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This document sets out the Terms and Conditions of ASKO’s 3 Year Extended Warranty and clarifies the rights
and benefits it provides in addition to your rights under the Australian Consumer Law.
5 Year Warranty on cooking appliances
(2 year manufacturer’s warranty + 3 year extended warranty)
ASKO 3 years extended warranty full terms and conditions
Your rights under the Australian
Consumer Law
The following is a summary of your rights
under the Australian Consumer Law.
For further information please consult
the ACCC website at: www.accc.gov.au.
Our goods and services 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 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.
Under the Australian Consumer Law,
your rights commence from the date you
purchase the Product and continue for a
“reasonable period” from that date. What is
a “reasonable period” will depend upon all
of the relevant circumstances including the
price of the Product, the uses to which it
has been put and the nature of the Product.
In addition, you may also be entitled to have
the Product repaired or perhaps replaced
under the terms of any Manufacturer’s
Warranty relating to your Product.
Information on the Manufacturer’s
Warranty is contained in the Product
packaging.
ASKO Service Plan
This Service Plan provides additional
benefits irrespective of any rights you may
have under the Australian Consumer Law.
You will get the peace of mind, certainty
and convenience of having the whole
repair/replacement process managed
for you in respect of the mechanical and
electrical faults detailed in this Service
Plan. In addition, this Service Plan includes
the following benefits (which are explained
in detail in these Terms and Conditions):
• iftheProductbreaksdownasaresult
of a fault covered by this Service Plan,
we will fix or replace the Product without
you having to make an assessment of
your rights under the Australian Consumer
Law or making a claim on the supplier or
the manufacturer;
• in-homerepairsformostProducts
(if repairs are required to be made at
the repairer’s premises we will cover
the courier costs);
• adedicatedCustomerCareLine;
• allrepairsarecarriedoutbyapproved
repairers; and
• noproofofpurchaserequired.
All you need do is call the Customer Care
Line and the whole repair/replacement
process will be managed for you.
Payment for this Service Plan is only for
the rights and benefits that are additional
to the rights you have under the Australian
Consumer Law.
ASKO Service Plan Terms and
Conditions
This Service Plan is issued to you by
ASKO. This Service Plan is given by ASKO
Appliances (Aust.) Pty Ltd ABN 65 007 007
329 (ASKO) subject to the Offer Terms.
Business address: 35 Sunmore Close,
Moorabbin, Victoria 3189. Telephone
number: 1300 002 756. Email address:
service@asko.com.au.
Availability for the Service Plan
1. Offer only available on the purchase
of eligible ASKO Appliances from ASKO
authorised agents in Australia from the
24 October 2013.
2. Only limited stocks available. Offer only
available strictly while stocks last.
3. Offer only available on purchases
of new ASKO ovens(OT8601SS,
OP8611A, OP8611SS, OP8621A,
OP8621SS, OP8631A, OP8631SS),
combined microwave ovens
(OCM8411SS, OCM8411A), steam
ovens (OS8411SS, OS8411A)
cooktops (HG1654S, HG1664S,
HG1774S, HG1774A, HG1984A,
HG1984S, HI1632, HI1832, HI1683,
HI1983, HC1643G, HI1774) and
rangehoods (CW4911, CW4951,
CO4620, CO4920, CC4520, CC4840)
designed for domestic/personal
use (not available on any Morphy
Richards appliances or ASKO
washing machines, dryers,
dishwashers or other any other
ASKO appliances or products).
4. Offer only applies to new purchases that
are paid for in full during the Offer Period.
5. Offer does not apply to commercial orders
or on damaged, or trade seconds stock.
6. Only open to Australian permanent
residents aged 18 years and over and
who purchase an eligible ASKO Appliance
for domestic/ personal use only.
7. You must (if requested) produce to
ASKO your original proof of purchase to be
able to claim under the Service Plan. Offer
excludes delivery or installation charges.
8. To the extent permitted by law, any
ASKO Appliances returned will be liable for
are-stockingfeeof15%ofpurchaseprice
if the Appliance is not in original packaging
(statutory returns excluded).
9. ASKO reserves the right to change,
substitute, withdraw or extend this Offer
at any time without notice. Any decision by
ASKO in connection with this Offer or the
Service Plan is final.
