-Fi:
- You can visit the store where you made the purchase or contact the company online and ask for a copy of your receipt. You’ll need to provide the date of purchase, price, model number, and the payment method you used.
- If you made the purchase via their website, just log into your account, or create a new account using the same email address you used when buying the product. After logging in you should be able to see your purchase history and print or download the receipt.
What warranty does JB Hi-Fi offer?
JB Hi-Fi offers a warranty on all their products under the Warranties and Consumer guarantees parts of the ACL.
The ACL is a bit vague about the time limit a company should provide a warranty on their products. It says the time limit on the length of the guarantee should be “reasonable”.
The JB Hi-Fi “Minimum Voluntary Warranty Policy Guide”
The customer can request an exchange or refund on faulty products if the warranty was claimed within 3 months of the purchase for goods under $1000, and within 6 months for goods over $1000.
On top of that, JB Hi-Fi offers a further warranty on its products, however, in this case, the company will try to repair the product or give you a new or used replacement product. The time frame of this warranty depends on the price of the product:
- 12 months for products under $500
- 2 years for products over $500 and computers over $2000
- 2.5 years for products over $2000, excluding computers
- 3 years for products over $4000
How to make a warranty claim at JB Hi-Fi?
You have 3 options to make a warranty claim on products purchased at JB Hi-Fi:
- contact the manufacturer directly
- return the product to your local store
- ask for an in-home assessment (submit a request here)
JB Hi-Fi refund policy
JB Hi-Fi should offer you a refund in case of a major failure in the product, provided that the failure is not your fault and you file your claim within 3 months (goods under $1000) or 6 months (goods over $1000) of the purchase.
JB Hi-Fi also offers a 30-day full refund on unused, unopened returns (“change of mind” return).
No refunds are given on computer games/software and opened earphones/headphones.
JB Hi-Fi exchange policy
Just like refunds, exchanges are also governed by the ACL. In case of a major failure you are entitled to a full refund within 3/6 months of the purchase, depending on the product price (under/over $1000).
Once this time window has passed, you might or might not get an exchange. Chances are JB Hi-Fi will try to get the product repaired. However, if it cannot be repaired within a reasonable amount of time, you can get a new or used replacement product.
FAQ
The same general rules apply to mobile phones as outlined below. The return and refund policy work under the ACL and manufacturer guarantees.
JB Hi-Fi doesn’t seem to have any special rules on such items. However, many stores do have more strict policies on such items, so you might want to ask JB Hi-Fi customer support or go to your local store.