This Complaints & Dispute Resolution Policy has been prepared by Budget Whitegoods Pty Ltd, trading as WA White Goods, in accordance with our obligations under Australian Consumer Law, the Australian Competition and Consumer Commission's (ACCC) guidelines for online retailers, Google Shopping programme policies for Australian merchants, and Consumer Protection WA's standards for fair trading.

This policy sets out a clear, structured, and fair process for raising concerns, lodging complaints, and resolving disputes arising from any transaction or interaction with WA White Goods — whether via our website wawhitegoods.com.au, by phone, in store, or through any third-party platform.

Business Details

WA White Goods is committed to handling every complaint with respect, transparency, and genuine intent to resolve the issue fairly. We treat complaints as valuable feedback that helps us improve our products, processes, and customer experience.

Our Core Commitments to Every Complainant

A complaint is any expression of dissatisfaction — whether written or verbal — about our products, services, staff, pricing, delivery, website, policies, or any other aspect of your experience with WA White Goods that you feel has not been handled fairly or correctly, and where you expect a response or resolution.

This is distinct from a general enquiry (where you are seeking information without expressing dissatisfaction) or a product question (where you want advice on a purchase). Both enquiries and complaints are handled promptly — but complaints are recorded formally and reviewed as part of our quality improvement process.

Examples of Issues That Constitute a Complaint

• A product you received is faulty, damaged, unsafe, or does not match its description on our website.
• Your order was not delivered within the agreed or stated timeframe and no adequate explanation or remedy was offered.
• You were charged an incorrect amount or a fee that was not disclosed at the time of purchase.
• A refund, cancellation, or warranty claim was denied, delayed, or handled in a way you believe is inconsistent with your legal rights.
• You experienced rude, unhelpful, or inappropriate behaviour from a member of our team.
• You believe your personal information was mishandled, shared without consent, or used in a way that breaches our Privacy Policy or the Privacy Act 1988 (Cth).
• A product listing on our website was misleading, inaccurate, or omitted material information that affected your purchasing decision.
• You experienced a technical issue with our website that resulted in a financial loss or a failed transaction.
• Our response to a previous complaint or enquiry was unsatisfactory, delayed, or not followed through.
• Any other situation where you feel WA White Goods has not met its legal obligations or has treated you unfairly.

You may lodge a complaint with WA White Goods through any of the following channels. We accept complaints seven days a week during business hours, and via email and our contact form at any time.

Complaint Channels

To help us resolve your complaint as quickly as possible, please provide as much of the following information as you can when you first contact us. The more detail you provide upfront, the faster we can assess your situation and offer an appropriate resolution.

When we receive your complaint, we follow a consistent, structured internal process to ensure it is assessed fairly, documented properly, and resolved within a reasonable timeframe. The following steps describe how your complaint is handled once received.

We are committed to resolving complaints as quickly as possible. The following timeframes represent our targets for each stage of the complaints process. For complex complaints requiring investigation, we will keep you informed of progress and any expected delays.

When Timeframes May Extend

• The complaint involves a third-party assessment (e.g. a technician inspection of a faulty appliance) that requires scheduling and completion before we can reach a conclusion.
• We are awaiting information from you that is necessary to assess the complaint — the clock pauses while we wait for your response.
• The complaint involves a payment dispute or chargeback initiated through a third party (e.g. your bank or Afterpay), which has its own investigation timeline.
• The complaint is exceptionally complex and requires senior management review or legal consultation.

Depending on the nature and outcome of your complaint, we may offer one or more of the following remedies. Where your complaint relates to an ACL consumer guarantee failure, the available remedies are determined by the ACL — not solely by our discretion.

Complaints about product quality, faults, or safety are the most common type of complaint received by WA White Goods, and they are governed directly by the Australian Consumer Law's consumer guarantee provisions. These rights apply regardless of whether the product is new, reconditioned, or second-hand — though the standard of "acceptable quality" takes the disclosed condition into account.

