MASTERS Extended Warranty Terms and Conditions

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1 Extended Warranty Terms and Conditions MASTERS Extended Warranty Terms and Conditions Congratulations on your new purchase. We are pleased that you have elected to protect your purchase with a MASTERS Extended Warranty, which operates alongside, and in addition to, your rights under the Australian Consumer Law. The Basics 1. For which products can You purchase a MASTERS Extended Warranty? The MASTERS Extended Warranty is available with purchases of any Electrical Product sold in a MASTERS store. A separate MASTERS Extended Warranty must be purchased for every item You wish to be covered under the MASTERS Extended Warranty. At the point of registration you must identify the item on Your Receipt that You wish to be covered under Your MASTERS Extended Warranty. If you purchase a MASTERS Extended Warranty for a bundled product package made up of up to 3 individual products, the benefits of the MASTERS Extended Warranty will apply separately to each of those individual products within that bundled package. For the purposes of the MASTERS Extended Warranty, the Purchase Price of each individual product within a bundled package will be the MASTERS standard sell price applicable to each respective individual product The following items cannot be covered by a MASTERS Extended Warranty: any non Electrical Product; any item not purchased from a MASTERS store in Australia; and any item that has been repaired outside Australia. You must purchase the MASTERS Extended Warranty applicable to the price range that corresponds with the Purchase Price of Your Covered Item. If the Purchase Price of Your Covered Item does not correspond to the applicable price range of Your MASTERS Extended Warranty, before we process a claim You will be required to pay to Us or We will pay to You (whichever is applicable) the difference between the cost of Your MASTERS Extended Warranty and the cost of the MASTERS Extended Warranty applicable to the price range that corresponds with the Purchase Price of Your Covered item. 2. When does Your MASTERS Extended Warranty commence and for how long does it apply? For Covered Items with a Manufacturer's Warranty of more than 12 months, the MASTERS Extended Warranty applies for up to 2 years commencing at the conclusion of the Manufacturer's Warranty, to a maximum combined total of 7 years on Air Conditioners and 5 years on all other items. For Electrical Products with no Manufacturer's Warranty or a Manufacturer's Warranty of less than 12 months, the MASTERS Extended Warranty applies for up to 2 years commencing on the date that is 1 year after the date of purchase as shown on Your Receipt. Page 1 of 9

2 Your MASTERS Extended Warranty ceases when the first of the following events occurs: We repair the Covered Item as a result of a claim where the cost of the repair, and any previous repairs, equals or exceeds the Purchase Price; We replace the Covered Item as a result of a claim; We provide You with a Gift Card as a result of a claim; in the case of Electrical Products with no Manufacturer's Warranty or a Manufacturer's Warranty of less than 12 months, the date that is 3 years after the date of purchase as shown on Your Receipt; or in the case of Covered Items with a Manufacturer's Warranty of more than 12 months, the earlier of: the date that is 2 years after the expiration of the Manufacturer s Warranty; or the date that is 7 years (for Air Conditioners) or 5 years (for all other Covered Items) from the date You purchased the relevant Covered Item. It is important for You to check the term of the Manufacturer s Warranty. If the Manufacturer's Warranty period for a Covered Item is greater than 5 years (in the case of Air Conditioners) or greater than 3 years (for all other Covered Items), the maximum period of the MASTERS Extended Warranty will be less than 2 years. If Your Covered Item is replaced under the terms of MASTERS's Returns Policy or pursuant to your rights under the Australian Consumer Law, Your MASTERS Extended Warranty will expire immediately and you will be given a full refund of the Purchase Price of Your MASTERS Extended Warranty. You will, of course, be able to purchase a new MASTERS Extended Warranty to cover your replacement product. If you consider that your product suffers a defect before the commencement of Your MASTERS Extended Warranty, you cannot make a claim under the MASTERS Extended Warranty. You may be able to make a claim under the MASTERS Returns Policy, the Manufacturer's Warranty or the Australian Consumer Law or other applicable law. 3. Cooling off period If You decide for any reason within 14 days of purchase that You do not want a MASTERS Extended Warranty, You may return to the store from which You purchased the Covered Item and cancel Your MASTERS Extended Warranty in exchange for a full refund. 4. Other details To purchase a Masters Extended Warranty, simply add it onto Your purchases in-store or online. While it is not mandatory, You may choose to register Your MASTERS Extended Warranty straight away to ensure that You will still be covered even if You lose Your Receipt or this booklet. To register, you must go online to or call our hotline on and provide the details of Your purchase. All the details you need can be found on Your Receipt. The MASTERS Extended Warranty operates alongside, and in addition to, any rights and remedies to which You may be entitled under the Australian Consumer Law and any other law that applies to the Covered Item. This MASTERS Extended Warranty does not constitute or create a contract of insurance between Us, You and/or the Administrator and these terms and conditions should not be construed as a contract of insurance. MASTERS Extended Warranty is issued by: MASTERS Home Improvement A Division of Woolworths Limited 1 Woolworths Way Bella Vista NSW 2153 Tel: Page 2 of 9

3 Your rights under the Australian Consumer Law and Your Manufacturers Warranty At MASTERS, Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Your rights under the Australian Consumer Law commence from the date of purchase and may run for the life of the product that You have purchased. Details about MASTERS's obligation to offer You a refund, repair or replacement (including under the Australian Consumer Law) are set out in MASTERS's Returns Policy. In addition to the rights and remedies You may have available under the Australian Consumer Law or any other law that applies to the goods or services that You purchase from MASTERS, You are also entitled to benefits under the terms of any Manufacturer's Warranty that comes with Your product. The terms of any Manufacturer's Warranty that comes with Your product do not in any way affect Your rights under the Australian Consumer Law or MASTERS's Returns Policy. In addition to the rights and remedies to which You may be entitled under the Australian Consumer Law, by purchasing the MASTERS Extended Warranty You will also be entitled to the benefits set out in these Terms and Conditions during the period for which Your MASTERS Extended Warranty applies (see above for details of coverage period). Subject to the exclusions and limitations set out in these Terms and Conditions, the MASTERS Extended Warranty gives You a guaranteed minimum remedy where Your Covered Item suffers a Breakdown, irrespective of whether Your Covered Item breaks down due to fair wear and tear or due to some other reason covered by the MASTERS Extended Warranty. Where Your Covered Item breaks down as a result of a failure to comply with a consumer guarantee under the Australian Consumer Law, You may be entitled to an alternative remedy to those set out in these Terms and Conditions. To claim this remedy, You should contact MASTERS - see MASTERS Returns Policy for details. Additional benefits offered by the MASTERS Extended Warranty In addition to the rights and remedies to which You may be entitled under the Australian Consumer Law, during the period for which Your MASTERS Extended Warranty applies, You will also be entitled to the following benefits, subject to the Exclusions and Dollar Limits set out in the next section. 1. Peace of mind Subject to the Exclusions and Dollar Limits, the MASTERS Extended Warranty provides You with peace of mind for any Breakdown of Your product, whether a result of mechanical issues or fair wear and tear that affects the functionality or operation of Your product. This means that, under the MASTERS Extended Warranty, if a Covered Item suffers a Breakdown at any time during the Extended Warranty period, the Covered Product will be repaired or replaced or a gift card will be provided, even in circumstances where the need to repair the Covered Item arises due to fair wear and tear and the Breakdown does not amount to a major or minor failure to comply with one of the consumer guarantees under the Australian Consumer Law. Page 3 of 9

