Product Care

Thank you for choosing to protect Your Product with a Harvey Norman® Product Care Plan. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a majorfailure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if thegoods fail to be of acceptable quality and the failure does not amount to a major failure.The benefits under Your Harvey Norman® Product Care Plan are in addition to Your rights and remedies under the Australian Consumer Law.You are not required to pay for Your rights and remedies under the Australian Consumer Law.Nothing in this Harvey Norman® Product Care Plan excludes, restricts or modifies Your rights under the Australian Consumer Law. Please ensure that You keep Your Original Documents that record the purchase of both Your Product and this Harvey Norman® Product Care Plan. TheOriginal Documents constitute proof of the purchase and in the event of a claim, the Original Documents may need to be produced.The protection provided to You under Your Harvey Norman® Product Care Plan is subject to the terms and conditions specified below.

TERMS AND CONDITIONSGENERALIf You have purchased more than one product on the same purchase receipt, then Your Harvey Norman® Product Care Plan will only coverthose products specifically described on the purchase receipt and/or Tax Invoice as being covered. Harvey Norman® Product Care is onlyavailable from Harvey Norman® on the day of purchase of Your Product.

TERMThe term of Your Plan will be clearly stated on Your Original Documents and is effective from the expiry date of the manufacturer’s warranty of Your Product. For all products purchased with a purchase price over $400 the term of Your Plan may be:• 2, 3 or 4 years as specified on Your Original Documents.• If the manufacturer’s warranty is less than 12 months, then a period of twice the term of the manufacturer’s warranty will apply for Your Plan. For

example, if the manufacturer’s warranty equals 3 months then the term of Your Harvey Norman® Product Care Plan equals 6 months.In all cases, protection for products costing more than $400 is limited to 7 years (excluding plasma televisions, which is limited to 5 years) under YourPlan inclusive of any manufacturer’s warranties provided.If Your Product has a purchase price under $400 the term of Your Plan will be 24 months effective from the expiry of the manufacturer’s warranty ofYour Product.

WHAT IS COVEREDYour Plan covers the cost of parts and labour to repair Your Product in the event Your Product fails to properly operate due to:a) Electrical, electronic and mechanical failure protected under Your Product’s manufacturer’s warranty.b) A defect in materials or workmanshipc) Normal wear and teard) Dust, internal overheating, internal humidity or condensation

If Your Product cost more than $400 We will protect you against these faults under Your Plan until the expiry date of Your Plan, or until Your Product isreplaced with a new product.In the event that Your Product cost less than $400, We will always replace with a newproduct rather than repair under Your Plan.The maximum amount payable by Us under Your Plan will be the Original Purchase Priceof Your Product (inclusive of GST) per claim.

REPLACEMENT TERMSIf Your Product cost more than $400 and it is not economical for Us to repair Your Productand at Our sole discretion, under Your Plan We may replace Your Product with a new productthat is its nearest equivalent. In the event that We replace Your Product under Your Plan,We will take into account features, quality and specifications of the original item as wellas availability of the technology.The value of the replacement product shall not exceed the Original Purchase Price You paidfor Your Product. Due to changes in product technology and availability, the replacementproduct We supply under Your Plan may have a lower selling price and is not limited to theoriginal manufacturer brand of Your original product. Replacement price differences, if any,will not be refunded.Under Your Plan, if we cannot repair Your Product or offer a suitable replacement, we maygive You a store credit or cash settlement. The value of any store credit or cash settlementthat We give You under Your Plan will not exceed the Original Purchase Price of Your Product.The decision to repair, replace, offer a store credit or cash settlement under Your Plan isalways at Our sole discretion.

Harvey Norman® Product Care

Claims Hotline

1300 810 118

®

TRANSFERRING YOUR HARVEY NORMAN®PRODUCT CARE PLANYour Plan as it applies to Your Product can be transferred to a newowner provided the advice from You or the new owner is given toOur customer service centre. Please provide a copy of the OriginalDocuments to the new owner on Transfer. Please call Ourcustomer service Hotline on 1300 810 118, during Our operatinghours as set out below or mail Your advice to the address below.

PRIVACY STATEMENTWe comply with the Privacy Act 1988 (Cwth) (as amended). Theinformation We collect will be used for the purpose of providingYour Plan to You or to investigate, assess and pay claims underYour Plan.For these purposes, You acknowledge and consent to Us, Ouragents and Our related entities collecting Your personalinformation and disclosing Your personal information to Ouragents, Our related entities or Our service providers.You also acknowledge and consent to Us, Our agents and Ourrelated entities collecting and using Your personal information tocontact You for market research or to provide You with informationand offers about products and services offered by Us, Our agentsand Our related entities.If You do not want to receive any marketing information You canopt out by contacting Us on the numbers set out in this document.

15 DAY FREE LOOK If You wish to cancel Your Harvey Norman® Product Care Planwithin 15 days from the purchase date of Your Product, theRetailer will refund the amount You paid for Your Plan. Your Harvey Norman® Product Care Plan cannot be cancelledafter the 15 day free look period.

CLAIMS PROCEDUREBefore calling please conduct a basic check of Your Product.• Is Your Product plugged in?• Does Your Product require new batteries?• Have You checked Your manufacturer’s instruction booklet?

Many manufacturer’s instruction booklets contain “troubleshooting” tips.

If the problem still persists follow our simple claims procedureto make a claim under Your Harvey Norman® Product CarePlan. Please have Your Original Documents ready beforephoning.• Please make sure that you have your product model and

serial numbers available before calling.

• Call Us on 1300 810 118 during our business hours.• One of Our friendly customer service representatives will

verify Your details and assist You with Your query.• A claim can also be notified on line by visiting

www.onlinewarrantyclaims.com and completing the onlineclaims notification form.

COMPLAINTS PROCEDURE – CUSTOMER CAREWe take our customer service seriously and want to hear aboutany problems that You may have had with Your claim or the levelof service You have been provided.To notify us of these issues, please collect all the relevantinformation on Your query and direct it to The Resolution Team atthe address shown below.We will confirm the receipt of Your complaint within 48 hours ofreceiving it. We will endeavour to have a resolution to Yourcomplaint within 5 working days.

If You have any questions or queries about Your Harvey Norman®

Product Care Plan, please don’t hesitate in contacting Us.

For all enquiries, to transfer ownership or to lodge a claimcontact Us on

1300 810 118 Monday to Friday 8.30am – 7.00pm (Eastern Standard Time)Saturdays 9.00am – 12.00pm (Eastern Standard Time)

Harvey Norman® Product CarePrivate Mail Bag 14Castle Hill NSW 1765

International EnquiriesNEW ZEALAND 0800 848 444IRELAND 1800 200 503SINGAPORE 1800 438 6393MALAYSIA 1800 882 238SLOVENIA 08 01 018

Claim notification may also be made by visitingwww.onlinewarrantyclaims.com

DEFINITIONSMechanical or Electrical Failure:means a sudden or unforeseenfailure of Your Product arising from a mechanical or electricalfault.Original Documents: means Your original purchase receipt andtax invoice issued by the Retailer which sold Your Product to You.Original Date of Purchase: means the date shown on YourOriginal Documents.Original Purchase Price: means the amount shown on thepurchase receipt and/or Tax Invoice being the cost of Your Product.Replacement Terms: means the paragraphs in this documentunder the heading "Replacement Terms".User Generated Data: All data generated by You and stored onor in Your Product. For example, songs, photos, telephonenumbers and electronic documents.

You, Your: means the person or persons or business named asthe purchaser on the original purchase receipt and/or Tax Invoice.

Your Product: means the product that You purchased withProduct Care included as described in the purchase receipt and/orTax Invoice.

Your Plan, Your Harvey Norman® Product Care Plan meansthe Harvey Norman® Product Care Plan that You have purchasedwith Your Product.

We, Us, Our, Retailer: refers to the selling retailer or an authorisedagent of the selling retailer whose name appears on the originalpurchase receipt and/or Tax Invoice as the supplier.

VER 1 8JAN13

ATTACH PURCHASE INVOICE HERE

If Your Product cost less than $400, and We cannot offer a suitablereplacement, we may give You a store credit or cash settlement under YourPlan. The value of any store credit or cash settlement that We give You underYour Plan will not exceed the Original Purchase Price of Your Product. Thedecision to replace, offer a store credit or cash settlement under Your Planis always at Our sole discretion.If Your Product is replaced, a store credit is given or a cash settlement ismade under Your Plan, this shall constitute fulfilment of this Plan and thefaulty item will become Our property.

NO LEMON GUARANTEEIf You have purchased a product costing more than $400 and the samecomponent fails three or more times during the term of Your Harvey Norman®

Product Care Plan, We will replace Your Product under Your Plan in accordancewith the Replacement Terms above.If You have purchased a product costing less than $400,We will replaceYour Product under Your Plan the first time it fails in accordance with theReplacement Terms above.

