Extra Cover

Terms and Conditions

Last updated 1st March 2018

This Extra Cover Plan is provided by Officeworks (236-262 East Boundary Road, Bentleigh East, Victoria 3165, 1300 633 423). Officeworks has entered into a separate indemnity agreement with The Warranty Group Australasia Pty Ltd ABN 37 005 004 446 (the “Administrator”) and their group’s insurance company, Virginia Surety Company, Inc ARBN 080 339 957 both of Level 2, 693 Burke Road, Camberwell, VIC 3124.

This Officeworks Extra Cover Plan is not an insurance policy, nor are We insurers. Our Extra Cover Plans are a warranty and service plan supplied by Us in respect of Products We sell. 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 Officeworks Extra Cover Plan. These documents constitute proof of the purchase of this Officeworks Extra Cover Plan. You may be required to produce these documents in the event of a claim.

A separate Officeworks Extra Cover Plan must be purchased for each Product You wish to cover. Each Officeworks Extra Cover Plan will be shown directly below the purchased item/s on Your receipt. The code/s and description/s listed on Your purchase receipt and/or Tax Invoice supplied by the retail store will indicate the term of Your cover.

There are two types of Extra Cover Plan:

  • Replacement Cover Plan
  • Repair Cover Plan

Replacement Cover Plan Terms

A Replacement Cover Plan is only available for a new Product having an Original Purchase Price of $1,000 or less. A Replacement Cover Plan provides a once only replacement of Your Product, or an Officeworks Gift Card, for Mechanical or Electrical Failure which occurs within the Period of Cover subject to terms, conditions and exclusions of the Extra Cover Plan. All Products of value between $500 and $1000 will need to be assessed by Our Nominated Repairer before a replacement or gift card is authorised by Us. The Officeworks Gift Card will be valued up to and shall not exceed the Original Purchase Price You paid for Your Product.

Payment to You or replacement of Your Product shall constitute fulfilment of this Extra Cover Plan and will not transfer to a new Product.

Repair Cover Plan Terms

A Repair Cover Plan is available for a new Product having an Original Purchase Price of over $1,000 and provides repair for Your Product for Mechanical or Electrical Failure which occurs within the Period of Cover, subject to the terms and conditions of the Extra Cover Plan.

Parts used for repairs may be new, used or refurbished in accordance to suitability and availability of supply. All parts used will hold a minimum guarantee period regardless of cover period. If Your Product is covered by the Repair Plan and if Your Product is not economically repairable, We may, at Our sole discretion, choose to replace Your Product with a new, equivalent Product of Our choosing regardless of the original Manufacturer’s policy on replacement. The replacement Product shall be equivalent in specifications to Your original Product and the cost shall not exceed the Original Purchase Price You paid for Your Product.

Due to changes in technology and availability, the replacement Product We supply including whole product changeover in lieu of repair using the Manufacturer’s existing exchange programs may have a lower selling price and is not limited to the original manufacturer brand of Your original Product. Replacement price differences, if any, will not be refunded. If a replacement Product is not available, We will provide You with an Officeworks Gift Card not exceeding the Original Purchase Price of Your Product.

What is not covered?

Officeworks Extra Cover Plans do not cover:

  • Any part/s of Your Product that are supplied with a Manufacturer’s Warranty period of less than three (3) months;
  • Unauthorised repair/s;
  • Defects or design faults that are covered by the Manufacturer or distributor whether or not through the process of a Product recall;
  • Consequential loss of any type;
  • Costs incurred where no Mechanical or Electrical Failure is identified;
  • Normal maintenance costs;
  • Any exclusions outlined in the Manufacturer’s Warranty;
  • Reformatting of the hard disk and/or any data recovery;
  • Mechanical or Electrical Failure of Your Product caused by:
    • Product recalls;
    • Negligence, accidental or deliberate misuse or unauthorised alterations;
    • Infestations of vermin, pests or insects;
    • Accidental damage from any cause; or
    • Rust or corrosion;
  • Repairs to any:
    • Consumables including but not limited to batteries, fuses, filters, bulbs or lamps; or
    • Software, data or removable data mediums caused by the Mechanical or Electrical Failure of Your Product. This includes firmware upgrades, software corruption and/or viruses of any kind.