ASKO Service Plan
The ASKO Service Plan extends the
standard manufacturer warranty
and begins at the end of the 2 year
Manufacturer’s Warranty period on
Products to which the above Offer applies.
1. Definitions
Cooling Off Period means the period set
out under the heading “Cancellation of this
Service Plan” and applies only where the
Product has not been purchased in store
Customer Care Line means a call centre
service operated by us which is accessible
by dialling 1300 00 2756.
DGI means Domestic & General
Insurance PLC.
Extended Warranty (Extended
Warranty Plan) means Service Plan
Larger Items means laundry and
cooking appliances (including integrated
microwaves).
Manufacturer’s Warranty means the
2 years voluntary warranty for parts and
labour provided by ASKO Appliances
(Aust) Pty Ltd.
Mechanical or Electrical Failure
means a sudden or unforeseen failure of
the product arising from a mechanical or
electrical fault including any failure arising
from wear and tear (excluding a gradual
reduction of the operating performance
of the Product), but not including:
a) a fault brought to your attention before
you purchased the Product; or
b) faults caused by:
i. negligence, accidental or deliberate
misuse or unauthorised alterations;
ii. failure to follow the manufacturer’s
instructions for usage, installation,
operation or maintenance;
iii. external sources, including electrical
interference, power surges and voltage
fluctuations;
iv. infestations of vermin, pests or insects;
v.actsofGodorman-madecatastrophes;
or
vi. water damage, rust or corrosion.
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 the
Product.
Product means any eligible electrical
or battery operated appliance that you
purchase that is branded ASKO or such
other brand name that may be supported
by ASKO under this Service Plan from
time to time, as described in the original
purchase receipt and/or tax invoice.
Service Plan (also referred to as ASKO
Service Plan) means the service plan
applicable to the Product detailed in
these Service Plan Terms and Conditions.
The Service Plan operates for a period
of 3 years following the end of the
Manufacturer’s Warranty.
Service Plan Terms and Conditions
means these terms and conditions
governing the ASKO Service Plan.
you, your means the person or persons
named as the purchaser on the original
purchase receipt and/or tax invoice for
your Product and your Service Plan.
we, us, our refers to ASKO or an
authorised agent of ASKO whose name
appears on the Service Plan receipt and/
or tax invoice for your Product and your
Service Plan.
2. Period of Cover of the
Service Plan
The Service plan is not available during
the period of your Manufacturers warranty.
This Service Plan is valid for 3 years from
the day your Manufacturer’s Warranty
expires, unless you cancel this Service Plan
at some earlier point in time.
Prior to the end of the Service Plan Period
of Cover and each subsequent 12 month
period thereafter, Domestic and General
Insurance PLC (DGI) may offer you a 12
month insurance policy underwritten
by DGI (Policy). If DGI offers you a Policy
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and subsequent renewals and you pay for
your Service Plan by direct debit, the monthly
premiums for the Policy and subsequent
renewals will be collected from you by or on
behalf of DGI for as long as you maintain the
Policy and subsequent renewals, unless you
ask DGI not to do so. The monthly premiums
for the Policy and subsequent renewals will
be collected from your bank account under
your existing Direct Debit Request Service
Agreement. You will need to inform DGI of
yournon-acceptanceofanyofferofaPolicy
or renewal from DGI.
If DGI offers you a Policy and subsequent
renewals and you pay your monthly premiums
for the Policy and subsequent renewals by
any other means, you will receive written
notice showing the amount to pay. You will
need to complete and return the offer together
with payment of the applicable premium in
order to have cover for your Product after the
Service Plan Period of Cover.
DGI reserves the right not to offer you a Policy
or any renewal.
3. What is included?
This Service Plan provides the peace of mind,
certainty and convenience of having the whole
repair/replacement process managed for you
in respect of Mechanical or Electrical Failures
detailed in your Service Plan. In addition, this
Service Plan includes the following benefits:
• iftheProductbreaksdownasaresultof
a fault covered by this Service Plan, we will fix
or replace the Product without you having to
make an assessment of your rights under the
Australian Consumer Law (ACL) or making a
claim on the supplier or the manufacturer;
• in-homerepairsformostProducts
(if repairs are required to be made at
the repairer’s premises we will cover the
courier costs);
• adedicatedCustomerCareLine;
• allrepairsarecarriedoutbyapproved
repairers using genuine spare parts; and
• noproofofpurchaserequired.
