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Can you get a refund from Hisense? Check eligibility first
- Faulty or misrepresented products: Refunds or replacements provided under Australian Consumer Law for major faults (e.g., product not as described, defective, or unfit for purpose).
- Change of mind: Generally not eligible. Hisense does not offer refunds on opened/used products if you simply change your mind.
- Unopened products: May be returnable within ~7 days as a goodwill gesture if unused and in original packaging – subject to approval and retailer policies.
- Exclusions: Refunds denied if product shows misuse or is missing accessories/bonus items (value deducted if not returned).
- Retailer purchases: Refunds handled by the retailer (JB Hi-Fi, The Good Guys, etc.). For major faults, you may demand a refund from the retailer under ACL.
- Proof of purchase: Required (receipt, order number, or invoice).
How to get a refund from Hisense
- Contact support: Call 1800 447 367 or email service.au@hisense.com. Provide proof of purchase and product details (model/serial number).
- Provide evidence: Support may request troubleshooting, photos, or videos of the defect. Clearly state you are seeking a refund for a major fault.
- Get authorisation: Hisense issues a Return Authorisation and provides prepaid labels or courier pickup instructions.
- Return the product: Pack securely with all accessories, manuals, and promotional items. Use provided labels or hand over to courier.
- Inspection: Returned items are checked to verify the claim and completeness.
- Refund issued: Refund initiated to original payment method once inspection is cleared. Confirmation sent by email.
Hisense’s refund timeframe - how long it takes
- Approval & return: Refund eligibility confirmed before return.
- Inspection: Typically within 7–14 business days of Hisense receiving the product.
- Refund processing: Once approved, banks may take 3–7 business days to clear funds.
- Overall timeframe: Around 1.5–3 weeks from return shipping to funds received.
- Final note: Warranty claims may delay refunds if Hisense first attempts repair or replacement.
Hisense’s refund methods - how you'll get your money back
- Original payment method: Refunds credited back to same card, PayPal, or account used for purchase.
- No alternate accounts: Refunds cannot be redirected to different cards/accounts (banks usually reroute if card expired).
- Gift cards/credits: Refunded back to same medium if originally used.
- Currency: Refunds issued in AUD. No fees applied.
- Confirmation: Email confirmation provided once processed.
Common refund issues with Hisense
- Warranty vs refund confusion: Hisense often prioritises repair/replacement over refunds, requiring customers to assert ACL rights for major failures.
- Slow communication: Some customers report delayed responses or long hold times.
- Refund denial disputes: Claims rejected if Hisense asserts misuse rather than defect. Evidence helps support your case.
- Escalation needed: Some refunds resolved only after complaints to Consumer Affairs/Ombudsman.
- Process clarity: Customers sometimes unclear whether to return to retailer or manufacturer. Always confirm in writing.
Hisense cases submitted through Ajust
Customer experiences with Hisense refund cases
Positive: One customer reported Hisense arranged a same-day replacement TV after a major fault, praising the professionalism of support staff.
Difficult case: A washing machine customer waited over 8 weeks and only got a refund after escalating to Consumer Affairs.
Refund denied: Some customers reported Hisense blaming damage on user misuse, refusing refund/replacement.
How Hisense Refund Policy Compares to Competitors
- Samsung/LG: Also no change-of-mind refunds on opened items; offer 14-day unopened returns. Hisense’s 3-year warranty often longer than Samsung/LG’s 1 year.
- TCL/Haier: Similar low-cost brands, often criticised for refund resistance. Policies comparable to Hisense.
- Retailers (JB Hi-Fi, Appliances Online): Usually 14–30 day change-of-mind returns for unopened items. Costco more generous (refunds “anytime” for most items).
- Summary: Hisense = warranty-driven, refund only for major faults. Retailers offer more flexible change-of-mind policies than Hisense direct.
Official Hisense Refund Resources & Links
- Hisense Australia Terms of Use – Return/refund conditions for online sales.
- Hisense Contact Us – Support form and customer care details.
- Phone: 1800 447 367 (Mon–Fri, 8:30am–7:00pm AEST)
- Email: service.au@hisense.com
- ACCC – Consumer Guarantees – Your rights under Australian Consumer Law.
Hisense Refund FAQs
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