FAQ - Frequently Asked Questions when buying appliances online
Q: Do you sell 2nd hand products?
A: NO - we sell Factory 2nd products - not 2nd hand products. Read more about the different conditions and watch our videos here.
Q: How long have you been in business for?
A: Over 35 years!
Q: How do you offer better pricing than the bigger brands?
A: We belong to one of Australia's largest buying group and take advantage of bulk deals.
Q: Where are you based?
A: We have 6 stores in Sydney and Melbourne, our head office and online team are based in Sydney (Cremorne).
Q: Do appliances and other products from 2nds World come with a warranty?
A: Yes. All our products come with full supplier warranty
Q: Who do I contact in case of a faulty product?
A: Please contact us by replying to your order confirmation should your product fail in the first 14 days after delivery. After that the manufacturers will deal with any warranty issues. Some brands use third party repair companies to look after all their Factory 2nd/Refurbished appliances. There will be a warranty card with contact numbers in the box should this be the case. Feel free to contact us if you are unsure who to contact.
Q: Can I choose a delivery date?
A: Yes - with our courier service in Sydney & Melbourne (this is not available with Australia Post/Door to Door Courier).
Q: Is the delivery fee a flat fee?
A: Yes - with our courier service in Sydney & Melbourne we charge a flat fee starting from $49 - no matter how many items you purchase (this is not available with Australia Post/Door to Door Courier or commercial quantities).
Q: Can you remove my old appliances?
A: Yes - for a small fee starting from $20 (this is not available with Australia Post/Door to Door Courier). Old appliances must be disconnected, empty and ready for collection. They will not take appliances full of food, insects and/or water.
Q: Do you take away the packaging?
A: Yes - with our courier service in Sydney & Melbourne (this is not available with Australia Post/Door to Door Courier).
Q: Will your couriers connect my appliance?
A: Yes - our courier service in Sydney & Melbourne (this is not available with Australia Post/Door to Door Courier) will put Fridges and Washers in place and connected them to existing taps/powerpoints (if accessible, excludes fridges which require plumbing). The delivery drivers are NOT qualified to do any plumbing/electrical work and are unable to extend hoses or fix taps. Dishwashers, Dryers, Cooking Appliances, TVs and all other appliances will be delivered only and not connected - you will need to book our installation service for this to occour.
Q: Will the couriers bring my products inside?
A: Yes. Our contractors will make every effort to bring your products inside but may not be able to do so if access is difficult or unsafe. Please note any stairs or other access difficulties (e.g.narrow doors, stairways, steep driveways, laneways) in the checkout comments (this is not available with Australia Post/Door to Door Courier).
Q: Do you deliver interstate?
A: Yes - please check pricing on the product page. The checkout will automatically discount shipping fees for multiple items.
Q: Can I cancel my order if it hasn't been shipped?
A: Yes, we can cancel and refund in full if your item hasn't shipped yet.
Q: Can I return my order for a full refund if I change my mind?
A: Yes - we will provide a full refund if your item is returned unused and it's original packaging. Please note we can not refund delivery charges and it will be your responsibility to pay for the return delivery fee (we can help arrange return delivery).
Q: Can I return a product I used but then realised it wasn't the right product?
A: It depends. Returns of used items will be assesed on a case by case basis. Used products need to go back to the supplier's factory for cleaning and testing and therefor will attract a restocking fee of at least 20%, please contact us for a more detailed assessment should you have changed your mind and already used your product.
Installations (more details: http://www.2ndsworld.com.au/installations)
Q: Do you offer an installation service if I buy my appliances from you?
A: Yes - we can arrange for a professional installer to come and install your new appliances. They will also take away the old appliance and all packaging. The pricing is shown on every product page and only applies to one product. Additional fees will apply for multiple product installations.
Q: Is your installation pricing competitive?
A: Yes - we have been able to negotiate very competitive pricing due to the amout of business we provide to the installers. It will also make the process very simple as the installers will arrange a suitable date with you and deliver and install your appliance on the same day. They will provide you with an estimate time of arrival (normally a 2hour timeframe) via TXT message at least one day prior to the installation.
Q: What is the process if I use your installation service?
A: The installer will arrange a suitable date with you as soon as we book your installation. Most installations are scheduled within 3-5 days of booking and the installer will provide you with an estimate time of arrival (normally a 2hour timeframe) via TXT message at least one day prior to the installation.
Commercial appliance needs
Q: Do you offer bulk deals for commercial or ongoing business?
A: Yes - we have a commercial division which specalises in supplying real estate agents, builders, hotels and other commercial projects in Sydney and Melbourne. Visit the website for more details: http://www.appliancesolutionsdirect.com.au/
At 2nds World we want to ensure that your online shopping experience is quick & easy.
Supa Buy / New Run Out
If you receive an item that fails within the first 14 days, we will swap it free of charge and pickup any delivery charges incurred. If your product is faulty please contact our Customer Service Team to be issued with a Return Authorisation & details on where to send your item.
