Not sure if you can return your Hisense purchase?
Can you return an item to Hisense? Check eligibility first
- Change of mind: Online store purchases can be returned within 15 days of delivery if unused, in resalable condition, with original packaging, accessories, and bonus items. Missing promotional items may have their value deducted.
- Faulty or damaged products: Covered by Australian Consumer Law (ACL). You’re entitled to a repair, replacement, or refund for major faults at any time within a reasonable period.
- Exclusions: Items showing misuse, damage not caused by delivery, or outside the 15-day change-of-mind window (unless faulty) are ineligible.
- Proof of purchase: Receipt or order number required. Products bought through retailers (e.g. JB Hi-Fi, Harvey Norman) must be returned via those stores.
How to return an item to Hisense
- Contact Hisense Customer Care: Call 1800 447 367 or use the online form/email. Provide your order details and reason for return.
- Get instructions: Support will confirm eligibility and issue a Return Merchandise Authorisation (RMA) or organise a technician/courier for faulty items.
- Pack securely: Use the original box and include all parts, manuals, and accessories. Pack carefully to prevent transit damage.
- Ship or hand over:
– For change-of-mind, send via courier/post (at your cost unless Hisense provides a prepaid label).
– For faults, Hisense may arrange pickup or technician visit at no charge. - Refund/exchange: Once inspected, Hisense will process your refund to the original payment method or send a replacement.
Hisense return timeframes and item conditions
- Change of mind: Must initiate within 15 days of delivery.
- Warranty defects: Covered for the product’s warranty period (typically 3–5 years depending on model).
- Condition requirements: Items must be “as new,” undamaged, with all packaging and accessories. Missing items (e.g. bonus gifts) may reduce refund value.
- Consumer Law: Even beyond warranty, ACL entitles you to a remedy if a product fails to meet acceptable quality.
- No restocking fees: Generally, full purchase price refunded if conditions are met.
Who pays for Hisense return shipping?
- Change of mind: Customers usually pay return shipping unless Hisense provides a prepaid label. Always confirm with Hisense support before sending.
- Faulty/DOA products: Hisense covers costs. Large appliances may qualify for free in-home service or courier pickup.
- Delivery charges: Original delivery fees are typically non-refundable for change-of-mind returns, but should be refunded if the product was faulty or incorrectly supplied.
- Packaging: Customers must pack items safely; transit damage due to poor packing may affect eligibility.
Hisense refunds after a return - how and when you’ll get your money back
- Refund method: Returned to the original payment method (credit card, PayPal, etc.).
- Processing time: Allow 2–3 weeks from sending the product back. Warehouse inspection may take up to 14 business days, banks can take an additional 3–7 days to clear funds.
- Notification: Email confirmation sent once refund is processed.
- Partial refunds: If items are missing (e.g. accessories, bonus gifts), their value may be deducted from the refund.
- Warranty refunds: If repairs/replacements aren’t possible, Hisense will issue a full refund under ACL.
Hisense cases submitted through Ajust
My Hisense TV stopped working just two weeks after purchase, and getting help was a nightmare. I followed every step they sent, even paid a technician $150, only to learn the part needed isn’t made anymore. After all that effort, I just want a proper resolution or replacement. - Cheryl
I’ve been without a working fridge for over a month now. Hisense said they’d replace it, but the retailer keeps saying there’s no ETA. I’ve already paid in full and still have no fridge in my kitchen. I just want what I paid for without all this chasing. - Jennifer
The side door holders on my Hisense fridge started cracking not long after purchase. I expected better quality and support for something this expensive. Trying to get a return or replacement shouldn’t be this hard. - Ash
Customer experiences with Hisense returns
Smooth process: A customer reported lodging a TV warranty claim and receiving a replacement quickly with “excellent customer service.”
Retailer challenges: Another buyer tried returning a faulty TV to The Good Guys but was pushed into repair only. Multiple failures later, they escalated under ACL for a refund.
Consumer law escalation: One customer cited ACL rights and threatened tribunal action after repeated repair failures. Hisense then offered a refund.
Official Hisense Returns Resources & Links
- Hisense Contact & Support – Start a return or warranty claim.
- Hisense Online Store Returns Policy
- Hisense Warranty Information
- ACCC Repair, Replace, Refund Guide
Hisense Return FAQs
Can I return a Hisense product if I’ve changed my mind?
Yes, Hisense allows change-of-mind returns within 15 days of delivery if the product is unused, undamaged, and in its original packaging. Include all accessories and bonus items to receive a full refund. If promotional items are missing, their value may be deducted. Always contact Hisense Customer Care first to confirm eligibility and receive return instructions before sending your item back.
What should I do if my Hisense product is faulty or damaged?
If your Hisense product is faulty, you’re protected under Australian Consumer Law (ACL). You can request a repair, replacement, or refund at any time within a reasonable period. Contact Hisense Customer Care to report the issue—they may arrange a technician visit or organise pickup at no cost to you. Keep your proof of purchase handy to speed up the process.
Who covers the shipping costs for Hisense returns?
For change-of-mind returns, customers usually cover shipping costs unless Hisense provides a prepaid label. For faulty or dead-on-arrival items, Hisense pays for return shipping or arranges free collection. Always confirm shipping instructions with Hisense support before sending items back to ensure eligibility and avoid unexpected costs.
How long does it take to get a refund from Hisense?
Refunds are processed back to your original payment method, typically within 2–3 weeks after the product is returned. Inspections at the warehouse may take up to 14 business days, and banks can add 3–7 days for clearance. You’ll receive an email confirmation once the refund is complete. Partial refunds may apply if accessories or bonus items are missing.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.