Customer Information

Customer Information

It is our intention to make the site and service as easy to use as possible. To assist with this we have tried to address a number of commonly asked questions. We are not qualified to provide any technical information or answers to questions. Our How To Video section is an educational section only. We welcome any suggestions on other questions and answers that can be added to the list

 

Model numbers are critical to identifying the part you require

To allow us to assist you best, we require your appliances actual model number. These are not always easy to find, however without a model number we are not able to determine the part you require. If you are not able to locate your appliances model we suggest you view the products listed online and determine the one that is like the one you have. Then check the dimensions and specifications.

 

1. How much will postage and handling cost.

The cost of postage is calculated at the time you enter your address, the web site is connected to Australia post so you can be sure of accurate prices. As we have we do not make a profit on postage we include all the actual process costs required to send you your product. In addition to the actual price to transport the product there is the handling costs. These handling cost include picking the product, packing it, the post pack or box, packing material, addressing it and then processing the information on the suppliers database ready for collection.  

2. Is my product covered until it arrives to my door.

Unfortunately we have no control of the actual delivery process once it leaves our warehouse. We use only reputable suppliers which makes for a more efficient service. These include a combination of Australia post and Couriers. With all couriers including Australia Post they nominate a small cover however make it very difficult to claim on, therefore there is not cover. 

3. How fast will my product be sent.

Products are sent almost every business day, therefore all products are typically sent within 24 hours of order and payment. Unfortunately we are not able to control the time it takes from our store to your home.

4. I am not an electrician so can I fit electrical products.

Rules vary around the world, in Australia electrical components are to be replaced by qualified persons only.

5. Are our parts genuine or after market.

We are a distributor for a range of genuine parts for the leading brands such as Electrolux, Westinghouse, LG, Fisher and Paykel, Whirlpool and many others. If a part is not genuine it is usually noted as being so, all aftermarket parts are from quality suppliers.

6. What happens if the product does not fit.

Parts that have been ordered in specifically for a customer, cannot be returned or refunded.

For reasons of safety we cannot accept change of mind refunds/exchanges for items of an electrical nature, whether or not the item has been installed. 

For items not of an electrical nature, we will gladly accept change of mind exchanges up to 14 days from date of purchase. Items must be unopened and unused. The item including the original packaging if any must be in saleable condition. Freight and delivery charges are not refundable, and delivery back to us is the customers's responsibilty and cost.

7. Do you replace a product if it is faulty.

Yes all products sold are covered by our warranty. If a product is found to be faulty when it is received it is important to contact Mr Appliance immediately and advise of the situation. At that stage Mr Appliance will advise if the product will be replaced and if the damaged one is to be returned.

8. Money back guarantee

We offer a 100% money back guarantee on all products. If a product is faulty or not as described, we will provide you with your money back.

9. Can pick the part up from your store.

We no longer have counter sales for our parts, we only distribute parts via the nominated delivery processes.

10. Extra charges on a credit card

When paying for products using a credit card, its important to understand the payment is made by the buyer, we don't actually take the money from your card. In some cases you may have several charges on your credit card for the same purchase. This occurs when the payment button is clicked more than once, therefore a payment is being made several times. We only see that a product has been paid for and not the number of other payments that have been made, therefore if you have paid us more than once the only way we know is if you contact us. Once you contact use we can then search and locate the extra payment or payments and reverse them.

11. When do you respond to emails

We respond to emails every second day, we don't sit and wait for an email to arrive so we can answer it. We check emails every day and may respond earlier to them

12. How is my product sent

We use a combination of delivery methods, the main one is Australia post. When possible and economical we send the products in an express satchel. These are the 500g and 3Kg bags. For some products like small belts and lint filters it is no economical for us to do this though, they will go standard mail. However delivery times are very much dependent on Australia post and the courier companies, we can only control when they are sent.

13. Do I receive a tracking number

We do not provide tracking numbers, to ensure the operations over heads are low we hold these numbers in house for a set period of time in hard copy and then destroy them. This is a manual process and is not automated.