4 You also have the assurance that We will provide You with the remedy to which you are entitled under the MASTERS Extended Warranty within 5 business days of receiving Your product for repair or assessing Your product onsite (excluding freight transit times). 2. Replacement for products under $300 Subject to the Exclusions and Dollar Limits, if You choose to make a claim under the MASTERS Extended Warranty and the Purchase Price of the Covered Item is less than $300 and the Covered Item suffers a Breakdown that is covered by the MASTERS Extended Warranty, then We will replace the Covered Item. If the Covered Item is not available, We will provide You with a Gift Card equal in value to the original Purchase Price. 3. Various benefits for products $300 or more Subject to the Exclusions and Dollar Limits, if You choose to make a claim under the MASTERS Extended Warranty and the Purchase Price of the Covered Item is more than $300 and the Covered Item suffers a Breakdown that is covered by the MASTERS Extended Warranty, then We will, at Our discretion: Repair the Covered Item; Replace the Covered Item; or Provide You with a Gift Card Repair: We will usually attempt to repair the Covered Item in the first instance, in which case We will arrange a service call or direct You to a service centre. However, We will not always elect to repair the Covered Item (for example, if We determine that repairs are unlikely to be effective or economical). In those cases, We will either replace the item or provide You with a Gift Card. If the item is installed permanently or is heavy (eg a TV with a screen size larger than 70cm), We will repair it at Your home (subject to call out service charges that may apply to customers more than 75 kilometres from the nearest MASTERS store - see below). If We can t repair it onsite, We ll take it away to be fixed as quickly as possible (and, in any case, within 5 business days (excluding freight timing). Repair Notice: You should be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. If the Covered Item is capable of retaining user-generated data, You should also be aware that repair of the Covered Item may result in loss of the data. Replace: If We elect to replace the Covered Item, We will replace the Covered Item with an identical item or an item with equivalent specifications to the Covered Item. Gift Card: If We elect not to repair or replace the Covered Item, We will provide You with a Gift Card that has a value equal to the lesser of: a) The Purchase Price; or b) The recommended retail price of an identical item or an item with equivalent specifications to the Covered Item; c) $20,000, less the cost of any repairs We have already undertaken on the Covered Item. Page 4 of 9

5 4. No lemon guarantee for products with a Purchase Price of $300 or more: Subject to the Exclusions, We will repair a Covered Item as many times as required until the cost of the repair and any previous repairs meets the Dollar Limits (that is, equals or exceeds the Purchase Price or $20,000, whichever is less). Subject to the Dollar Limits and Exclusions, If the Covered Item has been repaired three times and it suffers a Breakdown for a fourth time, We will: Replace the Covered Item with an equivalent item; or Provide You with a Gift Card equal in value to the original Purchase Price 5. Food spoilage cover for refrigerated white good products: If Your Covered Item is a refrigerated white good product and it suffers a Breakdown during the period of the MASTERS Extended Warranty, We will on receipt of supporting documentation: provide a cheque of up to $300 for any spoilage of food caused by the Breakdown of the Covered Item; or give You a Gift Card of equivalent value to the Food Spoilage claim (up to a maximum of $300) 6. Laundry Cover for washer/dryer products: Product Care provides up to $100 for any laundry services of your serviced washing machine/dryer has not been repaired within 10 working days commencing from the first on-site authorised assessment. Your claim must be validated by a receipt for each laundry reimbursement claim. Dry cleaning services are excluded. 7. Transferable to new owner: If You sell the Covered Item, MASTERS Extended Warranty can be transferred to the new owner. You can do this by calling the Administrator on within 7 days of the sale. Our total liability under MASTERS Extended Warranty is not increased as a result of any such transfer. Exclusions and Dollar Limits 1. Exclusions The MASTERS Extended Warranty will not apply where the cause of a Covered Item s breakdown is within one of the following categories of exclusion: (a) Misuse: Breakdown of a Covered Item which has been used for commercial use (rather than for personal, domestic or household use); Breakdown as a result of improper or unauthorised modification or repair; Breakdown caused by a failure to follow the manufacturer s installation or operating instructions; Breakdown caused by accidental or deliberate damage, neglect, abuse, wilful act, misuse, theft, sand, water or liquid damage, corrosion or battery leakage, rust, mildew and mould; A burned phosphor, degradation of current organic compounds, luminance degradation of light-emitting pixels in a visual display device such as a computer monitor or television due to no screen saver being used and/or a static image being displayed; Breakdown of speakers as a result of overloading. (b) Accessories or consumable components: Breakdown or consumption of consumable products such as cables, cords, cartridges, tapes, software items, batteries, fuses, bulbs, styli, ribbons, filters, toner and the like; Breakdown of any accessories not provided by the manufacturer with the Covered Item. Page 5 of 9