How to make a Claim

You can claim after the expiration of the Manufacturer’s Warranty period, by calling Our Rescue Crew on 1800 465 713, Monday to Friday 8am to 6pm (EST). You must lodge Your claim prior to the expiration of the applicable Extra Cover Plan and ensure You have Your original purchase receipt and/or tax invoice available. If Your Product is covered by a Replacement Cover Plan and Your claim has been approved, You will need to take Your Product to Your nearest Officeworks store for collection of Your Officeworks Gift Card and disposal of the faulty product. For goods valued between $500 and $1000, You will need to have an assessment carried out by the Administrator’s Nominated Repairer before a replacement or Officeworks Gift Card is authorised by Us. Your claim must be lodged by the customer whose name is shown on the purchase receipt and/or tax invoice. Alternative claimants must be authorised by the customer in writing.

Please note that where Your Product is capable of retaining user-generated data, the repair of Your Product under Your Extra Cover Plan may result in loss of the data. It is recommended that You back-up Your data. User generated data includes, for example, files on a computer hard drive, contact numbers stored on a computing device, songs stored on a portable media player or games saved on tablets.

Our Administrator would love to hear how they could improve their products and services. If at any time You would like to provide feedback, please email rescurcrew.au@thewarrantygroup.com

Dispute Resolution

Should You have a concern relating to the administration of Your Extra Cover Plan You may request that it be dealt with by the supervisor or manager of the Rescue Crew who is directly responsible for that area.

Period of Cover

The Extra Cover Plan cover period commences at the expiration of the original Manufacturer’s Warranty for Your Product. The total combined cover (including both the Manufacturer’s Warranty and the Extra Cover) shall not exceed a maximum of three (3) years.

  Year 1 Year 2 Year 3
Scenario 1 Manufacturer's Warranty (1 year) 2 years Extra Cover
Scenario 2 Manufacturer's Warranty (2 years) 1 year Extra Cover

30 Day Free Look

If You require cancellation of this Extra Cover Plan within thirty (30) days of the Officeworks Extra Cover 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 Officeworks Extra Cover Plan in full. This Extra Cover Plan cannot be cancelled after the 30 Day Period.

Transferability

These Extra Cover Plans can be transferred to a new owner at the sale of Your Product providing written advice from You is forwarded to the Rescue Crew within 7 (seven) days of the transfer of ownership of Your Product. You can contact the Rescue Crew on 1800 465 713 – Monday to Friday 8 am to 6 pm (EST) for more information.

Coverage outside Australia

If Your Product is of a portable nature (e.g. a camera, notebook computer or tablet), it will be covered for any covered Mechanical or Electrical Failure which occurs during the Period of Cover and while You are travelling outside of Australia with Your Product provided the Product remains in Your personal custody. If Your Product is covered under a Repair Cover Plan, You may be required to locate a suitable and convenient repairer outside Australia or New Zealand, provide a quote from the repairer for Our approval, pay for the repair and seek reimbursement under Your Plan when You return.

Whilst outside of Australia, for claims You may use the Extra Cover contact address: rescurcrew.au@thewarrantygroup.com We may, at Our discretion, settle Your claim whilst You are overseas. However, We will only settle the claim in Australian dollars or with an Officeworks Gift Card.

Toll Free Technical Assistance

We can provide You with free advice on technical problems in relation to Your Product.

You can access this benefit by phoning Our Toll Free number in Australia 1800 008 104 during normal business hours (Monday to Friday 9am - 5pm EST). For computers/ notebooks and printers, the technical support is limited to advice in relation to technical problems with Hardware (the computer/notebook or printer itself) and/or the Software supplied when purchased or installed by the Manufacturer.

Manufacturer installed software includes, but is not limited to:

  • Anti-Virus software
  • Operating System (e.g. Windows or Mac OS)
  • Manufacturer hardware related software

We will outsource the advice service to suitably qualified technicians according to Product type. The advice You receive will be based on the latest technical knowledge available at the time, but will not include the engagement of other parties to carry out work or conduct further testing.

