FAQ
Popular Questions & Answers
SHOPPING
Are all of your products classified as brand new?
We have both brand new products straight from the manufacturer, as well as a large range of clearance items that may be ex-display or refurbished, which may contain scratches, dents, or marks, but which are still in perfect working condition. We describe the condition of each appliance on every product page. Simply look for the different variation tags when on the product page of the product you’re looking to buy.
Do all of your products come with warranty?
Yes, all of our products come with a manufacturer’s warranty, which varies from product to product and brand to brand. Simply look for the warranty information located in the specifications table on each product page.
I’d like to know a little more information about a product on your website. What should I do?
We want our customers to make an informed purchase decision. If you require clarification around any product available on our website, please contact us prior to purchase, and our staff will gladly assist. We can be reached 24 hours a day, seven days a week via phone on 1300 002 500, or our Online Enquiry Form.
Does the product come with all attachments and accessories?
When purchasing New Condition or Cosmetic Imperfection products, there are times where not all original accessories are available. However, we’ll provide you with full details on the product page.
Is anything else included with my purchase other than what is depicted in the photographs on the website?
In short, no. Please review all product photographs carefully. Items are sold as depicted in the photographs on our website, with no additional components or accessories. Should you have any queries, please contact our staff for further assistance.
Are all of your products listed online?
What we have on our website is what we have available to sell. Of course, we get new products all the time but we don’t really know what we’re getting until we get it. Be sure to check back regularly to find that incredible deal you’ve been looking for.
Do you have any physical stores or showrooms?
Unfortunately no, we don’t have any showrooms or stores where you can see the product before you buy. However, you can find all the information you need on our website at any time. We strive to bring you as many images and product details as possible, and we’re always honest about the condition of every product. If you would like to talk to someone about a product you’re looking to purchase, we can be reached 24 hours a day, seven days a week via phone on 1300 002 500.
Do you offer ‘layby’ or payment terms?
We certainly do! Once you have selected your products and added them to cart, just choose the Zip option at checkout. By choosing Zip you’ll get the product delivered to you with nothing to pay upfront, and a 6 or 12-month (12 months requires spend of $1,000 or more) interest-free period to pay it off.
DELIVERY
Can you deliver to my area?
This depends on a couple of things—if we have any stock available in your local area, and if we can actually deliver to your postcode. To check what stock is available, simply enter your postcode when prompted, then view the product page of the product you’re interested in to confirm if free delivery is available.
How much is delivery?
Our professional delivery service, which includes the taking away of your old disconnected appliance (if you need it), is completely FREE to most Australian metro areas and selected regional areas. Yes, you heard it right, along with our amazing deals and market-leading prices we also don’t charge a cent for delivery.
How long will delivery take?
It depends on what product you purchase and where you’re located. When you add a product to your cart and check out, you’ll be able to select your preferred delivery date, which we’ll confirm for you once we process your order. If we cannot meet your ideal delivery date, we’ll be in touch to let you know what other dates are possible.
Can I come pick the product up?
We’re sorry but no product pickup is allowed. Let us do the hard work for you instead with our free and very professional delivery service.
Can I schedule a specific delivery time?
Unfortunately, we are unable to schedule deliveries at specific times of the day. Our delivery service typically operates between 9am and 5pm, however, sometimes it’s as early as 6:30am or as late as 7pm. We’ll contact you on the day of delivery before 10am to let you know your 2-hour delivery window, and again around 30 minutes before we arrive. If you’re one of the first deliveries of the day, we’ll let you know as soon as we’ve finished organising the delivery run.
Can I onforward to a courier company?
There is nothing stopping you from purchasing a product and entering the address of a courier or freight company in order to purchase something that is available in another state. However, if you intend on doing this, please be aware we will not be responsible for any missing parts or damage that occurs during transit. It’s for this very reason that we don’t ship interstate - out-of-box products are very easily damaged during transit.
Can I select a delivery date more than 30 days from checkout?
Put simply, no. When you add a product to your cart and head to checkout, you’ll be able to select your preferred delivery date up to a maximum of 30 days from the date of checkout.
Can you take my old appliance away?
Yes, we sure can! We’ll happily take away your old disconnected appliance (it must be disconnected from any power, gas, or water supply), just let the delivery drivers know when they arrive that you would like one taken away (excludes mattresses).
What happens if I am not home on the day of delivery?
We understand you may be unable to make it home on the day of delivery. In this case, just let us know as soon as possible so that we can update the driver and organise the delivery on another day of your choice (we’re unable to leave the product at your home unattended).
Do you offer professional installation?
We offer free connection for refrigerators, washing machines (excluding washing machine pedestals), and microwaves, as well as paid installation for harder-to-install products such as dishwashers and cooking appliances. To add installation to your purchase, please give our team a call on 1300 002 500.
RETURNS
I have a problem with a product I purchased from you. What do I do?
If you have purchased a product from us that is still within the manufacturer’s warranty period, the quickest way to get your product fixed is to fill out our Customer Service Request Form. Once we receive your request we’ll work with the manufacturer to arrange for someone to look at the product for you.
What’s your change of mind policy?
Unfortunately, because we are a clearance outlet selling clearance stock we don’t accept returns for change of mind or customer purchase error (including, but not limited to, making a wrong selection, incorrect customer measurements, unsuitable colour choice). If, for any reason, the product is not working or has issues, we will work with you and the manufacturer to arrange a service call, assuming the product is still under its standard manufacturer’s warranty. As mentioned above, all of our products, even though they are clearance, still do all come with full manufacturer’s warranty.
My product has sustained damage in transit. Do I need to report this?
Yes. Any damage sustained to your product (outside of that described on our website), must be reported to Home Clearance within 7 days of receipt of delivery on 1300 002 500, or via our website Online Enquiry Form.
My product has missing parts. Are you able to help?
All products with missing parts (outside of those listed on the product at the time of purchase), must be reported to Home Clearance within 7 days of receipt of delivery on 1300 002 500, or via our website Online Enquiry Form.
My return has been approved. What are my options?
Our customer support consultants will be in contact to discuss further steps and the pickup of your product. For any approved claims, you are entitled to a resolution in accordance with the Australian Consumer Law, in which case you may be offered a replacement, repair or refund of your product, depending on whether the product failure amounts to a major failure or minor failure. As we are a clearance outlet with limited stock, please be aware in cases where a suitable like-for-like replacement product is not reasonably available to us, a refund will be offered instead (subject to any applicable law).
My return request has been approved. How long do I have before my product will be picked up?
All collections must take place within 5 working days of the return request date. Failure to do so will result in a cancellation of your return request.
Where will my product return be collected from?
We will only collect your product from the same address to which it was originally delivered. We cannot collect from any other location.