Warranty & Returns

Australia Warranty & Returns Information

It is important that you are familiar with our policies on warranty and returns issues. Please read carefully and if you have any pre-purchase questions feel free to contact us. If you are an existing client who has purchased from us, you will also find information below on how to access warranty and return information.

Consumer Guarantees and Manufacturer Warranties

In addition to your Consumer Guarantees under the Australian Consumer Law, all our products come with manufacturer warranties. Consumer Guarantees include (but are not limited to) that the item is of acceptable quality, free from defects, fit for the purpose it was designed for, and that it matches the description provided. Consumer Guarantees last for a period that varies from product to product, but that is considered reasonable taking into account factors such the quality and cost of the item.

The manufacturer warranty terms for each product are detailed on the product page for you to view before purchasing, and detailed warranty information is available on the manufacturer’s website. Once the item(s) have been purchased, warranty information including the warranty phone number, type of warranty (e.g. replacement / in-home) warranty term is also available on your sales receipt.

Most fans, in particular those that need to be hardwired, require (by law) a licenced electrician for installation. If you now, or in the future, need to use the warranty of the fan, it is very important that you keep a copy of the relevant Electrical Certificate of Safety and/or Compliance in your State to qualify for the warranty.

If you believe your product is faulty, you have the option of contacting us to have the issue resolved through your Consumer Guarantees, or the manufacturer to have it resolved under your express manufacturer warranty. You may prefer to use the manufacturer warranty service as; 1. They have more expertise with their products; 2. They have replacement parts and products which they can send out immediately once the claim is confirmed; 3. For ceiling fans, most have ‘in-home’ warranties. This means that once the fan is installed, if any faults are discovered, the manufacturer will replace the faulty part and will organise and cover the cost of the electrician to repair it. Therefore, please contact the manufacturer or us right away – DO NOT REMOVE the product or tamper with it in any way.

If the electrician has any trouble during the installation and it is during business hours please ask them to call the warranty line immediately as they will have technical staff that can assist.

Missing/Damaged/Incorrect Items

Here at Fansonline we take pride in our service and we endeavour to send out every order correct and complete, as well as quickly. However, sometimes mistakes do happen.

As soon as you take delivery of your order, immediately check the items against your order. The packaging will often give you details on the product, size, inclusions and colour. Please assess these carefully before you open any boxes / packaging. If you are unsure about anything please contact us so we can assist you. If there is something missing or damaged in transit, we require notification within 7 days from the date of delivery. If you have received an incorrect item, we require notification within 28 days from the date of delivery. Note – If an incorrect item is not in a resalable condition (ie, unpacked, assembled/and or installed), we consider that the customer has accepted the item.

Change of Mind Returns

If you have changed your mind about the purchase you have made (for any reason not covered by the Consumer Guarantees), we accept returns in limited circumstances for a refund, credit or exchange. Please click on the link below for the conditions that apply to change of mind returns.

I have a faulty item…

You have the option of contacting us or the manufacturer directly. To contact the manufacturer, please check your invoice/sales receipt for the warranty details and contact information specific to the product(s) you purchased.

If you lodge your warranty claim with the manufacturer, you will need to provide their warranty department with a proof of purchase and the relevant Electrical Certificate of Safety and/or Compliance if applicable.

If you cannot find your receipt, you can fill in the following form for a copy to be sent to you.

Invoice Request Form (Click to open)

I received incorrect/damaged item(s) / I am missing item(s)/parts

Please click here for more information and to lodge your issue.

I would like to return an item because of a change of mind…

Please click here for more information and to request a change of mind return.