All you need do is call the Customer Care
Line and the whole repair/replacement
process will be managed for you.
4. What is not covered by
the ASKO Service Plan?
This Service Plan does not cover:
(a) repairs to:
i. cosmetic items, such as paint or finishing,
which do not affect the operation of the Product;
ii. accessories used in or with the Product
unless those accessories are covered under
a separate Service Plan;
iii.cartridges,styli,tapes,software,oradd-on
options incorporated in the Product;
(b) cost of replacement of any item or accessory,
either external or internal that is intended to be
replaceable, including fuses, batteries, light
bulbs, fluorescent tubes and related starters,
filters, attachments, cables, plugs, light covers
or rain covers;
(c) loss, damage or costs incurred as a result of:
i. damage to or loss of software, data or
removable data medium caused by the
Mechanical or Electrical Failure of the Product;
ii. not being able to use the Product following
Mechanical or Electrical Failure of the Product
except as specified under section 8 under
the heading of “Laundry Reimbursement”
and section 9 under the heading of “Courier
Costs”;
iii. damage from batteries or other
consumables, internal or external to
the Product;
iv. using the Product for purposes other than
those permitted as set out in these Offer Terms;
v. negligence, accidental or deliberate misuse
or unauthorised alterations
vi. failure to follow the Manufacturer’s
instructions for usage, installation, operation
or maintenance;
vii. external sources including but not limited to
electrical interference, power surges, voltage
fluctuations or plumbing connections;
viii. infestations of vermin, pests or insects;
ix. acts of God;
x. water damage, rust or corrosion;
xi. defects in the Product brought to your
attention before you originally purchased it;
xii. Transportation, installation or removal of
the Product;
(d) loss, damage or costs incurred where
no Mechanical or Electrical Failure is identified;
(e) normal maintenance costs, cleaning,
lubrication or external adjustments;
(f) the Product if it is recalled by the
manufacturer, importer or a government
agency;
(g) any claim against you by any third party
including for personal injury or damage to
property;
(h) any claim by you for personal injury or
damage to property, other than as expressly
provided for in this Service Plan.
5. Repair and Replacement Terms
In the event of a Mechanical or Electrical
Failure of the Product, if we cannot solve the
problem by phone when you call the Customer
Care Line, at our sole discretion, we will:
a) have our approved repairer carry out repairs
to the Product; or
b) if we decide the Product is unable to be
repaired or uneconomical to do so, replace the
Product with a product of the same or similar
technical specification.
We will repair or replace the Product or
relevant parts with the same or equivalent
product or parts. We may replace the Product
with a refurbished product of the same type
rather than repairing it. Refurbished parts may
be used to repair the Product. Where we have
elected to replace a product, and a product
with equivalent specifications is unavailable,
we will pay to you what we would have paid for
a product with the same or similar make and
technical specification in cash or by gift card.
Where we have replaced the Product, the
faulty Product or parts replaced become our
property. You may dispose of the Product if it is
in your possession. We will not be responsible
for any costs that you may incur to dispose of
your original product.
When we have replaced the product your
Service Plan will end immediately.
6. Repair Cost
In most cases, we will repair the Product using
one of our approved repairers. They will invoice
us directly. However, in rare circumstances
we may not have an appropriate approved
repairer, and may at our discretion agree that
you nominate a repairer and pay the repairer
yourself. We will reimburse you as soon as
practicable after receiving a valid tax invoice.
7. ‘No Lemon’ guarantee
If the same part in a Product requires repairing
more than two (2) times as a result of
Mechanical or Electrical Failure, the Product
will be replaced on the third visit at your
request, notwithstanding section 5 under the
heading “Repair and Replacement Terms”.
8. Courier Costs
If your Product covered by this Service Plan
requires repair and we request the Product
to be sent to our repairer, we will pay for the
cost to courier or freight the Product from your
home to our approved repairer, and from our
approved repairer back to your home.
9. In-home repair for Larger Items
For Products which are Larger Items, we
will arrange for repairs to be undertaken in
your home if those repairs can be carried
out effectively and safely (to be determined
at our discretion). If repairs are required to
be undertaken at an approved repairer’s
premises, the cost to transport the Product
to those premises are at our cost.