Factory 2nd / Carton Damaged / Factory Refurbished
If you receive an item that fails within the first 14 days, we will swap it free of charge if we are able to source a direct replacement and pickup any delivery charges incurred. We will refund all charges (including shipping and return delivery) if we are unable to source a direct replacement model. If your product is faulty please contact our Customer Service Team to check if we will replace or refund your purchase and to be issued with a Return Authorisation & details on where to send your item.
All products purchased at 2nds World Online come with a supplier warranty. Your 2nds World Online Tax Invoice will serve as proof of purchase for any warranty claim. Warranty claims should be taken up directly with the manufacturer (except for Samsung which has appointed the Sales Club for all Factory 2nd & Factory Refurbished products) , for a list of manufacturer contact details click here.
All our deliveries are inspected prior to shipping to ensure there is no damage to the product. The package is then security sealed, logged, & bar-coded for GPS tracking. All our deliveries are also fully insured against any damage. If your delivery arrives with any damage, please have the courier immediately note it on their paper work & call our Customer Service Team to arrange a replacement.
*Due to the nature of Factory 2nds & Factory Refurbished products, some items may have slight marks or imperfections. It is a condition of sale that the buyer must be aware that from time to time these may exist. Returns based on marks/scratches/dents or imperfections of Factory 2nd or Factory Refurbished products will not be accepted.
Do I need to setup an account?
By setting up an account you will have a record of all your 2nds World Online transactions, plus the ability to pre-fill all your billing & shipping details. Your online account can be setup once you are in the final stage of the checkout. We recommend an online account for all our frequent online shoppers.
If you are in a rush, you can complete your sale quickly by just entering your email address at the final stage of the checkout. This allows you to by-pass the account setup process & fly through our online checkout.
Can i view the product to check for damage? These products are stored in 'non-customer focused' warehouses. The product is packaged in all the manufacturers original packaging & sealed. Due to this, unfortunately we can not view what the cosmetic damage is, nor does the manufacturer notate the exact blemish or level of refurbish with the product.
Having said this however, Panasonic Factory 2nds are of very high quality & to date we haven’t encountered any units with screen damage or dead pixels. For added Quality Control all screens are inspected by our warehouse personnel prior to shipping.
What is a Factory 2nd? The appliance is in perfect working order, it may have a cosmetic blemish, be factory reworked, an ex display model, or just have a 'tiny ding' incurred during transit.
It is a condition of sale that the buyer must be aware that from time to time these may exist. Returns based on marks/scratches/dents or imperfections will not be accepted. No refunds, credits or replacements are offered if you have changed your mind about the ordered products or make an incorrect choice.
Can I buy online and pickup at my local store?
YES - why not bring your mates ute down to your local store to save a few extra dollars!
1) Simply purchase as normal through the website.
2) In the Delivery Options you can select the store you would like to pick your goods up from (free of charge).
3) Your order will be processed (during business hours), & you will receive a call from our Online Team to confirm your order details. *Please note, you may also be asked a few quick questions, or be sent an email to confirm your online identity.
4) You will be emailed a Sales Order, which will need to be printed out & presented at the store when you pick your goods up.
5) You will need to show Photo ID & also the Credit Card used in the transaction when picking up your goods. *If you will not be the person picking up the goods please inform our Customer Service Team when they call you.
6) Your Tax Invoice will be issued by the store once you pick up the goods.
*We do our absolute best to ensure stock is always available in all stores, however due to circumstances beyond our control we may need to order stock in. All sales are subject to stock availability, & you will be advised immediately by our Online Customer Care Team if there are any stock delays affecting your selection.
What happens if my Product is faulty?
It sounds obvious, but please first check that your product is correctly plugged in and connected. Also, read the installation instructions included in the manual.
A product is considered faulty if it does not work when first taken from its packaging or it shows signs of failure. If your product is faulty please contact our Customer Service Team.
Do you connect white goods?
Yes –if you are in the Sydney Metro area. There is an additional charge and this is determined during the checkout process. Connection will be carried out using existing electricity, gas, water fittings only. The price charged by 2ndsWorld.com.au does not include any modifications or additional carpentry, these are additional charges and will be be quoted by the installer. Please read the Delivery page for further information.
I won't be home, can the delivery be left at my door?
Unfortunately no. All deliveries need to be signed for and photo ID produced to prove your identity. If you will not be home for your scheduled delivery please ring our Customer Service Team .
Do I need to show ID?
Yes. For security reasons all deliveries require a valid Australian photo ID to be presented. Please note that if you do not present a valid photo ID, or the name on your 2nds World Invoice does not match your ID our drivers will not release the goods, and you will be charged for re-delivery.
When ordering a large appliance it is the customers responsibility to measure the door width along with the space its going into. These simple steps will ensure a smooth delivery & that your product will fit in your allocated space.
Is your site safe and secure?
2nds World Online systems and procedures ensure the highest standards of security are used to protect your personal information. Sensitive credit card payment details are never stored on our website or within our internal database system.
In addition, we use Secure Thawte SSL certificates with full 128-bit encryption authentication .This certificate gives you the confidence that you are sending your personal information securely, and to the right place.2nds World Online uses I.P Address logging during the Check Out phase, and also works very closely with the major banks to combat online fraud.
For more information about Website Security please read our Secure Shopping FAQ