Warranty, returns and your consumer rights
Everything we sell is Australian model stock supplied through authorised distribution, covered by the official manufacturer warranty and serviced by Australian technicians. On top of that, every purchase carries consumer guarantees under the Australian Consumer Law which cannot be excluded, limited or modified — not by us, not by a manufacturer, and not by anything written on a warranty card.
30-day money-back guarantee
Change your mind within 30 days of delivery. Item and accessories in original packaging and resaleable condition, free insured return collection, full refund to your original payment method within 5 business days of collection.
Official manufacturer warranty
Two years as standard on most items, with extended cover where the manufacturer offers it — ten years on several refrigeration compressors, laundry motors and mattresses, lifetime structural cover on gym frames.
Consumer guarantees
Acceptable quality, fit for purpose, matching description, and lasting a reasonable time for the price paid. These rights are automatic, free, and may outlast the warranty period.
How a warranty claim works
1. Send us the details
Email support@valuevault.com.au or call 1300 894 275 with your order number, the product, and a short description of the fault. Photos or a short video of the problem speed things up considerably.
2. We assess within 2 business days
We confirm whether the fault is a major or minor failure, and whether it is handled by us directly or through the manufacturer's Australian service network. You are never sent overseas or told to deal with a manufacturer alone.
3. We arrange collection or an on-site technician
Bulky items — fridges, ovens, gym equipment, e-bikes — are usually repaired on site by an authorised Australian technician. Everything else is collected free and insured from your address.
4. Repair, replacement or refund
Minor failures are repaired within a reasonable time. For a major failure, you choose a refund or a replacement — that choice is yours under the Australian Consumer Law, not ours.
Start a claim: support@valuevault.com.au · 1300 894 275 · Mon–Fri 8am–7pm AEST, Sat 9am–5pm AEST
Major and minor failures
| Situation | Your remedy | Who chooses |
|---|---|---|
| Major failure | Refund, replacement, or keep it and claim compensation for the reduced value | You do |
| Minor failure | Free repair within a reasonable time, or replacement if repair is not practical | We do, but it must be timely |
| Damaged in transit | Replacement or full refund, damaged item collected free | You do |
| Change of mind (within 30 days) | Full refund on resaleable goods in original packaging | You do |
What is not covered
Normal wear and tear, accidental damage, misuse, unauthorised modification and damage from failing to follow the manufacturer's care instructions are not covered by a warranty. Two specific Australian cases worth naming: scale damage in a coffee machine used without the supplied water filter in a hard-water area such as Perth or Adelaide, and mattress sagging claims on a base with slats more than 75 millimetres apart. Lithium batteries charged with non-genuine chargers are also excluded, and unsafe to use.
Keep your tax invoice
Your GST tax invoice from ValueVault Retail Group Pty Ltd (ABN 48 621 907 336) is your proof of purchase for both the manufacturer's warranty and your consumer guarantees. We keep a copy against your order, so if you lose it we can reissue it.
If you are not happy with our response
Ask for our decision in writing and escalate to our customer resolutions team on 1300 894 275. If we still cannot agree, you can contact the ACCC or your state or territory consumer affairs or fair trading office, or apply to a small claims tribunal. Nothing on this page limits those options.
Related: delivery information and transit times.
Warranty and returns questions
What is the difference between a warranty and my consumer guarantees?
A manufacturer's warranty is a promise from the manufacturer for a set period. Your consumer guarantees come from the Australian Consumer Law, apply automatically, cannot be excluded, and can last longer than the warranty depending on the price and expected life of the product.
How long do my consumer guarantees last?
There is no fixed period. The law asks what a reasonable person would expect given the price, the type of product and any statements made about it. For a A$3,000 television or A$4,000 appliance, that expectation is measured in years, not months.
What counts as a major failure?
A failure is major when the product is unsafe, is significantly different from its description, cannot easily be fixed within a reasonable time, or would not have been bought by a reasonable consumer aware of the problem. For a major failure you choose between a refund, a replacement or keeping the item and claiming compensation for the drop in value.
Do I need the original packaging to return something?
For a change-of-mind return within 30 days, yes — the item and its accessories must be in the original packaging and in resaleable condition. For a faulty item, no: your consumer guarantees apply regardless of packaging.
Who pays for return freight?
We do, in every case: change of mind, faulty goods and transit damage. We book an insured collection from your address anywhere in Australia.
Can I claim if I bought it as a business?
Consumer guarantees apply to most business purchases of goods costing up to A$100,000, and to goods of a kind ordinarily bought for personal use regardless of price. Keep your GST tax invoice as proof of purchase.
Insured AU-wide delivery
Transit loss and damage protection is included.
30-day return guarantee
Australian returns with free collection.
Official AU warranty
Manufacturer cover plus your ACL rights.
Australian stock
Dispatched from Sydney and Melbourne warehouses.