ENGLAON Shipping Policy. Last updated: February 2026. This Shipping Policy outlines delivery terms, responsibilities, coverage, and conditions for orders placed through ENGLAON. By placing an order, you agree to the terms outlined below. 1. Shipping

Shipping Policy

Dead on Arrival (DOA) Policy. 1. DOA Eligibility Period. A product may qualify as Dead on Arrival (DOA) if:. The 30-day period is calculated from the original purchase date shown on your invoice. 2. What Qualifies as DOA. A product may be considered

Dead on Arrival (DOA) Policy 1. DOA Eligibility PeriodA product may qualify as Dead on Arrival (DOA) if:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">The fault is reported within 30 calendar days from the confirmed purchase date, and</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">The fault is verified as a manufacturing defect following inspection.</li></ul>The 30-day period is calculated from the original purchase date shown on your invoice.2. What Qualifies as DOAA product may be considered DOA where it:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Fails to power on upon initial installation</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Exhibits a hardware malfunction preventing normal operation</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Has a confirmed manufacturing defect</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Has been used in accordance with product instructions</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Has not been altered, modified, or repaired by an unauthorised third party</li></ul>All claims are subject to inspection and verification by ENGLAON or its authorised service provider.3. What Does Not Qualify as DOAThe following circumstances are not considered DOA:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Cosmetic damage reported after installation or use</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Transit damage not reported within 48 hours of delivery</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Damage caused by misuse, incorrect installation, incorrect voltage connection, water exposure, impact, or neglect</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Software configuration issues, app compatibility limitations, Wi-Fi setup issues</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Issues caused by external devices, antennas, cables or third-party accessories</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Change of mind or dissatisfaction with product features</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Image retention or burn-in caused by improper usage</li></ul>These matters may instead be assessed under standard warranty terms and may incur service or freight charges if no fault is found.4. How to Lodge a DOA ClaimCustomers must contact ENGLAON within 30 days of purchase and provide:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Order number or proof of purchase</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Product serial number</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Detailed written description of the issue</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Clear photo and/or video evidence demonstrating the fault</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Photo of product label and packaging condition (if requested)</li></ul>Australia &#x1F4E7; help@englaon.com.au &#x1F4DE; +61 3 9121 3737New Zealand &#x1F4E7; help@englaon.co.nz &#x1F4DE; 0800 005 501Incomplete submissions may delay processing.5. DOA Assessment ProcessStep 1 &#x2013; TroubleshootingOur support team may:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Guide you through diagnostic procedures</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Request additional video evidence</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Conduct remote troubleshooting</li></ul>If the issue cannot be resolved remotely, the claim proceeds to return assessment.Step 2 &#x2013; RMA ApprovalIf approved:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">A Return Merchandise Authorisation (RMA) number will be issued</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">A prepaid return shipping label will be provided (AU/NZ domestic only)</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Return instructions will be supplied</li></ul>Products returned without a valid RMA may be refused.6. Return ConditionsReturned products must:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Be shipped within 5 business days of RMA approval</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Include all original accessories, manuals, cables and remote controls</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Be securely packaged to prevent additional damage</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Be returned in original packaging where available</li></ul>ENGLAON reserves the right to decline claims where returned goods are incomplete or further damaged due to insufficient packaging.7. Inspection &amp; ResolutionUpon receipt, the product will undergo technical inspection.If Confirmed Faulty (Manufacturing Defect)ENGLAON will provide a remedy in accordance with applicable consumer law:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Replacement unit (standard resolution for DOA cases)</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Full refund to original payment method</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Store credit (where agreed)</li></ul>If No Fault Found or Customer-Induced Damage IdentifiedENGLAON may:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Decline the DOA claim</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Return the product at the customer&#x2019;s expense</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Charge a reasonable inspection and/or freight fee</li></ul>8. Replacement &amp; Loan Unit PolicyReplacement TimingENGLAON does not dispatch replacement units prior to receiving and inspecting the returned product.A replacement will only be issued after:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">The original product has been returned, and</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">The fault has been verified as a manufacturing defect following inspection.</li></ul>ENGLAON does not operate an advance replacement program.No Loan UnitsENGLAON does not provide loan units during:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">DOA assessment</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Warranty assessment</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Repair process</li></ul>9. Processing Timeframes<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Assessment typically occurs within 3&#x2013;5 business days of receiving the returned item</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Approved resolutions are completed within 7&#x2013;10 business days</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Replacement stock is subject to availability</li></ul>10. Claim Integrity &amp; VerificationTo ensure fair use of this policy, ENGLAON reserves the right to:<ul type="disc"><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Reject claims involving serial number tampering</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Decline claims involving unauthorised firmware modification</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Verify product activation or usage data</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Request identity verification for high-value claims</li><li style="font-family: &quot;Times New Roman&quot;, Times, serif;">Limit repeated DOA claims on the same customer account</li></ul>False or misleading claims may be investigated.11. Commercial &amp; Bulk OrdersFor business, wholesale or bulk purchases, DOA claims may be subject to separate commercial terms agreed at the time of sale.Consumer Law NoticeOur goods come with guarantees that cannot be excluded under Australian Consumer Law and New Zealand Consumer Guarantees legislation. You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage.If you require assistance, please contact our support team.&#xA0;

Dead on Arrival (DOA) Policy

This policy applies to ENGLAON televisions, Smart Mirrors, and accessories purchased in-store or online. It explains your rights under the Australian Consumer Law (ACL) and our procedures for returning, repairing, or replacing faulty goods. In summar

<div data-scroll-root><main><article tabindex="-1" dir="auto" data-turn-id="c6662b2a-0434-4ece-8bfd-76e0d766a420" data-testid="conversation-turn-16" data-scroll-anchor="true" data-turn="assistant"><div tabindex="-1"><div data-message-author-role="assistant" data-message-id="8526cc17-eaab-4998-83ad-4407edfd8994" dir="auto"><h1 data-start="0" data-end="23" style="text-align: center;" id="englaon-return-policy">ENGLAON Return Policy</h1> This policy applies to ENGLAON televisions, Smart Mirrors, and accessories purchased in-store or online. It explains your rights under the Australian Consumer Law (ACL) and our procedures for returning, repairing, or replacing faulty goods.In summary:<ul type="disc"><li>If a product has a major problem, you may choose a refund or replacement.</li><li>If the issue is minor, we will repair it free of charge, or replace it if it cannot be repaired.</li></ul>To start a return, please contact our Customer Service team with your proof of purchase and details of the issue. Replacement or refund will not be issued until the original item has been received and inspected.DefinitionsMajor Problem (Major Failure)A product has a major problem if:<ul type="disc"><li>A reasonable consumer would not have purchased it if they had known about the issue.</li><li>The product is significantly different from the description or sample.</li><li>The product is not fit for its normal purpose or a purpose communicated before purchase and cannot be easily fixed.</li><li>The product is unsafe.</li></ul>If a major problem occurs, you are entitled to reject the goods and choose a full refund or replacement.Minor Problem (Minor Failure)A minor problem is a defect that does not meet the threshold of a major failure.In this case:<ul type="disc"><li>ENGLAON will repair the product free of charge within a reasonable time.</li><li>If the product cannot be repaired and is still under warranty, a replacement will be provided.</li></ul>Your Rights under Australian Consumer Law (ACL)ENGLAON complies fully with the consumer guarantees under the ACL. These guarantees cannot be excluded.If there is any inconsistency between this policy and the ACL, the ACL will prevail.For a major problem, you may choose:<ul type="disc"><li>A full refund, or</li><li>A replacement of equal value</li></ul>For a minor problem, ENGLAON will repair the product within a reasonable time at no cost.If the product cannot be repaired and remains under warranty, a replacement will be provided.Customers may also be entitled to compensation for reasonably foreseeable loss or damage caused by a major fault.Important Conditions<ul type="disc"><li>A replacement or refund will not be issued until the returned product has been received and inspected at our warehouse.</li><li>ENGLAON does not provide loan units during repair periods.</li></ul>Return Eligibility and ExceptionsReturns may not be accepted if:<ul type="disc"><li>The product was misused or improperly installed.</li><li>The product was not used according to manufacturer instructions.</li><li>The customer was aware of the defect before purchase.</li><li>The product has cosmetic damage that does not affect functionality.</li></ul>This policy does not cover change-of-mind purchases unless otherwise stated.How to Return Your ProductThe detailed step-by-step return instructions, including:<ul type="disc"><li>Packaging requirements</li><li>Shipping instructions</li><li>Required documents</li><li>Return preparation guidelines</li></ul>are available in our support guide:<a href="https://faq-englaon.gorgias.help/en-US/how-to-return-your-product-1150055">How to Return Your Product</a>This guide explains how to safely package your TV and prepare the return to avoid damage during transit.Processing and TimeframesOnce the returned product arrives at our warehouse:<ul type="disc"><li>Inspection is typically completed within 3 business days.</li></ul>If additional diagnostics or repairs are required, we will notify you.After approval:<ul type="disc"><li>The repaired or replacement item will be shipped to you, or</li><li>A refund will be issued to the original payment method.</li></ul>Bank processing times may vary.Warranty HandlingIf the issue is covered by ENGLAON warranty:<ul type="disc"><li>Manufacturing faults will be repaired or replaced free of charge within the warranty period.</li></ul>After the warranty period, ACL rights may still apply depending on the nature of the fault.Customers must provide:<ul type="disc"><li>Proof of purchase</li><li>Warranty documentation</li></ul>Contact InformationFor returns or assistance, please contact ENGLAON Customer Support.Email: help@englaon.com.au &#xA0;Phone: (03) 9121 3737Business Hours: Monday &#x2013; Friday 9:00am &#x2013; 5:00pm (AEST)</div></div></article></main></div>

Return Policy

Monster Electronic Pty Ltd trading as ENGLAON TelevisionABN 99 148 169 519. This Warranty applies to ENGLAON products purchased in Australia and New Zealand. ENGLAON products are designed and manufactured to high standards. This Manufacturer’s Warran

Manufacturer’s Warranty

ENGLAON Return Instructions Guide. To avoid delays or complications, please read and follow the instructions below carefully. This Guide Covers:. • Return for Exchange (Faulty Product) • Return for Refund (Change of Mind) • Important Packaging Requir

ENGLAON Return Instructions GuideTo avoid delays or complications, please read and follow the instructions below carefully.This Guide Covers:&#x2022; Return for Exchange (Faulty Product) &#xA0;&#x2022; Return for Refund (Change of Mind) &#xA0;&#x2022; Important Packaging Requirements (Screen Protection) &#xA0;&#x2022; Mandatory Return Checklist<ol><li style="font-size: 16px;">Confirm Your Return Type</li></ol>Before sending anything back, you must contact <a href="https://faq-englaon.gorgias.help/en-US/contact">ENGLAON Support</a> and receive return approval. Provide:<ul type="disc"><li>Order number / Full name / Reason for return and Photos/videos if applicable</li></ul>Once approved, you will be advised whether your return is:Return for Exchange (Fault Confirmed)If a manufacturing fault is confirmed:<ul type="disc"><li>A prepaid return label will be issued</li></ul>After inspection: &#xA0;We will repair, replace, or refund in accordance with Australian Consumer Law.For fairness and quality control: &#xA0;Replacement units are arranged after we receive and assess the returned product.We do not provide loan units during assessment.Return for Refund (Change of Mind)We accept change-of-mind returns within 30 days of delivery if:<ul><li>Product has not been used or installed</li><li>All accessories are included</li><li>Original packaging is included</li><li>Item is in resalable condition</li></ul>Customer responsibilities:<ul><li>Return shipping costs</li><li>The item must be returned using a trackable service with transit insurance (return shipping is arranged at the customer&#x2019;s risk)If accessories are missing, refund adjustments may apply.</li></ul><ol start="2"><li style="font-weight: bold; font-size: 16px;">Strict Return Timeframe</li></ol>Once return approval is issued:&#x2022; must dispatch the item within 7 calendar days &#xA0;&#x2022; The item must arrive at our warehouse within 14 calendar daysLate returns may be refused.<ol start="3"><li style="font-size: 16px;">Packaging Requirements (Very Important)</li></ol>Most of our products are fragile. Incorrect packaging may cause damage and result in rejection.The customer must ensure<ul><li>Remove all cables and accessories</li><li>Nothing must be placed directly in front of the TV screen.</li><li>TV inside a strong cardboard box (preferably original box)</li><li>Fill empty space to prevent movement</li><li>Seal box securely with tape</li><li>Attach prepaid return label clearly (if applicable)</li></ul>We do NOT accept:<ul><li>Soft satchel bags</li><li>Plastic wrapping without box</li><li>Thin single-layer cartons</li><li>No internal padding</li></ul>&#xA0;<img border="0" width="631" height="370" src="https://attachments.gorgias.help/8X1Bk7d9oyExKgRm/hc/ZPB9rx11oOxWVa3O/2026030205-eac9b1f0-02c2-4d15-b735-a48671e77064-916924b7-695e-440b-9b94-58ce1f9d16ba.jpeg" class="fr-fic fr-dii">Customer Costs &amp; ResponsibilitiesENGLAON does NOT cover:<ul><li>ENGLAON does not supply packaging materials</li><li>Customers may purchase cartons or padding from Australia Post or local suppliers</li><li>Packaging costs are not reimbursed</li><li>Travel, fuel, parking, and personal time costs are not covered</li><li>Change of mind return shipping.</li></ul>If damage occurs because packaging instructions were not followed, we may reject the return.<ol start="4"><li style="font-size: 16px;">Inspection &amp; Refund Timeline</li></ol>Return AddressENGLAON 62 Merri Concourse Campbellfield VIC 3061 AustraliaDo NOT send returns without approval.Once received:&#x2022; Inspection will be completed within 2 business days &#xA0;&#x2022; If approved, refund will be processed within 3 business daysRefund will be made to the original payment method.Shipping fees are non-refundable unless required by Australian Consumer Law.<ol start="5"><li style="font-size: 16px;">Mandatory Return Checklist</li></ol>(Please Print ENGLAON RETURN CHECKLIST, Sign and Include Inside the Box)To avoid delays, this checklist must be completed and included inside the package.&#xA0;<div class="fr-deletable gorgias-file-attachment__wrapper" contenteditable="false"><div>attach_file <a class="gorgias-file-attachment__anchor-name" href="https://attachments.gorgias.help/8X1Bk7d9oyExKgRm/hc/ZPB9rx11oOxWVa3O/2026030205-977fad3e-3d16-477f-a5b5-a8c33961895b-return%20checklist.pdf" target="_blank" rel="noopener noreferrer">RETURN CHECKLIST.pdf</a> 55.4KB</div>close</div> &#xA0;&#xA0;&#xA0;&#xA0;

