Returns Policy

We are BSH Home Appliances Pty Ltd (ACN 109 198 405) (ABN 22 109 198 405) of 1555 Centre Road, Clayton, Victoria, 3168 (BSH) and we operate the NEFF Home Appliances Online Shop located at https://www.neff.com.au/ .

Returns, Exchanges and Cancelations

BSH believes that you will be delighted with your Product, however, there may be times where you wish to return a Product.

BSH will try to keep the process simple and attend to requests as soon as is practically possible.

These Conditions do not affect your statutory rights, including any Non-Excludable Obligations under the Australian Consumer Law.

1. Requested Return

1.1 Subject to BSH’s prior written approval, which it may provide or withhold at its absolute discretion, a Customer may return a Product, for a reason not related to their Consumer Rights (or for no reason) within fourteen days of delivery of the Product provided that the following conditions are met:

(a) Customer contacts BSH before taking any steps to return the Product;

(b) Customer allows BSH to collect the Product during Business Hours at the Customer’s cost or, if agreed by BSH prior, the Customer arranges the return of the Product to BSH specified site as reasonably determined by BSH at the Customer’s cost;

(c) Product is returned with all original items including accessories, manuals and packaging, and undamaged as determined by BSH acting reasonably;

(d) Customer pays a restocking fee of:

A. Products still packed and unopened and in a sellable, unused condition

MDAs:

For metro locations $70 for the first Product plus $30 for each additional Product

For regional locations $130 for the first Product plus $30 for each additional Product

All other locations to be reasonably quoted by BSH prior

SDAs: $30 per Product

Parts and Accessories: 15% of the Price

B. Products that have been unpacked or opened but not installed and in a sellable, unused condition

MDAs: 15% of Price capped at $200 for the first Product plus $70 for each additional Product

SDAs: $30 per Product

Parts and Accessories: Unable to be returned

C. Products that have been installed but not used and in a sellable, unused condition

MDAs: 50% of Price capped at $300 for the first Product plus $120 for each additional Product

SDAs: Unable to be returned

Parts and Accessories: Unable to be returned

D. Products that have been installed and used, or if installation is not required, then used (BSH is unable to sell these)

MDAs: Unable to be returned

SDAs: Unable to be returned

Parts and Accessories: Unable to be returned

(e) Following BSH's assessment of the Product’s condition, BSH will refund to the Customer via the Customer’s original payment method the Price of the Product after deduction of the applicable restocking fee and any costs (including any collection costs) incurred by BSH.

(f) If after assessing the Product BSH determines that the Product is not resalable by BSH then the Customer will be afforded the opportunity to collect the Product as opposed to receiving no refund at all and BSH having to scrap the Product.

1.2 If a Customer wishes to return, replace, receive a refund for, or receive compensation for a Product (or seek any other remedy under the Australian Consumer Law) for a reason related to their Consumer Rights, the Customer is requested to contact BSH before taking any steps in relation to the Product.

2. Over Shipped

Except where the Customer has Consumer Rights under the Australian Consumer Law, a claim for over shipped Products must be made within 72 hours of receipt of the Products. The Products must be in the original packaging.

3. Damaged in Transit

We try to select and package Products as well as possible to ensure that they arrive in good condition. However, if a Product arrives damaged, you must contact us within 72 hours of delivery to make your claim.

4. Order Cancellation

4.1 Order cancellations for change of mind (or without reason) are subject to BSH’s prior approval. This approval is not to be unreasonably withheld. You must call Customer Service on 1300 369 744 and provide us with your order number, order date and full details of the order that you wish to be cancelled for BSH to consider the cancellation request.

4.2 Order cancellations prior to picking are subject to an administration fee for MDAs and SDAs of $20 to be deducted from the value of the Products being returned.

4.3 Order cancellations after picking but before delivery are subject to an administration and handling fee for MDAs and SDAs of $20 to be deducted from the value of the Products being returned.

5. Pricing Claims

Except where the Australian Consumer Law applies, please contact us within seven days of delivery and provide a copy of the BSH quote or details of the quoted price that states the price invoiced is incorrect.

6. No Limitation of Rights

6.1 Nothing contained in these Conditions excludes, restricts or modifies the application of any implied condition or warranty, the exercise of any right or remedy, or the imposition of any obligation, right or liability implied or conferred under the Australian Consumer Law, or any other statute, to the extent that doing so would contravene that statute or cause any part of these terms and conditions to be void (Consumer Rights).

6.2 Subject to clause 6.1, and to the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on BSH are expressly excluded from these Conditions.

6.3 To the extent that the Australian Consumer Law permits BSH to limit its liability, then BSH's liability will be limited to:

(a) in the case of services, the cost of supplying the services again or payment of the cost of having the services supplied again; or

(b) in the case of goods, replacing the goods, supplying equivalent goods or having the goods repaired, or payment of the cost of replacing the goods, supplying equivalent goods or having the goods repaired,

where it is fair and reasonable to do so.

7. To Contact Us

7.1 Please contact BSH Customer Service on 1300 369 744 if you wish to return a Product. Please ensure that you quote your order number.

7.2 If we approve the return of the Product:

(a) we will issue you a returns form; and

(b) you must return the Product, with the invoice (or packing slip number) and the properly completed returns form to us so that the Product can be identified and your requested return may be processed.

Effective: 5 April 2023