‘No Lemon’ Guarantee

If Your Product is covered under a Repair Cover Plan and has been the subject of three (3) separate and distinct repairs that are covered and claimed under that Plan’s Period of Cover and a further repair is assessed by Our Nominated Repairer as being required, We will replace Your Product.

Freight / Delivery

If You live within 25km of one of Our Nominated Repairers and the Product is less than 7 kg in weight (e.g. TVs that are smaller than 32”), You agree to take Your Product to that repairer and pick up the replacement or repaired item at Your own cost.

If You are unable to do this please contact one of our service agents on 1800 465 713.

If You live further than 25 km from the Nominated Repairer or Your Product is greater than 7 kg in weight We will, at Our cost, either arrange freight or delivery.

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.

Repair Period Guarantee

In the event that Your Product is Not Operational, is the subject of a valid claim and to be repaired under this contract, We undertake to have the repair completed within the minimum time possible. If Your repair takes longer than 30 days, We will replace Your Product in accordance with the replacement conditions detailed under the section headed Replacement Cover Plan Terms.

The 30 Day Repair Guarantee commences from the date upon which the repairer receives Your Product and ends on the date upon which the repairer sends to You or makes available Your Product, having completed repairs.

Any period where You are unavailable for Product pickup or delivery will not form part of the 30 Day Repair Guarantee.

This benefit will only apply to repairs completed in Australia.

Loan Product

If you make a valid claim under an Extra Cover Repair Plan, We will make available to You upon request, a loan Product for use during the repair period, if the repair is likely to take longer than ten (10) working days. The loan Product may not necessarily be the same size, brand or have the same specifications as Your covered Product. You must maintain the loan Product in good condition and You will be responsible for any damage to the loan Product. If You wish to utilise a loan Product You will need to make arrangements with Our Administrator on 1800 465 713 Monday to Friday 8am to 6pm (AEST) when arranging Your repair.

Privacy Statement

We comply with the Privacy Act 1988 (Cth) (as amended). We will collect, use and disclose Your personal information for the primary purpose of providing cover under this Extra Cover Plan to You so that we may:

  • Evaluate Your application for the Extra Cover Plan cover;
  • Set the cost of providing the Extra Cover Plan;
  • Properly administer repairs for faulty Products.

Disclosure for this purpose may be made to the Administrator, 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 Extra Cover Plan.

You are entitled to access Your personal information, and may obtain a copy of Our or the Administrators privacy policy, by calling Our Rescue Crew on 1800 465 713. Our privacy policy contains information about how You may access, and (if applicable) seek correction of, personal information collected under this Extra Cover 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. The Administrator 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.

The Administrator may need to disclose Your personal information to others including its related bodies corporate, some of whom may be located overseas (including Asia-Pacific, USA and UK).

Definitions

Administrator: means The Warranty Group Australasia Pty Ltd ABN 37 005 004 446, Level 2, 693 Burke Road, Camberwell VIC 3124.

Manufacturer means the original producer or assembler of the Product.

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 sudden or unforeseen failure of Your Product arising from a Mechanical or Electrical fault.

Nominated Repairer(s): means a repairer who is:

  • Nominated by Our Administrator; and
  • Capable of assessing and repairing Your Product when there is a Mechanical or Electrical Failure. Our Administrator will always advise You of the Nominated Repairer when Your claim has been approved, at the time of lodgement.

Not Operational: means the Product is not able to perform its main function.

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.

Period of Cover: The Extra Cover Plan cover period commences at the expiration of the original Manufacturer’s Warranty for Your Product. The total combined cover (including both the Manufacturer’s Warranty and the Extra Cover) shall not exceed a maximum of three (3) years.

Product: refers to brand new or display model electrical or battery operated machines and gas-lift chairs, as described in the purchase receipt and/or tax invoice.

Rescue Crew: refers to the Administrator’s customer claims team.

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.

You, Your: means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice.