Back Up Plan
We appreciate that You may want the certainty of knowing that if products You buy are faulty they are covered for a specific time period.
When You purchase the Back Up Plan, You are obtaining certainty as to the period of coverage and the remedy You will receive and the convenience of having the repair and/or the replacement process managed for You by the Back Up Plan administrator under the Plan.
There are 2 types of Back Up Plans covering mechanical or electrical failure: Replacement Cover Plans and Repair Cover Plans. Replacement Cover Plans are only available for certain goods costing $500 or less, provide a one-off replacement of Your purchase and cover commences 12 months after the date of purchase, or upon expiry of the original manufacturer’s warranty, whichever occurs later. Repair Cover Plans are available on most goods, provide a repair of Your purchase and cover commences upon expiry of the original manufacturer’s warranty. The product may also be replaced in some circumstances (see Replacement Terms).
This Back Up Plan is not an insurance policy, nor are We insurers.
The plan is a warranty and service product supplied by Us in respect of products We sell.
Retravision Online has entered into a separate indemnity agreement with; Warranty Group Australasia Pty Ltd ABN 37 005 004 446 (PO Box 246, Balwyn VIC 3103) and their group’s insurance company, Virginia Surety Company, Inc (VSC) ARBN 080 339 957 both of Level 2, 693 Burke Road, Camberwell, VIC 3124. Both the Administrator and VSC are part of Assurant, Inc. a global provider of risk management solutions.
Please ensure that You keep Your original purchase receipt and/or Tax Invoice to describe and validate Your purchase of both Your Product and this Back Up Plan. These documents constitute proof of the purchase of this Back Up Plan. In the event of a claim these documents may need to be produced.
A separate Back Up Plan must be purchased for each product. If You have purchased more than one product on the same purchase receipt, then this Back Up Plan will only cover the product specifically described on the purchase receipt and/or Tax Invoice as being covered by a Back Up Plan with a separate itemisation of its cost.
The Back Up Plan code/s listed on Your Tax Invoice supplied by Retravision will specify the term of Your cover. The Back Up Plan cover commences at the expiration of the original Manufacturer’s Warranty for Your Product. Please refer to paragraph ‘Period of Cover’ below for further information.
Some Features of Our Back Up Plan Include:
Some of these features may overlap with your rights under Australian Consumer Law, for more information you can download a copy of the Back Up Plan Brochure here or scroll down to the “A COMPARISON OF THE RIGHTS AND REMEDIES UNDER THE ACL AND THE FEATURES PROVIDED BY THE BACKUP PLAN” section.
How to Make a Claim?
If You have a problem with Your Product which is not covered by this Back Up Plan, please contact Retravision or the manufacturer. Contact information for Retravision can be found on Your original purchase receipt. Contact information for the manufacturer can be found in the warranty and support section in the initial warranty card provided when You purchased Your Product.
If You are claiming under this Back Up Plan, You can lodge Your claim by calling Our Rescue Crew on 1800 062 782, (0800 454 082 in NZ) Monday to Friday 8am to 6pm AEST, and Our friendly staff will assist You with Your claim. For overseas customers, please email [email protected]
Claims must be made prior to the expiration of this Back Up Plan The address for claims correspondence is GPO Box 1465, Brisbane QLD 4001.
Claims will not be handled where You have arranged repair or replacement without first lodging and gaining approval of a claim.
Ensure You have Your original purchase receipt and/or Tax Invoice available.
Your claim must be lodged by the customer whose name is shown on the purchase receipt and/or Tax Invoice and/or any other parties authorised by the owner in writing.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“ACL”). 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.
The ACL protects consumers by automatically giving them basic, guaranteed rights for goods they purchase (“Consumer Guarantees”) at no charge. For example, the ACL requires that, taking account of the nature of goods, the price, any representations made by the supplier or manufacturer and other relevant circumstances, the goods must be free of defects, do what they are meant to do, be safe, durable and acceptable in appearance and finish, be fit for any particular purpose that the consumer makes known and comply with any description given or any demonstration model used.
In the event of a breach of a Consumer Guarantee where there is a major failure of the goods, consumers are entitled to reject the goods and choose a replacement or refund and claim compensation for any reasonably foreseeable loss or damage suffered by consumers as a result of the failure. Where the failure does not amount to a major failure, consumers are entitled to have the supplier repair or replace the goods (at the supplier’s choice). Whether a specific failure breaches a Consumer Guarantee and a consumer is entitled to a remedy under the ACL will depend on the circumstances.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect in the circumstances, given factors including the cost and quality of the goods, the use made of the goods or any representation made by the supplier or manufacturer. Consumer Guarantees may continue even at the expiry of the Manufacturer’s warranty for the goods or this Back Up Plan. The exact amount of time that Consumer Guarantees last in the case of a specific purchase varies depending on the circumstances.
Consumers with a claim for breach of a Consumer Guarantee should contact the supplier of the goods at first instance. If You are unable to reach resolution with the supplier as to the remedy, You should seek independent advice and/or contact the ACCC or Your state/territory fair trading body.