How to Return your Product

ENGLAON televisions operate on the Google TV / Android TV platform, which provides access to applications through the Google Play Store and other third-party services. The availability, compatibility, functionality, and continued support of applicati

ENGLAON televisions operate on the Google TV / Android TV platform, which provides access to applications through the Google Play Store and other third-party services.The&#xA0;availability, compatibility, functionality, and continued support of applications are determined solely by the respective application developers, content providers, and platform operators (such as Google).&#xA0;These&#xA0;factors&#xA0;are&#xA0;outside the control of ENGLAON.Please&#xA0;note&#xA0;that:&#x2022;&#xA0;Application&#xA0;availability&#xA0;may&#xA0;vary&#xA0;depending&#xA0;on&#xA0;country, region, licensing agreements, and platform policies &#x2022;&#xA0;App&#xA0;developers&#xA0;may&#xA0;modify, restrict, discontinue, or remove applications from&#xA0;the&#xA0;platform&#xA0;at&#xA0;any&#xA0;time &#x2022;&#xA0;Certain&#xA0;applications&#xA0;may&#xA0;not be compatible with specific devices or operating system versions &#x2022; Updates to the Google TV/ Android TV platform or to individual applications may affect ongoing functionalityAccordingly,&#xA0;ENGLAON does not guarantee the availability, compatibility, or continued operation of any specific third-party application on&#xA0;its&#xA0;televisions.Any changes to application availability, performance, or compatibility are the responsibility of the respective application providers or platform operators, and do not constitute a defect of the television product.Where&#xA0;a&#xA0;particular&#xA0;application&#xA0;is&#xA0;unavailable&#xA0;on&#xA0;the&#xA0;television,&#xA0;customers&#xA0;may&#xA0;still&#xA0;be&#xA0;able&#xA0;to&#xA0;access&#xA0;content&#xA0;using&#xA0;alternative&#xA0;methods&#xA0;such&#xA0;as&#xA0;Chromecast (casting from a mobile device) or external streaming devices connected via HDMI.

Third-Party Application Availability Policy

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