What to Do If Your Appliance Breaks During Warranty
Discovering your fridge, washing machine or oven has stopped working is stressful enough without also having to navigate warranty claims. This guide explains your rights, how to make a warranty claim and what happens if the manufacturer and retailer are not cooperative.
Your Rights Under Australian Consumer Law
In Australia, your rights when purchasing goods are governed by the Australian Consumer Law (ACL). Under the ACL, goods must be of acceptable quality, which means they must:
- Be safe and functional
- Be durable for a reasonable amount of time given the price and product type
- Match any description or sample they were sold against
- Be free from defects
Critically, the ACL guarantee applies regardless of any manufacturer's warranty. A manufacturer saying “warranty is 2 years” doesn’t limit your rights under the ACL, which can extend further for major appliances. A fridge that fails after 2.5 years due to a manufacturing defect may still be covered under ACL consumer guarantees even after the express warranty expires.
Step 1: Identify the Problem
Before contacting anyone, document what’s happening:
- What is the appliance doing or not doing?
- When did the problem start?
- Is there an error code displayed?
- Is it a complete failure or partial (e.g. the fridge cools but the freezer doesn’t)?
- Did it happen suddenly or gradually?
Take photos or videos of the problem and the error code if applicable.
Step 2: Contact the Retailer
Your first contact should be the retailer (the shop you purchased from, not the manufacturer). Under the ACL, the retailer is responsible for providing a remedy — they cannot simply redirect you to the manufacturer. The retailer’s response options are:
- Repair the appliance
- Replace the appliance
- Refund the purchase price
For a minor fault, the retailer can choose to repair first. For a major fault (the appliance doesn’t do what it’s supposed to do, or is unsafe), you have the right to choose between a replacement or a refund.
Step 3: Contact the Manufacturer
If the retailer is unresponsive or no longer trading, contact the manufacturer directly using the warranty information in your documentation. Most major brands (Samsung, LG, Bosch, Electrolux, etc.) have Australian service centres and warranty teams. Have your receipt, serial number and purchase date ready.
Step 4: Escalate If Necessary
If you’re not getting a satisfactory response:
- NSW Fair Trading: Lodge a complaint at fairtrading.nsw.gov.au or call 13 32 20
- ACCC: Report to the Australian Competition and Consumer Commission if you believe a breach of ACL has occurred
- Your state’s Civil and Administrative Tribunal: NCAT (NSW) handles consumer disputes efficiently and cheaply
What ‘Major Fault’ Means
A major fault under ACL means the appliance:
- Would not have been bought if the fault had been known
- Is substantially unfit for its normal purpose
- Is unsafe
- Cannot be repaired in a reasonable time
Buying From Oceania Appliances
When you purchase from Oceania Appliances, we support your warranty claim from the moment you contact us. We will coordinate repair or replacement with the manufacturer on your behalf and ensure you are not left without a resolution. Call or WhatsApp 0422 489 492 or email support@oceaniaappliances.com.au. Visit 2/14 Centre Place, Wetherill Park. Open 7 days, 10am–8pm.