What's covered under

Retravision

's warranty?

When you buy from Retravision — one of Australia's longest-running electrical and home appliance retailers — your product is protected by three layers of cover. Two apply automatically; the third is optional.

• Australian Consumer Law (ACL) consumer guarantees: Every product Retravision sells comes with guarantees that cannot be excluded. A major failure entitles you to a replacement or refund, plus compensation for reasonably foreseeable loss. A minor failure entitles you to a repair or replacement within a reasonable time.
• Manufacturer's warranty: Each brand (Beko, Fisher & Paykel, LG, Samsung and others) adds its own cover on top of your ACL rights — typically 12 months to 2 years. Some go further; certain Beko dishwashers carry a 5-year parts and labour warranty with up to a 10-year warranty on the main motor.
• Retravision Back Up Plan (optional extended warranty): A paid plan that extends protection after the manufacturer's warranty ends, across a wide range of electronics and appliances.

What the Back Up Plan covers

• Mechanical or electrical failure of your product.
• Firmware upgrades and malfunctions caused by a virus.
• Broken crisper/dairy doors, shelving and handles on applicable appliances.

Back Up Plan terms

• A common option is the "2+2RPL" plan, which begins after the standard 2-year manufacturer warranty and adds 2 more years of cover, with replacement provisions.
• Worth knowing: Retravision openly advises customers not to pay for an extended warranty on certain brands like Fisher & Paykel where strong manufacturer cover already applies.

Coverage details apply across Australia. For change-of-mind and faulty returns more broadly, see Retravision's returns policy.

Retravision keeps claims simple, with a dedicated online portal for Back Up Plan extended warranty claims. Start by working out which layer of cover applies — manufacturer warranty or ACL rights inside the first 12–24 months, or your Back Up Plan after that.

Back Up Plan claim (self-service portal)

1. Gather your proof of purchase and product/model details.

2. Lodge online via the Back Up Plan Self-Service Portal. If your details are recognised, you complete the claim in a few steps.

3. You receive an on-screen confirmation plus an email notification.

Can't be matched, or prefer to talk to someone

• Call the Back Up Plan Customer Care team on 1800 062 782 (Mon–Fri, 8am–6pm AEST).

ACL or manufacturer claim — online purchase

• Contact Retravision Online or your local store with proof of purchase.
• Retravision covers the cost of return to its nearest warehouse for faulty, damaged or authorised warranty returns.

ACL or manufacturer claim — in-store purchase

• Take the product and your receipt back to the store you bought from. Many warranty issues are resolved on the spot.

A Retravision team member assesses the product to confirm the fault, then repairs, replaces or refunds as appropriate. If an extended-warranty claim is knocked back unfairly, you can still escalate a formal complaint and rely on your ACL rights.

Like all warranties, Retravision's extended cover and standard return policy have limits. The following are commonly not covered:

• No-fault returns: If a returned product is assessed and found to have no fault, it cannot be accepted as a faulty return.
• Misuse and accidental damage: Damage from misuse, abuse, intentional damage or wilful acts is excluded.
• Normal wear and tear: Gradual deterioration from everyday use is not a warranty fault.
• Change of mind on opened goods: Accepted within 30 days, but unboxed/opened goods attract a 15% restocking fee and must be unused and not connected. (This is a returns condition, not a fault claim.)
• Unauthorised repairs or modifications: Work by unauthorised third parties typically voids manufacturer and extended cover.
• Consumables and accessories: Batteries, filters and bulbs generally fall outside extended-warranty cover.
• Cosmetic damage that doesn't affect function is generally not covered by extended plans.

Important: None of these exclusions can remove your non-excludable rights under the Australian Consumer Law. Even if an extended plan declines a claim, you may still be entitled to a repair, replacement or refund for a genuine product failure.

Have these ready before you lodge — it makes the claim quicker and more likely to succeed:

• Proof of purchase: Your original receipt or tax invoice. Required for all returns and warranty claims.
• Product and model details: The exact model and serial number, which helps match your purchase and your Back Up Plan record.
• Back Up Plan reference: Your plan or policy reference if claiming under the extended warranty. The portal tries to match you automatically from your purchase details.
• Description of the fault: A clear explanation of what's wrong and when it started.
• Photo or video evidence: Images of the fault or damage speed up assessment, especially for online claims and freight-damaged items.