10. Back up of Data
Please be aware that where your Product is
capable of retaining user generated data, this
may be lost during a repair process and we
therefore recommend that you back up your
data prior to any repair. Data may be stored in
files and folders on such appliances as your
washing machine. In the event of a repair
of a device that contains stored personal
information, please ensure this data is backed
up to another device prior to any repairs taking
place as it may be lost. We will not be liable for
the loss of any of your data.
11. How to make a claim
Please call our Customer Care Line
1300 00 2756:
a) to make a Service Plan claim; or
b) if you have any questions about your
Service Plan.
12. Refusal of Claims
We may refuse to action a claim under
your Service Plan, or reduce the benefits
available to you in respect of the claim, if,
in our reasonable opinion, you make any
misrepresentation or commit any fraudulent
or dishonest act or omission in connection
with the claim or in accordance with relevant
laws. We may also refuse a claim where
an exclusion applies, if you do not comply
with a term of the Policy, or in accordance
with our rights as set out under the heading
“Cancellation of this Service Plan”.
13. This Service Plan is not
a performance guarantee
or insurance
This Service Plan is not a guarantee of
performance or an insurance policy nor is
ASKO an insurer. It is a Service Plan subject
to these terms and conditions as agreed
between you and us.
14. Transfer of Ownership
This Service Plan is for the benefit of you
and anyone else we have agreed with you.
No benefits will be given to anyone else unless
it is transferred by contacting us. This Service
Plan can be transferred to a new owner of
the Product at no cost to you. To organise
the transfer please call ASKO Service Plan
Customer Services on 1300 002 756.
15. Cancellation of this
Service Plan
If you choose to cancel your Service Plan
the following conditions apply:
a) You may cancel your Service Plan at any
time during the manufacturer’s warranty
period by writing to us at, Domestic & General
Services, GPO Box 3004, Melbourne VIC
3001, or by phoning us on 1300 321 766
b) If the Service Plan is cancelled at any time
there will be no refunds given the Service Plan
is provided free of charge to you.
c) We have the right to cancel this Service
Plan if you commit a material breach of these
Service Plan Terms and Conditions, you
have given any false information to us when
submitting a claim or otherwise or for any other
reason allowable by law. We will provide you
with reasonable notice of the cancellation.
16. Privacy Statement
ASKO have engaged Domestic & General
Services Pty Ltd as its agent to perform and
manage its obligations under this Service Plan
and for this purpose you consent to ASKO
providing Domestic & General Services Pty
Ltd with your contact details and information
about the Product.
You consent to all of the uses and disclosures
of your contact details and information
described in ASKO Privacy Policy which can
be accessed at www.asko.com.au and this
statement.
ASKO may use and disclose information about
you to its insurers, its claims managers, its
repairers and its other suppliers (including to
any person situated outside Australia) for the
purpose of:
-TransferringthisServicePlantoanewowner
of the Product you purchased.
-ProcessingclaimsinrelationtothisService
Plan.
-Repairingorreplacingproductsunderthis
Service Plan.
-Renewingyourextendedwarrantyintoan
annual warranty insurance policy underwritten
by DGI
-Improvingthequalityofourservices
-Marketingproductsandservicesrelatedto
this Service Plan to you.
You consent to these parties contacting you
or a new owner of the Product you purchased,
including sending emails, mail or making
contact by telephone, for the purposes set
out above.
You confirm you have the necessary authority
to provide the information and to give these
consents. You have a right to access the
information we hold about you and should
you wish to access, update or amend this
information please contact us using the
details provided under the heading “How to
contact Us”.
17. How to contact Us
Domestic & General Services Pty Ltd can be
contacted by phoning our Customer Helpline
on 1300 321 766, by email on warranty@
domesticandgeneral.com or by mail to GPO
Box 3004, Melbourne VIC 3001.
18. Law and Jurisdiction
This Service Plan is subject to the laws of
the State or Territory in Australia where it
was issued.
19. Notices
Any notice we give you will be in writing and
will be effective from the earlier of the time of:
•deliverytoyoupersonally;or
•postagetoyouraddresslastknowntous.
It is important you tell us of any change of
your address as soon as possible.
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