Second-Hand & Reconditioned Goods — Important Context

All of our products are sold as reconditioned or second-hand appliances. Our product listings include a condition rating that clearly discloses the expected state of the item. Under the ACL, goods must be of acceptable quality having regard to their disclosed condition and price. This means:

• Cosmetic imperfections, minor surface marks, or wear consistent with the disclosed condition rating are not considered faults for ACL purposes.
• Functional failures — the item does not turn on, does not perform its primary function, or behaves unsafely — are ACL-covered faults regardless of the condition rating.
• Damage that was not disclosed in the product listing (and that goes beyond normal wear for the stated condition) may constitute a misdescription, which is an ACL-covered issue.

How to Lodge a Product Fault Complaint

1. Stop using the item if it is behaving unsafely, sparking, overheating, or otherwise poses a risk to persons or property. Safety is the absolute priority.
2. Contact us by phone on +61 424 260 450 or email [email protected] with your order number and a description of the issue.
3. Take photos or video of the fault and attach them to your email. This significantly accelerates our assessment and is often sufficient for us to determine the outcome without requiring the item to be returned first.
4. We will assess your complaint within 2–5 business days of receiving all required information and advise you of our decision and the remedy available to you.
5. If a physical inspection is required, we will arrange collection of the item at our cost. You will not be required to pay for return shipping for faulty goods.
6. Once the fault is confirmed, your chosen remedy (refund, replacement, or repair) will be implemented promptly in accordance with the ACL.

Delivery-related complaints — including late delivery, incorrect items received, items damaged in transit, or failure to deliver — are taken very seriously. We are responsible for the safe and timely delivery of your order to the address you provided, and we will address any delivery failures promptly.

Common Delivery Complaint Scenarios

If you believe you have been charged an incorrect amount, charged a fee that was not disclosed at the time of purchase, or overcharged compared to the price shown on our website, please contact us immediately. Pricing and billing accuracy is a core obligation under Australian Consumer Law.

Types of Pricing & Billing Complaints We Handle

• Incorrect charge: You were charged a different amount to the price shown at checkout or in your order confirmation email.
• Undisclosed fee: A fee was applied that was not communicated to you during the purchase process (e.g. a delivery surcharge that was not shown at checkout).
• Double charge: You have been charged more than once for the same order.
• Refund not received: You were told a refund was issued but it has not appeared in your account within the stated timeframe.
• GST discrepancy: The GST amount shown on your tax invoice does not match the amount charged, or a tax invoice has not been issued when one was requested.
• Afterpay instalment issue: You believe your Afterpay instalments do not match the agreed order total, or instalments continued after a cancellation was confirmed.

What to Do

Contact us with your order number, the amount you were charged, and the amount you believe you should have been charged. Where possible, attach a screenshot of the price shown at the time of purchase and a screenshot or statement showing what was charged. We will review your complaint, compare it to our payment records, and — where an overcharge is confirmed — issue a refund of the overpaid amount within 5 business days.

WA White Goods holds its team members to high standards of professional conduct, respectful communication, and customer-focused service. If you have experienced poor service, rude or inappropriate behaviour, unhelpful responses, or any conduct from a team member that you feel fell below an acceptable standard, we want to know.

What to Include in a Staff Conduct Complaint

• The date and approximate time of the interaction.
• The channel through which the interaction occurred (phone, email, live chat, in person, etc.).
• The name of the staff member involved, if known. If not known, any identifying information such as their description or the reference number of a conversation.
• A factual description of what was said or done that you found inappropriate, unhelpful, or unacceptable.
• The outcome you are seeking — e.g. an apology, confirmation that the matter has been addressed internally, or both.

How We Handle Staff Complaints

All staff conduct complaints are reviewed by our management team — not by the staff member involved. The review is confidential and conducted with fairness to both the customer and the employee. We will:

1. Acknowledge your complaint within 2 business days.
2. Conduct an internal review of available records (call recordings, email history, chat transcripts) relevant to the interaction.
3. Provide a formal written response within 10 business days, including our findings and any actions taken or planned.
4. Where the complaint is upheld, offer a genuine written apology and confirm the internal remedial action taken (without disclosing confidential employee information).

WA White Goods is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) in relation to the collection, use, disclosure, and storage of your personal information. If you believe we have mishandled your personal data, you have the right to lodge a privacy complaint with us and — if unresolved — with the Office of the Australian Information Commissioner (OAIC).

