What's covered under

Spotlight

's warranty?

Spotlight provides warranty protection on the products it sells in line with Australian Consumer Law (ACL) and any manufacturer warranties that apply to specific brands or appliances.

Standard Warranty Coverage (Minimum 12 Months)

For most Spotlight products, you receive at least a 12-month warranty covering:

• Manufacturing defects
  
  
• Faulty materials
  
  
• Faulty workmanship
  

If the item fails due to a defect, not misuse, Spotlight will offer a repari, replacement, or a refund, depending on whether the issue is classified as a minor fault or major failure.

Applies Across All Categories

Warranty applies to:

• Homewares, manchester, bedding
  
  
• Craft tools, cutting tools, electrical craft machines
  
  
• Small appliances (e.g., sewing machines)
  
  
• Furnishings, blinds and custom-made products
  

Manufacturer Warranties

Some branded products come with extended warranties (e.g., 2-year, 5-year, 25-year warranties).

Spotlight will help you access these manufacturer guarantees and coordinate repairs or replacements when needed.

Australian Consumer Law Always Applies

Even after Spotlight’s 12-month window, ACL may still entitle you to a remedy if a product should reasonably have lasted longer.

In short, Spotlight warranties protect you from defects, and if your product isn’t up to scratch, Spotlight commits to making it right.

Spotlight’s warranty claim process is simple and you can lodge a claim either in-store or online.

1. Contact Spotlight Customer Care

Choose one of the following:

📍 Visit any Spotlight store
OR
📞 Call: 1300 305 405
📧 Email: service@spotlight.com.au
📝 Submit online: https://help.spotlightstores.com/hc/en-au/requests/new

Tell them you're making a warranty claim, what product is faulty, and when/where you purchased it.

2. Provide Proof of Purchase

Spotlight accepts:

• Store receipts
  
  
• Online invoices
  
  
• Order confirmation emails
  
  
• Bank statements (if the receipt is lost)
  

3. Describe the Fault Clearly

Explain in detail:

• What the problem is
  
  
• When it started
  
  
• Whether it prevents normal use
  

If online, attach:

• Photos of the damage/defect
  
  
• Short videos (for mechanical/electrical issues)
  

This speeds up assessment significantly.

4. Follow Spotlight’s Assessment Instructions

Depending on the product, Spotlight may ask you to:

• Bring the item in-store for inspection
  
  
• Return the item for assessment
  
  
• Ship the product to an approved repair agent
  
  
• Wait for courier pickup for bulky items
  

Spotlight will tell you exactly what to do next.

5. Receive Your Remedy

After assessing the product, Spotlight will offer:

• Replacement or refund (for major failures)
  
  
• Repair or exchange (for minor faults)
  

If you incurred return shipping costs for a faulty item, Spotlight may reimburse reasonable expenses. Keep your receipts.

Spotlight’s warranty protects you from genuine defects, but certain circumstances fall outside coverage.

1. Misuse or Neglect

Warranty won’t apply if faults are caused by:

• Incorrect use
  
  
• Ignoring instructions
  
  
• Accidental damage
  
  
• Commercial use of household-grade items
  

2. Normal Wear & Tear

Examples that are NOT covered:

• Fading fabric
  
  
• Worn non-stick surfaces
  
  
• Depleted consumables (bulbs, craft supplies, etc.)
  
  
• Batteries losing charge over time
  
  

3. Environmental Damage

Warranty generally excludes:

• Mould or mildew
  
  
• Excessive humidity/water damage
  
  
• Sun exposure fading
  
  
• Damage from poor ventilation
  

4. Incorrect Cleaning or Care

Damage caused by harsh chemicals, incorrect washing/care, or unapproved repairs is excluded from warranty coverage.

5. No Proof of Purchase

Spotlight cannot process claims without evidence that the product was purchased from Spotlight.

6. Outside “Reasonable” Time Period

Spotlight typically assists within 12 months. ACL may extend this timeframe, but Spotlight sometimes initially declines claims made significantly after purchase.

Customers have had to escalate claims when Spotlight incorrectly refused clearly faulty items outside store policy windows.

Before lodging your warranty claim, prepare the following:

1. Proof of Purchase

Accepted documents:

• Store receipt
  
  
• Online tax invoice
  
  
• Order confirmation email
  
  
• Bank statement showing the Spotlight transaction
  

2. Product Details

Have ready:

• Product name
  
  
• Model number / SKU (if known)
  
  
• Warranty card or booklet (if included)
  
  

3. Evidence of the Fault

Provide:

• Clear photos
  
  
• Video (if relevant)
  
  
• Description of how the fault affects use
  
  

Spotlight’s NZ help centre recommends attaching photos for faster processing, same applies in Australia.

4. ID Verification (Sometimes Required)

Staff may request ID for:

• Large refunds
  
  
• Cash purchases
  
  
• Fraud prevention
  

5. Any Previous Correspondence

If you’ve contacted the manufacturer already, keep:

• Email trails
  
  
• Repair quotes
  
  
• Prior assessments
  

These can support your claim.

Spotlight’s warranty timeline varies based on product type and fault complexity.

1. Initial Response

• Online submissions: 24–48 hours on weekdays
  
  
• In-store: immediate acknowledgment
  

2. Assessment

Simple, obvious faults (e.g., broken rod, appliance not turning on)
→ Often resolved immediately in-store → Refund or replacement on the spot

Complex faults (e.g., sewing machines, appliances, custom products)
→ Item may be sent to manufacturer or repair agent
→ Assessment usually 1–2 weeks

3. Repair or Replacement

• Repairs: typically 1–2 additional weeks
  
  
• Replacement (in stock): usually immediate
  
  
• Refunds: 2–5 business days to appear after processing
  

4. Full Resolution Expectations

Most customers see resolutions within:

• 2–4 weeks for general warranty claims
  
  
• A few days for simple in-store swaps