With JB Hi-Fi Extra Care, you'll have peace of mind and certainty that we’ll get you back up and running again if your product is faulty, so you can get back to doing the things you enjoy!
Even if you don’t purchase JB Hi-Fi Extra Care, you may be entitled to a repair or replacement under the Australian Consumer Law (ACL) (even after the manufacturer’s warranty and JB Hi-Fi Minimum Voluntary Warranty period have expired). However, the exact duration of ACL rights is uncertain and do not provide the certainty that JB Hi-Fi Extra Care provides.
Find out more about JB Hi-Fi’s Minimum Voluntary Warranty and your ACL rights in JB Hi-Fi’s “Understanding Your Rights” brochure and through the “Consumer Guarantee” page.
Features included with all plans:
Cover while you’re overseas
Receive cover while you're overseas, for portable devices, provided you obtain pre-approval for any repairs or replacements.
Failures caused by reasonable wear & tear
Cover for failures caused by reasonable wear and tear from normal and intended use of your product.
Technical assistance
Contact the JB Hi-Fi Extra Care administrator for technical support Mon to Fri 9am-5:30pm (AESDT).
15 day cooling off period
You have a 15 day cooling off period, during which you can cancel your JB Hi-Fi Extra Care plan for a full refund.
Transferability
If you sell your product, transferring cover to the new owner is easy. Just notify our JB Hi-Fi Extra Care administrator within 30 days.
Replacement Plan
Coverage
Protection against mechanical and electrical faults on products $1,000 and less.
Period of Cover
Cover commences 12 months after the date of purchase / delivery, and ends 3 years after the date of purchase / delivery.
One-off replacement
If your product purchase price is $1000 or less and has a verified covered fault, we'll provide you with an equivalent product. Or if a suitable equivalent product is not available, you will receive a JB Hi-Fi Gift Card, which can be used in any JB Hi-Fi store, equivalent to the value of your purchase price (not available to use via Business or Education).
Repair Plan
Coverage
Protection against mechanical and electrical faults on products over $1,000.
Period of Cover
Cover commences on the later of the expiry of the manufacturer's warranty and the JB Hi-Fi Minimum Voluntary Warranty period, and ends 5 years after the date of purchase / delivery.
Repair period guarantee
If your product has a verified covered fault and is not fixed within 10 business days of the date on which we receive it or it is assessed on-site, you can request for it to be replaced with an equivalent replacement product.
No lemon guarantee
If your product requires more than two separate and distinct repairs, you can request us to replace it with an equivalent product.
Food spoilage up to $100
If your fridge or freezer is being repaired, you can request to be reimbursed for loss of food (up to $100).
On site repairs for larger items
For larger items, an authorised repairer will come to your location. If your repairs cannot be completed at your location, we’ll arrange pick up and return delivery of your repaired product. In some remote areas, we may request you to contact a local repairer and will reimburse you for the cost of doing so.
Laundry costs up to $100
If your washer or dryer is being repaired and is not repaired within 10 business days of the date on which it assessed by our repair agent, you can request to be reimbursed for laundry costs (up to $100).
Summary of features:
*Cover expires upon first replacement with a new replacement product or payment (including the issue of a credit or JB Hi-Fi gift card).
Frequently Asked Questions
When can I purchase a JB Hi-Fi Extra Care plan?
You can purchase a JB Hi-Fi Extra Care plan at the time of purchase of your primary product.
How do I purchase a JB Hi-Fi Extra Care plan?
You can purchase a JB Hi-Fi Extra Care plans through your AM – just ask our friendly team when making your product purchase!
I’ve already started using my product – can I still add a JB Hi-Fi Extra Care plan?
Unfortunately not, JB Hi-Fi Extra Care plans can only be purchased at the same time as the product you would like to cover.
How does Extra Care work in business?
Your device will be covered for use in your business provided it is used in accordance with the manufacturer’s instructions for use; see full Terms and Conditions for other exclusions and conditions.
Who do I contact if I need Technical Support for my product?
If you have a valid Extra Care Plan, you can contact our JB Hi-Fi Extra Care Administrator on 1800 430 831 for free technical product support. This support is available Monday to Friday 9am – 5.30pm Melbourne time, excluding national public holidays.
If my product is a larger item, can it be repaired on site?
Wherever possible, we’ll aim to repair larger products on site. If your product is not able to be repaired on site, your product will need to be sent to our repair agent. If this occurs, we'll cover the costs associated with the collection to and from the repair agent. In some remote areas, we may request you to contact a local technician. If this occurs, we’ll reimburse you for the cost of doing so.
What does a no lemon guarantee mean?
The no lemon guarantee feature of JB Hi-Fi Extra Care Repair Cover Plans means that if your product has been the subject of two separate and distinct approved repairs under your JB Hi-Fi Extra Care Plan and it requires a third, you can request for it to be replaced! The third fault will need to be confirmed by our authorised repair agent prior to a replacement request being made.
I purchased my JB Hi-Fi Extra Care Plan through JB Hi-Fi Retail prior to October 2023 - what am I covered for and how do I make a claim?
From November 2023 we have moved to our updated our Terms and Conditions. You can access the Terms and Conditions for plans purchased prior to November 2023 here. To make a claim, you still follow the same process - please contact our administrator www.squaretrade.com.au/service-request or call 1800 430 831.
Making a claim
If you purchased JB Hi-Fi Extra Care for Business for your product, are experiencing a fault with your product and are within the period of coverage for your JB Hi-Fi Extra Care for Business plan, please click the ‘Make a claim’ button below to raise your claim with our JB Hi-Fi Extra Care Administrator, SquareTrade. Simply login (or create an account), select the product listed to raise a claim and follow the prompts. The team at SquareTrade will review your case and advise you on next steps. If however, your device is outside the period of coverage of your JB Hi-Fi Extra Care for Business plan, information about your rights in relation to faulty products is available here.
Make a claim
Already have an account manager? Please contact them directly for faster responses
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