Frequently asked questions

At Value House, Factory Second is an umbrella term for an appliance that is not sold as brand new. It can include damaged packaging, refurbished, dented, repaired or ex-display items. A more specific condition may be listed, but an item labelled Factory Second can have any of these conditions. Contact the store with the model number for details about the actual unit.

The general warranty is one year. ASKO and AEG appliances generally have two years, and selected products, including some AEG appliances, have three years where specified on their warranty paperwork. Check the individual listing and the paperwork supplied with your appliance for its exact coverage.

Contact Value House and we will advise the next steps. Electrolux, AEG, Westinghouse and ASKO generally prefer customers to contact their service team directly. Claims for CASA, Yokohama, Samsung, Hisense, Fisher & Paykel, Haier, LG and Smeg are generally arranged through Value House.

Have your order number ready, along with a description of the fault and any relevant photos or videos. Your order number is on the receipt emailed at purchase. If you cannot find it, contact the store with other proof of purchase so we can help locate the order.

Website photos are general model photos. To request photos of the actual unit and advice about its condition, contact the store and provide the model number. Do not assume the general photos show the exact unit or all of its cosmetic marks.

Value House relies on testing by the manufacturer or the service centre from which the appliance was purchased. We do not independently test appliances in our warehouse.

Factory Second appliances may be missing accessories, installation kits or other parts. Contact Value House with your order number, model and details of what is missing. We will arrange the relevant missing item at our cost.

There is no fixed lead time for sourcing a missing accessory or part. Contact the store for the current position. If a part cannot be sourced, we will work with you on a suitable solution.

No. Customer orders are limited to appliances currently listed and in stock. If a model is out of stock, please choose an available alternative or contact the store for help.

No. Value House does not source unlisted models on request. Please choose from the listed, in-stock appliances on our website.

Contact Value House with your order number and clear photos of the damage so the store can assess the issue and advise the next steps.

Our main delivery areas are Greater Sydney, Newcastle, the Central Coast, the South Coast, the Blue Mountains and Canberra. Coverage depends on the postcode and appliance. Check your postcode at checkout or contact the store; not every postcode in these regions is automatically covered.

Delivery is generally estimated at up to three days around Sydney and up to one week for farther areas. The store will contact you to arrange a date. These are estimates, and your delivery date must be confirmed.

The store will call after you place your order to schedule delivery. Please keep an eye on your phone. If you do not answer, a message will be left. If you prefer a particular date, include it in the purchase notes at checkout; your preferred date is a request and needs store confirmation.

You will receive a text message advising a delivery time window. In most cases the driver will call before delivery or on arrival. Please keep your phone available.

Select Pickup at checkout and wait for the store to contact you, or contact us through purchase notes, email, a message, WhatsApp or phone. Wait until we confirm that the appliance is ready before travelling. The store will provide the collection address once the item is ready. Pickup is by appointment.

Customers are not permitted inside the warehouse. Contact the store with the model number and we can provide photos and advice about the actual item’s condition. Collection is by appointment after the store confirms the item is ready.

Stairs delivery costs an extra $10 per appliance. There is no stairs surcharge for suitable lift access or downstairs delivery. Postcode delivery fees are separate, and the cart shows the applicable access charge.

Yes, for a suitable downstairs or ground-floor delivery with written authorisation. Authorisation must be recorded on the order or invoice, or provided by text message before the item is left. Give clear instructions for a safe location. You accept the risks associated with the authorised unattended delivery.

Installation and old-appliance removal cannot be carried out without someone present. If you change an existing booking to an authorised unattended delivery, contact the store: the installation and removal services will be cancelled and their paid fees refunded. At checkout, choose appliance-only delivery if nobody will be there.

The delivery will be rescheduled and a redelivery fee may apply. The store decides the applicable redelivery charge; contact us to arrange the next delivery.

Basic installation is available for eligible washing machines, dryers and fridges for a small additional fee where a straightforward connection is possible using suitable existing connections, without a plumber, electrician or technician. Select the relevant option at checkout and check the current price. Extra work and specialist installation are separate.

Work requiring a technician, plumber or electrician has an additional cost and is subject to team availability. It is arranged separately from delivery and may take around another week after delivery. Required extra work, such as cabinetry or benchtop cutting or additional wiring, costs extra and must be quoted and agreed before work starts. Licensed work must be carried out by an appropriately licensed person.

Fully integrated fridges and dishwashers require a special shop quote based on the appliance, work required and travel distance. A quote request is not a confirmed installation booking and no installation fee is collected for the request. Contact the store to discuss the scope and price.

Installation may be declined because of distance, unsuitable conditions, extra work or installer availability. If you decline necessary extra-work charges, the installation may not proceed. The paid fee for an installation that is not supplied will be refunded.

Yes. Select old-appliance removal at checkout; it costs $10 per item. The old item must be disconnected and ready for collection, empty, accessible and free from pests. For delivery-only orders, drivers collect a prepared item at delivery. If the drivers are carrying out installation, they remove it during that visit. If a technician is carrying out installation, the technician collects it at the installation visit rather than the delivery drivers.

We accept bank transfer, PayPal and credit card through PayPal guest checkout. Follow the available options and instructions shown at checkout.

Pay within two hours of placing a new online bank-transfer order. An unpaid order is cancelled after its payment deadline. Use the order number as your payment reference and check the exact deadline on your confirmation. The store manually checks that the money has been received before changing the order from Pending to Processing. Contact the store before paying an expired order.

Send a payment screenshot through WhatsApp or email, or message the store to say the transfer has been made. Include the order number. A screenshot or message is not confirmation that funds have arrived: payment is confirmed only after the store checks the money received.

Contact the store to discuss a deposit and the arrangements for your order. There is no standard deposit amount or automatic payment plan promised through the chatbot.

Contact the store to discuss a discount. Messaging the sales team on WhatsApp is the best option; have your model numbers ready. Any discount needs store approval.

We do not generally accept change-of-mind returns, including where an item is as described but does not suit your personal preferences, or where you measured incorrectly. The store may approve an exception. Request an exception within one day of delivery and keep the item in exactly the condition it was in when it left our warehouse. Approved discretionary returns attract a 20% restocking fee based on the amount paid for the returned appliance, plus applicable delivery and collection costs.

For an approved discretionary change-of-mind return after delivery, the original delivery charge is not refunded. If original delivery was free, its delivery cost is deducted from the refund: approximately $80 for a big item or $40 for a small or medium item. Collection is an additional charge decided by the store for the arrangement. Ask the store to confirm all deductions when arranging the return.

Contact the store to cancel. A voluntary change-of-mind cancellation is subject to a fee of up to 20% of the amount paid for the affected appliance, limited to reasonable cancellation costs and only where lawfully applicable. A paid delivery charge is refunded if cancelled before delivery. No cancellation fee applies to the automatic expiry of a completely unpaid bank-transfer order.

Arrange delivery or collection within a maximum of two months. After that, the order may be cancelled under the applicable cancellation terms, or storage may continue at $100 per order per month by arrangement with the store. Do not rely on an additional reminder: contact the store before the holding period ends. Review these terms before purchasing and ask us if you need clarification. Storage fees and cancellation deductions do not apply to delays caused by Value House.