To make a warranty claim for your product the first step is to get it assessed.
Making a JB Hi-Fi Extra Care claim? Find out more
Option 1: Go direct to the product manufacturer
It's often best to go directly to the manufacturer. This is because many manufacturers have dedicated support centres specifically for issues in relation to their products and may even provide in-home support and advanced troubleshooting. In many circumstances, the manufacturer may be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired.
You may therefore prefer to contact the manufacturer rather than JB Hi-Fi, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of your nearest JB Hi-Fi store for assistance or contact us.
Option 2: Bring your faulty product in-store
Take your faulty product to your local JB Hi-Fi store where our friendly staff will assess the item and, where appropriate, provide a suitable remedy.
Things to know:
- Bring your receipt or tax invoice. If you purchased online: You can log in to download a copy of your tax invoice. We also accept a copy of your digital receipt, if you got one at the time of purchase. How to find your tax invoice
- Where the fault cannot be assessed on-site, we’ll need to send the product to the manufacturer for assessment before any remedy is considered.
- In some cases, we can organise a return courier consignment so you can send the product to the store. This service is free but may take a little longer. Once the item has been received and assessed we will be in touch with you to discuss your options. Submit a request to find out if this service is available for your product.
Option 3: Arrange an in-home assessment
For large items like whitegoods and certain TVs
We may be able to arrange for an in-home assessment of your product by the manufacturer or an associated supplier who will, if appropriate, provide a remedy on the spot.
If your product needs to be transported for repair or be replaced, we can arrange collection and delivery for you (exceptions may apply if you live in certain remote areas).
To make a warranty claim for a large item that you can’t bring in-store please submit a request and include the following information:
- Proof of purchase: A copy of your online order confirmation email or photo of your in-store receipt. If you purchased online: You can log in to download a copy of your tax invoice. We also accept a copy of your digital receipt, if you got one at the time of purchase. How to find your tax invoice
- Serial number of your item (if known): Usually found on the back of the product or on the original box.
- Photos of the product: Highlighting any damages and issues for assessment of your claim.
- Details of the product fault: As much information you can provide about what’s wrong with your product.
If you would like an in-home assessment, please submit a request below:
For more information about how we deal with faulty goods and the potential remedies, please see our Refunds & Warranties guide.