6 (c) External sources: Breakdown resulting from external sources including, but not limited to, infestation, flood, fire, interference, external wiring and connections, or non-compatibility of accessory equipment; or Loss of perishable items for white good refrigeration products resulting from external power interruption. Loss of software, data, floppy disks or CD-ROM disks as a result of viruses, malfunction or damage of an operating part. (d) Non-operating or cosmetic deterioration: MASTERS Extended Warranty does not provide coverage for any issues arising as a result of non-operating or cosmetic deterioration that do not affect the functionality or operation of the Covered Item. (e) Inherent defects announced by manufacturer: Breakdown caused by inherent defects such as date non-compliance, pre-existing defects, recalls or design defects where the manufacturer has notified the public of such defects; An item that is subject to a manufacturer recall. If this occurs, contact MASTERS for the remedies that are available to You. 2. Dollar Limits Our maximum liability under MASTERS Extended Warranty is the lesser of the Purchase Price or $20,000. We will not undertake repairs of the Covered Item, replace the Covered Item or provide You with a Gift Card under the MASTERS Extended Warranty if the total cost (including any benefit provided under a prior claim) to Us is more than the Purchase Price or $20,000, whichever is less. We may refuse or reduce a claim under MASTERS Extended Warranty if You make any misrepresentation or any fraudulent or dishonest act or omission in connection with the claim. 3. Costs not covered by MASTERS Extended Warranty You must pay the cost of a service call to inspect a Covered Item if: The cause of the Breakdown of the Covered Item is not covered by MASTERS Extended Warranty when the Covered Item is inspected; or The location of the Covered Item is more than 75km from the nearest MASTERS store. The cost of the service call that will be applicable in the above events will be advised to You before the inspection is undertaken. Other costs not covered by MASTERS Extended Warranty include: Any cost associated with access, repair, removal, replacement, installation or re-installation of the Covered Item, unless this has been approved by the Administrator; Normal maintenance costs, including costs relating to the cleaning, lubrication, alignment, tuning, reprogramming or adjustment to the Covered Item; Any loss, damage, cost or expense in relation to loss of use or consequential loss resulting from any Breakdown of the Covered Item; and Any other cost incurred where the cause of the breakdown of the Covered Item is not covered by MASTERS Extended Warranty or cannot be identified or there is no evidence that the cause of the breakdown of the Covered Item is covered by the MASTERS Extended Warranty at the time the Covered Item is inspected. Page 6 of 9

