Still waiting on a

Harvey Norman

refund?

Harvey Norman’s refund policy is strict compared to some other retailers. Understanding their criteria is key to ensuring a successful refund request.

Refund eligibility criteria:

• No Change-of-Mind Refunds: Harvey Norman generally doesn’t provide refunds or exchanges for simply changing your mind about a product. Exceptions vary by individual franchise stores and usually result in exchange or store credit only.
  
  
• Faulty, Damaged, or Misdescribed Products: Under Australian Consumer Law (ACL), you're entitled to a refund, repair, or replacement if goods are faulty or misrepresented. Major faults allow for refunds, while minor issues may result in repairs or replacements.
  
  
• Proof of Purchase: A valid receipt or invoice is required. Lost receipts may complicate matters but can sometimes be traced via other transaction records.
  
  
• Condition for Discretionary Returns: Items should be unused, in original packaging, and resaleable for any discretionary returns allowed by store managers. Personal hygiene products and software, DVDs, and games once opened usually can’t be returned.
  
  
• Timeline ("Reasonable Period"): Faulty products should be reported promptly. Major failures often qualify for refunds within months; minor issues are repairable within a "reasonable time."
  

Follow these clear steps to initiate your refund request efficiently:

• In-Store Purchases:
  
  
  • Return to the original Harvey Norman store with the product, proof of purchase, and original packaging if possible.
    
    
  • Explain the issue to customer service staff for inspection and potential resolution (refund, repair, replacement).
    
    
• Online Purchases (Harvey Norman Online):
  
  
  • Contact Harvey Norman’s Customer First Team via Live Chat or phone (1300 464 278) with your order number.
    
    
  • Submit required documentation, such as photos or videos of faults.
    
    
  • Follow provided instructions for return shipping or courier pickup.
    
    
• Click & Collect Returns:
  
  
  • Handle returns at the pick-up store location with your online order confirmation.
    
    
• Assessment & Repairs:
  
  
  • Faulty goods might be sent for assessment by a manufacturer’s authorised service centre, which could extend the process by days or weeks.
    
    
• Receiving Refund or Replacement:
  
  
  • Refunds are issued to the original payment method. Ensure you obtain written confirmation or receipts documenting your refund or replacement.
    

Refund timelines vary depending on your purchase method:

• In-Store Refunds: Generally processed immediately, with card refunds taking about 1–5 business days.
  
  
• Online Order Refunds: Typically processed within 7 days once Harvey Norman receives and inspects your returned product. Total timeline may stretch to 2 weeks, considering shipping and assessment.
  
  
• Factors Affecting Speed: Internal approval, payment method, supplier involvement, and holidays/weekends may extend timelines. Refund delays due to supplier interactions or internal coordination issues can happen, requiring persistence and follow-up.
  
  
• Communication: Expect email confirmation upon refund processing. If delays occur, follow up regularly for status updates.
  

Harvey Norman processes refunds through several clear methods, depending on the original purchase:

• Original Form of Payment:
  
  
  • Refunds typically returned to the original credit card, debit account, PayPal, or Afterpay account used for the purchase.
    
    
• Store Credit / Gift Card:
  
  
  • Provided if proof of purchase is missing or discretionary returns are approved.
    
    
• Repair First, Then Refund:
  
  
  • Initial repairs or replacements might be attempted before a refund is issued for minor faults.
    
    
• Partial Refunds:
  
  
  • Issued in situations like price adjustments or compensations, credited to the original payment method.
    
    
• Extended Warranty Refunds:
  
  
  • Pro-rata refunds provided if a product with an extended warranty is returned and refunded.
    

Navigate common refund issues effectively by understanding typical scenarios:

• Change-of-Mind Denials: Harvey Norman strictly refuses refunds for simple change-of-mind, causing dissatisfaction among unaware customers.
  
  
• Delays in Faulty Goods Refunds: Slow processing due to supplier or manufacturer involvement. Assert your ACL rights if delays are unreasonable.
  
  
• Poor Communication & Follow-up: Customers sometimes report challenges with support communication, be proactive and persistent in follow-ups.
  
  
• Store vs Online Responsibility Bounce: Delays due to unclear internal responsibilities. Clearly ask staff to coordinate internally to avoid being caught in the middle.
  
  
• Refund Rejections (Customer-Caused Damage): Misuse or accidental damage isn't covered. Be honest about product conditions.
  
  
• Extended Warranty Confusion: Product Care (extended warranty) doesn't automatically mean easy refunds. Clarify coverage details.