What Is Covered Under The Back Up Plan
You will be entitled to the benefits set out below that are not available under the ACL, subject to the terms of Your Plan:
- Certainty as to the exact period of cover
- Convenience of having experienced operational and technical staff to manage the repair and/or replacement process
- Specified days for repair time guarantee
- Availability of a loan product
- Toll Free technical assistance
Later in this page we provide a table, which explains the difference between this Plan and Your rights and remedies under the ACL under “A COMPARISON OF THE RIGHTS AND REMEDIES UNDER THE ACL AND THE FEATURES PROVIDED BY THE BACK UP PLAN”
In the event of Your Product suffering a Mechanical or Electrical Failure, We will pay for parts, labour and service call out fees as per the original manufacturer’s service limitations required for Your Product to be repaired to normal working order, subject to the terms and conditions of this Back Up Plan. This Back Up Plan applies in addition to any existing warranty included in the Original Purchase Price for Your Product or insurance applicable and all other warranties or guarantees expressed or implied by mandatory provisions of law. However, the cover will not apply to the extent Your Product is otherwise covered and able to be claimed under a Manufacturer’s Warranty applicable to Your product (see the Period of Cover section for further details).
The maximum amount payable by Us under this Back Up Plan will be the Original Purchase Price of Your Product (inclusive of GST) per claim.
Refurbished parts may be used to repair goods. All parts used (whether new or refurbished) will have a minimum guarantee period regardless of how much cover is remaining on Your product at the time of the repair.
In the case of Your Product being covered by a replacement plan, We will always replace with a new product rather than repair.
What Is Not Covered Under The Back Up Plan
- Unauthorised repairs
- Defects or design faults that are covered by the manufacturer or distributor whether or not through the process of a product recall
- Costs when Your Product was used for commercial purposes
- Consequential losses of any type including any loss or profits, revenue, data, goodwill or reputation and damage to other goods or property
- Costs incurred where no Mechanical or Electrical Failure is identified
- Normal maintenance costs
- Any exclusions outlined in the Manufacturer’s Warranty
- Installation or reinstallation of Your Product
- Mechanical or Electrical Failures of Your Product caused by:
- product recalls;
- negligence, misuse or unauthorised alterations;
- liquid penetration;
- infestations of vermin, pests or insects;
- cosmetic damage, Accidental damages from any cause;
- rust or corrosion
- Repairs to or replacement of any:
- consumables including but not limited to batteries which can be readily removed, fuses, filters, bulbs or lamps;
- software, data or removable data mediums caused by the Mechanical or Electrical Failure of Your Product. This includes firmware upgrades and malfunctions caused by virus;
- crisper/dairy doors, shelving, handles that have broken.
Period Of Cover
*Back Up Plan cover commences at the expiration of the original Manufacturer’s Warranty for Your Product. If Your Product is replaced by the manufacturer or retailer, Your Back Up Plan cover and original warranty expiry date remains the same.
Please note for each Whitegoods code above, the total period of cover is a maximum of six (6) years, including the Manufacturer’s Warranty of 2 years, from the Original Date of Purchase of Your Product. The actual Back Up Plan Cover Period is four (4) years commencing after the end of the Manufacturers’ Warranty period.
For example, if You purchase a Washer with a Manufacturer’s Warranty of 2 years, you can purchase a 2+4 plan for that appliance (with a length of 4 years cover). Your cover commences at the expiry of 2 years Manufacturer’s Warranty and expires 4 years from that date (due to 6 years maximum cover from the Original Date of Purchase limitation) assuming that Your Back Up Plan has not otherwise ended earlier (e.g. because of a Payout).
For Computers, the Computer Repair Codes of the Back Up Plan provide two (2) years of cover commencing after the end of the Manufacturers’ Warranty period.
For all other repair codes above, the relevant total period of cover is a maximum of five (5) years, including the Manufacturer’s Warranty, from the Original Date of Purchase of Your Product excluding Air Conditioners where the maximum cover of seven (7) years from the Original Date of Purchase applies. The actual Back Up Plan Cover Period is noted in the table, and commences at the end of the Manufacturer’s Warranty period.
For example, if You purchase a TV with a Manufacturer’s Warranty of 2 years, you cannot purchase a +4 plan for Your TV. Your cover commences at the expiry of 2 years Manufacturer’s Warranty and expires 3 years from that date (due to 5 years maximum cover from the Original Date of Purchase limitation) assuming that Your Back Up Plan has not otherwise ended earlier (e.g. because of a Payout).
Note, there are some benefits of Your Back Up Plan that commence immediately after purchase of the agreement, for example Toll Free Assistance.
Replacement
Code 1+2RPL and 2+2RPL = 2 (two)* years
*Back Up Plan cover commences at the expiration of the original Manufacturer’s Warranty for Your Product. If Your product is replaced by the manufacturer or retailer, Your Back Up Plan cover and original warranty expiry date remains the same.