FREIGHTIf You have purchased a product costing more than $400 and YourProduct requires servicing, under Your Plan We will cover freight both to andfrom Our designated service centre where: (a) the gross weight of Your Product is 5kgs or less; and (b) You live more than 20km from Our designated service centre. An example of items on which freight would be covered include, but is notlimited to, notebook computers, still or video cameras, MP3 players andmobile phones. If You have purchased a product costing less than $400, under YourPlan We will cover any freight costs associated with the assessment orreplacement of Your Product.In most circumstances, we will arrange and cover the cost of freight upfront.

FOOD SPOILAGEIf Your Product is a fridge or freezer, under Your Plan We will cover You up toa value of $250 for any food spoilage that might occur as a result of a defectas stated in the coverage section.

LAUNDRYIf Your Product is a washing machine or dryer, under Your Plan We will coverYou up to a value of $100 for any laundry cleaning and /or drying services ifYour product is out for service for more than ten(10) consecutive days fromthe time of the first service call to assess the failure. You will be required tosupply an itemised list and or receipts for each laundry reimbursement claimunder Your Plan.

USE OF REFURBISHED PARTS If Your Product is to be repaired, please note that refurbished parts may beused to repair your goods.

DATA STORAGE If your goods are capable of storing User Generated Data it is possible thatrepairing Your Product may result in the loss of Your User Generated Data.

AVAILABILITY OF SERVICE We always try to complete repairs in the shortest amount of time possibleunder Your Plan, however, We are not responsible for delays caused byfactors beyond our control such as manufacturer delays in supplying parts. WORLDWIDE COVERAGEYour Product is covered by Your Plan in any country where a HarveyNorman®, Domayne®, Joyce Mayne®, Norman Ross®, Clive Peeters® or RickHart® store exists.If You are in a country where a Harvey Norman®, Domayne®, Joyce Mayne®,Norman Ross®, Clive Peeters® or Rick Hart® store does not exist and YourProduct suffers a failure or fault as stated in the coverage section, should

you wish to have Your Product repaired under Your Plan in that country, Wewill pay up to A$200 of the cost of repair. You will need to contact Ourcustomer service centre before having Your Product repaired. You will needto pay for the repair and claim the cost back from Us. You will need to showan itemised invoice of the repair costs in order to have Your reimbursementapproved under Your Plan. You may also elect to have Your Product repairedon return from that country in which case you will not be required to pay forthe repair and claim the cost back from Us.

WHAT IS NOT COVEREDNothing in this Harvey Norman® Product Care Plan excludes, restricts ormodifies Your rights under the Australian Consumer Law. Your Harvey Norman® Product Care Plan does not cover:1. Faults or failures covered by the manufacturer during the

manufacturer’s warranty period.2. Defects or design faults that are covered by the original product

manufacturer or distributor whether or not through the process of aproduct recall.

3. Repairs carried out by repair agents that are not authorised by Us.4. Repairs or replacements that have been organised without following

the claims procedure listed in this document or without Our authority.5. Except where previously mentioned in these terms and conditions,

costs associated with freight, transportation or delivery for YourProduct.

6. Service call fees for Your Product if Your Product has a weight that isless than 25 kilograms.

7. Service call fees for Your Product where Our designated service centreis not available within a 50km radius of the location of Your Product.

8. Service call, repair costs or replacement costs where the fault is notcovered under Your Plan.

9. Costs associated with installation, uninstalling, dismantling, or re-installation of Your Product.

10. Costs associated with any damage that occurs during transportation,installation, uninstalling, dismantling or re-installation of Your Product.

11. Consequential losses or damage of any type.12. Costs associated with routine maintenance and servicing such as

cleaning, adjustments, lubrication, alignments, reprogramming, tuningor upgrades.

13. Accidental, cosmetic or physical damage of any type or from anycause.

14. Accessories such as, but not limited to, headphones, microphones,cords and cables, ancillary game controllers and memory cards.

15. Mechanical or Electrical Failures of Your Product caused by;Negligence, accidental or deliberate misuse or unauthorisedalterations;Liquid penetration;Infestations of vermin, pests or insects;Accidental, cosmetic or physical damage from any cause;Rust, corrosion or mould

16. Repairs to any;Consumables, including but not limited to user replaceable batteries,fuses, filters, bulbs, globes, lamps, user replaceable elements, toners,drums and print heads;Monitors or televisions as a result of burned phosphor, screen burn orfinger prints;Speakers as a result of overloading;Software, data or removable data medium caused by the Mechanicalor Electrical Failure of Your Product.

17. If Your Product is under $400, the replacement of:Any accessories which may include head phones, remote controls orexternal devices;

18. Any single claim amount which exceeds the original purchase price of Your Product.