Types of Privacy Complaints

• Your personal information was collected without your knowledge or consent.
• Your personal information was disclosed to a third party without your consent and without a lawful basis for doing so.
• You requested access to your personal information held by us and were denied access without a valid reason.
• You requested correction of inaccurate personal information and the correction was refused or not actioned.
• You believe we have used your personal information for a purpose not covered by our Privacy Policy or not permitted under the APPs.
• You received unsolicited marketing communications from us that you did not consent to, or were unable to unsubscribe from our mailing list.
• You believe your personal information has been compromised as a result of a data breach involving our systems.

Privacy Complaint Process

To lodge a privacy complaint, please email [email protected] with the subject line "Privacy Complaint". We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 30 days — consistent with our obligations under the Privacy Act.

If you are not satisfied with our response to a privacy complaint, you may escalate to the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Postal address: GPO Box 5218, Sydney NSW 2001

If your complaint is not resolved to your satisfaction through our initial process, we support a clear and structured escalation pathway. The following stages should be followed in order — though you are always free to escalate to an external body if you believe your ACL rights are being denied or if our response has been unreasonably delayed.

You have the right to contact any of the following external bodies at any time — they are independent of WA White Goods and can provide you with free information, guidance, mediation, and formal dispute resolution services. We fully support your right to engage these bodies.

Additional Bodies & Resources

• Office of the Australian Information Commissioner (OAIC): For privacy and personal data complaints — www.oaic.gov.au | 1300 363 992
• Afterpay Customer Support: For Afterpay-specific payment or instalment disputes — help.afterpay.com
• Google Shopping Support: For purchases made through Google Shopping where you experience issues with a merchant — support.google.com/shoppingpurchases
• MoneySmart (ASIC): For financial guidance on your consumer rights in payment and refund disputes — moneysmart.gov.au
• Small Business Commissioner WA: Not applicable to consumer disputes, but available if you are a business customer with a B2B dispute — www.smallbusiness.wa.gov.au

WA White Goods participates in Google Shopping as an Australian merchant. Google's Shopping programme has specific requirements for merchant conduct, product listings, and customer dispute resolution that we are required to comply with. This section explains your rights and the available dispute mechanisms when you make a purchase via Google Shopping.

Google Shopping Programme Requirements — Our Compliance

• Accurate Product Data: All product listings on Google Shopping accurately reflect the item's condition, price (inclusive of GST), availability, and description. We update our product data regularly to ensure accuracy.
• Clear Returns & Refunds Policy: Our returns, refunds, and cancellation policies are clearly published on our website and comply with Australian Consumer Law. Google Shopping requires merchants to have and honour a published returns policy.
• Transparent Pricing: The price displayed on Google Shopping matches the price at checkout, including all taxes. No hidden fees are applied after the Google Shopping listing price.
• Accurate Delivery Information: Delivery timeframes and costs displayed on Google Shopping reflect our actual delivery capabilities and are kept up to date.
• Prohibited Listings Compliance: We do not list any items prohibited under Google's Shopping policies or Australian law, including goods that are unsafe, counterfeit, or subject to sale restrictions.

If You Have a Dispute About a Google Shopping Purchase

If you purchased a product through a Google Shopping listing and have a complaint or dispute, the recommended process is:

1. Contact WA White Goods first — as described in Section 4 of this policy. The majority of issues are resolved directly with us quickly and without the need to involve Google.
2. If we are unable to resolve your complaint, you may contact Google Shopping Support at support.google.com/shoppingpurchases. Google can assist with disputes involving merchants on their platform and may be able to facilitate a resolution or escalation.
3. If the dispute relates to a payment made through Google Pay, you may also be able to raise a dispute through your Google Pay account or your underlying payment card's chargeback process.
4. For any matters involving Australian Consumer Law violations that arise from a Google Shopping transaction, Consumer Protection WA and the ACCC are available as external escalation bodies — regardless of whether the purchase was made through Google Shopping or directly from our website.

Customers who pay via Afterpay have access to an additional layer of dispute resolution through Afterpay's own customer support process, in addition to their rights against WA White Goods under Australian Consumer Law.