For Replacement Cover Plans cover begins twelve (12) months after the Original Date of Purchase or upon the expiry of the original Manufacturer’s Warranty for Your Product, whichever occurs later.
Back-Up Data
Please note that where Your Product is capable of retaining user-generated data, the repair of Your Product under Your Back Up Plan may result in loss of the data. We recommend You back-up Your data. User-generated data includes, for example, files on a computer hard drive, telephone numbers stored on a mobile telephone, songs stored on a portable media player or games saved on a games console.
15 Day Free Look
If You require cancellation of this Back Up Plan within fifteen (15) days of the Back Up Plan’s Original Date of Purchase and You have not made a claim within this time, We will refund the amount You paid for this Back Up Plan in full at the store of purchase.
This Back Up Plan cannot be cancelled after the 15-Day Free Look Period.
A COMPARISON OF THE RIGHTS AND REMEDIES UNDER THE ACL AND THE FEATURES PROVIDED BY THE BACK UP PLAN
The following table is a summarised comparison of Consumer Guarantees and the protections offered by this Back Up Plan. Please note that this table is a summary only and is not a substitute for obtaining legal advice on the ACL and reading the full Terms and Conditions of the Back Up Plan contained in this document, as certain limitations and exclusions apply in certain circumstances, including an exclusion if You fail to use Your appliance in accordance with the manufacturer’s care instructions or if the appliance is accidentally damaged.
In addition, You can visit www.accc.gov.au for more information on the Consumer Guarantees. Please note that, in addition to the protections below, You may have additional rights against a manufacturer under a Manufacturer’s Warranty.
For further details about our Back Up Plans, you can download a copy of the Back Up Plan Brochure here.
The ACCC's Contact Details
Australian Competition and Consumer Commission: 1300 302 502
Indigenous Infoline: 1300 303 143
www.accc.gov.au
Privacy Statement
We comply with the Privacy Act 1988 (Cwth) (as amended).
We will collect, use and disclose Your personal information for the primary purpose of providing cover under this Back Up Plan to You so that We may:
- Evaluate Your application for the Back Up Plan cover
- Set the cost of providing the Back Up Plan
- Properly administer claims for faulty products.
Disclosure for this purpose may be made to The Warranty Group Australasia Pty Ltd, the manufacturer of Your Product or a repairer of Your Product (or their third party agents or contractors).
If You fail to provide this personal information We will be unable to provide You with cover under this Back Up Plan.
We may also use and disclose Your personal information for the secondary purpose of data analysis, marketing and improving the products and services We offer. We may also contact You about offers in addition to Back Up Plans. We may also disclose Your personal information for this purpose to Our third party agents and contractors approved by Us from time to time in writing.
However, You may opt out of Your personal information being used for the purpose of data analysis, marketing, improving Our products and services or to contact You about offers by calling Our Rescue Crew on 1800 062 782.
You are entitled to access Your personal information, and may obtain a copy of Our privacy policy, by calling Our Rescue Crew on 1800 062 782. Our privacy policy contains information about how You may access, and (if applicable) seek correction of, personal information collected under this Back Up Plan. Our privacy policy also contains information about how You may complain about a breach of the Australian Privacy Principles and how We will deal with such a complaint. We may disclose Your personal information to recipients in South Africa for claims lodgement purposes and in New Zealand to conduct surveys for the purpose of data analysis, marketing and improving the products and services We offer.
Definitions
Accident or Accidental: means a sudden, external, violent, visible, unusual and specific event which occurs fortuitously and is unforeseen or unintended by You and which occurs at an identifiable time and place.
Manufacturer’s Warranty: means any express warranty given by the manufacturer applicable to the sale of Your Product for a specific period of time after the purchase of Your Product and for the avoidance of doubt, does not include any consumer guarantees under the Australian Consumer Law.
Mechanical or Electrical Failure: means a failure of Your Product arising from a mechanical or electrical fault. It does not include any failure otherwise excluded by the Back Up Plan such as intentional damages, normal wear and tear, wilful acts, and normal deterioration.
Original Date of Purchase: means the date shown on the purchase receipt and/or Tax Invoice.
Original Purchase Price: means the amount shown on the purchase receipt and/or Tax Invoice being the cost of Your Product.
Payout: means where the product has been replaced, or a settlement either in the form of a store credit or a payment direct to a customer has been made
You, Your: means the person or persons named as the purchaser on the original purchase receipt and/or Tax Invoice.
Your Product: means any electrical or battery operated product that You purchase for domestic use as described in the purchase receipt and/or Tax Invoice.
We, Us, Our: refers to the selling retailer or an authorised agent of the selling retailer whose name appears on the original purchase receipt and/or Tax Invoice as the supplier.
Whitegoods: means ovens, cooktops, rangehoods, upright cookers, fridges, freezers, washers, dryers and dishwashers.
For further details about our Back Up Plans, you can download a copy of the Back Up Plan Brochure here.
Last Updated: February 2018
