Bought something from

David Jones

that broke too soon?

David Jones ensures every purchase is protected by Australian Consumer Law (ACL) and, where applicable, manufacturer or extended warranties. If an item is faulty, not as described, or fails prematurely, you’re entitled to a repair, replacement, or refund.

✅ Key coverage points:

• Australian Consumer Law protection: Every product must be safe, fit for purpose, and of acceptable quality.
  
  
• Manufacturer warranties: Most electronics and appliances include at least a 12-month warranty (some brands offer up to 5–10 years).
  
  
• Extended Warranties (+1 or +2 years): Available for select products, extending protection beyond the standard term.
  
  
• Product categories covered: Fashion, homeware, beauty, electronics, luggage, and appliances. All are eligible for warranty support.
  
  

💬 Example: A David Jones–exclusive coffee machine or fashion item that fails due to a manufacturing fault will be repaired, replaced, or refunded under warranty — even beyond 30 days.

Importantly, all warranties are in addition to your ACL rights. David Jones honours both store and manufacturer coverage to ensure your satisfaction.

David Jones makes warranty claims straightforward, whether you purchased in-store or online.

🛍 In-store claims:

1. Stop using the product and gather your proof of purchase (receipt, order confirmation, or bank statement).
   
   
2. Visit any David Jones store — you don’t need to return to the original location.
   
   
3. Speak to the department or service desk and explain the issue.
   
   
4. Provide details: Share when and how the problem occurred. Staff will inspect the product and may test it.
   
   
5. Resolution:
   
   
   • Major failure: Choose a refund or replacement.
     
     
   • Minor fault: A repair will be arranged within a reasonable timeframe.
     
     
   • Quick cases: Straightforward claims are often resolved on the spot.
     
     

💻 Online & postal claims:

1. Email contactus@davidjones.com.au or use the online contact form.
   
   
2. Include your order number, description of the issue, and photos if applicable.
   
   
3. David Jones may provide a reply-paid return label for faulty items.
   
   
4. Mail your item (with proof of purchase) to:
   David Jones Fulfilment Centre – Dock 8, Corner of Derby & Stubbs Streets, Silverwater NSW 2128.
   
   

📞 For assistance:

• Email: contactus@davidjones.com.au
  
  
• Live Chat: Available on davidjones.com
  
  
• Phone: +61 2 9266 5544 (ask for Customer Care).
  
  

💬 Tip: Always bring or attach receipts. Without proof, your claim may be delayed or limited to store credit.

While David Jones’ warranty and ACL protections are comprehensive, a few standard exclusions apply:

🚫 Misuse or accidental damage: Faults caused by mishandling, improper use, or accidents aren’t covered (e.g., dropping a phone or spilling liquid on a laptop).

🚫 Normal wear and tear: Gradual aging, fading, or minor scuffs aren’t considered defects unless they occur unusually early.

🚫 Change-of-mind or fit issues: Warranty doesn’t apply to non-faulty returns. Change-of-mind returns fall under the 30-day return policy, not warranty.

🚫 Personal items & hygiene products: Underwear, swimwear, earrings, and cosmetics can’t be returned unless faulty.

🚫 Manufacturer-specific conditions: Certain brands may handle service directly (e.g., Apple, Dyson, Samsung). David Jones will guide you to the correct process.

🚫 Proof of purchase required: Without a receipt or other proof, your claim may be rejected or limited.

🚫 Out-of-period claims: Once manufacturer or extended warranty periods have lapsed, only ACL rights apply. David Jones may still assist if the product lifespan was unreasonably short.

David Jones always honours ACL obligations, ensuring genuine faults are resolved fairly.

To ensure your claim is processed quickly, prepare the following:

📜 Proof of Purchase:

• Physical or electronic receipt.
  
  
• Online order confirmation or packing slip.
  
  
• Bank/credit card statement showing purchase date and amount.
  
  

🧾 Product details:

• Warranty card, user manual, or box showing model/serial number (especially for tech and appliances).
  
  

📸 Evidence of the fault:

• Photos or videos if the issue isn’t easily visible in person.
  
  

🪪 Photo ID:

• Required occasionally for high-value or no-receipt claims.
  
  

📦 Accessories and components:

• Return all parts, chargers, or attachments relevant to the fault.
  
  

📄 Return form (if applicable):

• Include any return authorisation or email correspondence when mailing items.
  
  

💬 Tip: Always back up receipts digitally. Scan or photograph them. It makes warranty claims effortless, especially for long-term coverage items like luggage or electronics.

David Jones strives to handle warranty claims efficiently while keeping you updated at every step.

⏱ Immediate resolution:

• For clear, minor faults, refunds or exchanges are often processed on the same day in-store.
  

🔍 Assessment period:

• If an item requires inspection or manufacturer review, allow 7–14 business days for assessment.
  

🔧 Repairs:

• Minor repairs are typically completed within 2–4 weeks, depending on supplier timelines.
  

💳 Refund processing:

• Once approved, refunds to cards take 3–7 business days to appear in your account.
  
  
• In-store cash refunds or exchanges are immediate.
  

🚚 Postal returns:

• Allow 1–2 weeks for shipping and claim processing after the item reaches the fulfilment centre.
  

💬 If delays occur: Contact Customer Care for an update or request escalation. Under ACL, if a repair isn’t done in a “reasonable time,” you can request a replacement or refund instead.