7 Claims Process 1. What do You do if Your Covered Item breaks down? Review the manufacturer s product manuals and instructions, as this will often pinpoint what is wrong and advise You how to remedy the issue. If this fails to identify the problem or the Covered Item needs repair, You can choose to: make a claim against MASTERS if there has been a breach of a consumer guarantee under the Australian Consumer Law (see MASTERS Returns Policy for details); or make a claim under the MASTERS Extended Warranty. To make a claim under the MASTERS Extended Warranty, please have Your Receipt and Your product details including serial number ready. You will need to lodge a claim through one of the following methods: By visiting us online at following the prompts and providing all supporting documentation. You will first need to register Your MASTERS Extended Warranty and then you will be able to submit a claim online. Call the claims hotline on and provide all necessary information (including supporting documentation) as directed. We have engaged the Administrator to administer on Our behalf any claims which are made on MASTERS Extended Warranty. By purchasing the Extended Warranty and accepting the terms and conditions, You accept performance of Our obligations under MASTERS Extended Warranty by the Administrator. Any costs associated with repair, removal or installation of the Covered Item will not be paid unless first approved by the Administrator. 2. What happens after We repair the Covered Item? If We repair the Covered Item and We incur repair costs equal to the Purchase Price (or $20,000, whichever is less), Your MASTERS Extended Warranty terminates immediately. If Our repair costs are less than the Purchase Price (or $20,000, whichever is less), then Your MASTERS Extended Warranty continues. However, if You then make another claim on the Covered Item during the remainder of the MASTERS Extended Warranty, then We will: Repair or replace the Covered Item if the cost of doing so, when added to Our earlier repair costs, is no more than the Purchase Price (or $20,000, whichever is less); or Provide You with a Gift Card that has a value equal to the lesser of: (a) The Purchase Price; or (b) The recommended retail price of an identical item or an item with equivalent specifications to the Covered Item; or (c) $20,000, less Our earlier repair costs. Page 7 of 9

8 Dispute resolution Should You have a concern relating to the administration of Your MASTERS Extended Warranty You may request that it be dealt with by the supervisor or manager who is directly responsible for that area. If Your complaint is not resolved by the supervisor or manager, Your complaint may then be referred to the Administrator s Customer Complaints and Disputes Review Process. To ensure that the impact to You is minimised, We will ensure that a written response is provided to You within 15 working days. You may contact Our Customer Complaints and Disputes Review Process Panel: By writing to U-NITED Warranties (ATT: MASTERS Complaint Register), 2 Lakewood Boulevard, Carrum Downs VIC 3201 By phone on or Your privacy By requesting and accepting this MASTERS Extended Warranty, You will be supplying Us and the Administrator with personal information which We and the Administrator will hold so that We and the Administrator can administer Your MASTERS Extended Warranty, including processing claims and responding to Your queries. The information is held by Us and the Administrator and may be disclosed to other companies to enable the administration and management of the MASTERS Extended Warranty or to service providers such as assessors and loss adjusters in the event of a claim. With some exceptions You have rights of access to and correction of information upon request. You can contact Us on or You can contact the Administrator on or If You do not provide some or all of the information requested, We and the Administrator may not be able to provide you with a MASTERS Extended Warranty or properly administer Your MASTERS Extended Warranty. Page 8 of 9

9 Definitions In these MASTERS Extended Warranty terms and conditions: Administrator means U-NITED Warranties Pty Ltd. Breakdown means a breakdown of a Covered Item, whether a result of mechanical issues or fair wear and tear, that affects the functionality or operation of the Covered Item. Covered Item means the item identified on Your Receipt, being an Electrical Product which You purchased from Us and for which You have purchased this MASTERS Extended Warranty. Dollar Limits - means the lower of the Purchase Price or $20,000 as set out above. Electrical Product - means any product for which an AC power adapter is supplied and which requires an electrical current to operate. Exclusions - means the circumstances that are not covered by the MASTERS Extended Warranty as set out above. Gift Card means a store card or voucher redeemable for purchases at participating MASTERS stores. Manufacturer s Warranty means the original in box warranty coverage provided by the manufacturer in respect of the Covered Item. Purchase Price means the purchase price of the Covered Item specified on Your Receipt, inclusive of GST. MASTERS Extended Warranty means the Extended Warranty for the Covered Item, the terms, conditions and exclusions of which are set out in this document. Receipt means the receipt that We issued to You for the Covered Item You have purchased and for which You have purchased this MASTERS Extended Warranty. We, Us, Our means the issuer of MASTERS Extended Warranty and the person from whom You purchased the Covered Item. You, Your means the person to whom We have issued Your Receipt or, where relevant, the person to whom that person subsequently sells the Covered Item. Page 9 of 9

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