Dispute Process for Afterpay Customers

1. Contact WA White Goods first. For issues with your order — such as faults, non-delivery, or misdescribed goods — contact us directly. We can process refunds through Afterpay's system to cancel remaining instalments and refund paid instalments.
2. Contact Afterpay Customer Support if the dispute relates specifically to your Afterpay account, your instalment schedule, a charge that appears incorrect in your Afterpay account, or if we have confirmed a refund but Afterpay has not processed it. Visit help.afterpay.com or use the Afterpay app.
3. Afterpay Dispute Resolution: Afterpay has a formal dispute resolution process for unresolved issues with merchants. If Afterpay is unable to resolve your dispute, they are required to direct you to the appropriate external dispute resolution body — which, for financial product disputes in Australia, is the AFCA (see Section 15).

Key Points for Afterpay Users

• A confirmed cancellation or refund from WA White Goods does not immediately stop Afterpay instalments — contact Afterpay as soon as a cancellation is confirmed with us to prevent unnecessary instalment charges during the refund processing period.
• Your ACL rights are fully preserved regardless of your payment method — Afterpay does not reduce or limit your rights against WA White Goods as the seller.
• Refunds via Afterpay typically take up to 10 business days from the date WA White Goods submits the refund for the funds to appear back in your account or for instalments to be cancelled.
• Afterpay late fees that accrue during a dispute period are between you and Afterpay — WA White Goods cannot waive or reverse Afterpay fees, but we will provide documentation to support your dispute with Afterpay if needed.

A chargeback is a process where you ask your bank or card issuer to reverse a payment made to a merchant. It is a separate mechanism to a refund from WA White Goods and is governed by the terms of your payment card and your card network's rules (Visa, Mastercard, or American Express). You have the right to initiate a chargeback under certain circumstances, and WA White Goods acknowledges this right.

When a Chargeback May Be Appropriate

• You paid for goods that were never delivered and WA White Goods has not issued a refund within a reasonable timeframe.
• You received goods significantly different from what was described, and WA White Goods has refused to provide a remedy that you are legally entitled to under the ACL.
• An authorised refund from WA White Goods has not appeared on your statement within the expected timeframe and the issue cannot be resolved with us directly.
• An unauthorised transaction appears on your card statement that you did not make.

Important Information About Chargebacks

• You should generally attempt to resolve the dispute with WA White Goods before initiating a chargeback — most card networks and banks require evidence that you have attempted to resolve the dispute with the merchant first.
• Chargebacks have time limits set by your card network — typically 120 days from the transaction date (Visa) or a similar period (Mastercard, Amex). Check with your bank for specific timeframes.
• WA White Goods will cooperate fully with chargeback investigations and will provide all relevant documentation (order records, delivery confirmation, correspondence) to our payment processor. We will not dispute a chargeback where your ACL rights clearly support the reversal.
• Fraudulent chargebacks — where a customer initiates a chargeback having received goods as described and in acceptable condition — may constitute fraud and can be reported to authorities. We assess all chargeback disputes carefully and fairly.

Nothing in this Complaints & Dispute Resolution Policy limits, restricts, modifies, or excludes any right or remedy that you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable Australian law. Your statutory rights as a consumer are guaranteed by law and cannot be waived by any policy, term, or condition of WA White Goods.

Key ACL Consumer Guarantees That Always Apply

Seeking Independent Advice

If you are unsure of your rights in a particular situation, we encourage you to seek free, independent advice from:

• Consumer Protection WA: www.commerce.wa.gov.au/consumer-protection | 1300 30 40 54
• ACCC Consumer Helpline: www.accc.gov.au | 1300 302 502
• Legal Aid WA (for legal advice): www.legalaid.wa.gov.au | 1300 650 579
• Community Legal Centres WA: www.clcwa.org.au — Free legal assistance for consumers in financial hardship.

If you have any questions about this Complaints & Dispute Resolution Policy, wish to lodge a complaint, or need guidance on your rights as a consumer, please reach out to us through any of the channels below. We are available seven days a week during business hours and are committed to providing clear, helpful, and timely responses.

Related Policies — Your Complete Rights Framework

This policy works together with all of our supporting policies to provide you with a comprehensive understanding of your rights and our obligations as an Australian online retailer: