Home Essentials FAQ
What does Recertified or Refurbished mean?
Recertified and refurbished have the same meaning. Simply that the product has been returned to the manufacturer for some reason and after a thorough inspection and safety test is deemed to meet all quality and safety standards of a brand new item. These products are then made available to buy from us at greatly reduced prices and still come with a warranty.
Are some refurbished items repaired?
Unlikely. Often the expense of performing a repaired will exceed the value of the product. These items are normally disposed of, however, more expensive items may have had parts replaced to bring it back up to manufacturer specifications.
What does Blemished Packaging mean?
These are items in which the box has been damaged. Often this can happen in transit to and from the manufacturers warehouse or in the warehouse while being handled. These products are safety and quality tested to ensure no damage occurred to the product itself. There may be evidence of testing, water spots in an iron for example. Full warranty still applies.
What if I buy a defective product?
We guarantee that all of our products are working. Should a product be defective, once the defect has been confirmed we will gladly provide an exchange within 90 days of purchase.
Please be aware, that as an outlet store we strive to guarantee the lowest prices possible and are not able to cover any shipping cost to return product to the store. However, we will cover the cost of sending back a replacement unit to you.
If I don't like something that I bought, can I return it?
We are an outlet store. Our primary focus is to save you money. We do this by selling merchandise that the manufacturer can not sell through regular retail channels. They reduce the cost to us so we can guarantee you the lowest price. Since the product is often sold at or below cost, they do not want to see this merchandise back.
Therefore, once you have used a product and it is not defective, there is no return.
Can I get a full refund?
To continually provide the most in-demand household items at the guaranteed lowest price, we make certain concessions with our brand name suppliers. We are not able to return products back to suppliers. A full refund (excluding shipping) is available when the unit is returned to the store unopened, with receipt.
Why am I being asked to pay additional shipping costs?
Remote, rural or hard-to-reach areas, larger/heavier, or multiple boxes, may incur additional shipping fees. We always do our best to ensure that any additional charges are as fair as possible. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges and at that time you will have the option to pay the additional charges or cancel the order.
What happens if my shipment is taken from outside my location?
We try our best to make sure that you receive your order, where possible all of our shipments require a signature and are insured. Unfortunately, insurance does not cover any losses after delivery. When your order is shipped, you will be sent an email with the tracking information, please track your package as it travels to you.
What if I need to make any changes to the delivery?
Once you have received notification that you order is on it's way, please contact the courier directly to make any changes to the delivery. We can send a message on your behalf, but this message is sent via a third part shipping company, so contacting the courier directly will often produce a quicker result.
What happens when my purchase does not match the website description or image?
Home essentials will always make every effort to ensure that the product that you receive will match the images and description on the website. However we are not responsible for any errors or omissions. We may on occasion, substitute your product with one of equal or better value. If this is the case and you longer want the product, please do not use your product and get in touch with the store by using the contact us form by clicking here.
Do your Gift Cards expire?
No, they do not. In addition, we will not reduce their value with any kind of extra processing fees over time.
Where can I use the gift card?
Currently, our gift cards can only be used in-store.
Are your products guaranteed?
Yes, all of our products are guaranteed. The duration of the guarantee will vary with each manufacturer. (click here for our warranty policy)
Do you have an extended product guarantee?
Yes, we have an extended guarantee called PLUS1. It will guarantee a product for one year after the manufacturers warranty has expired. With a couple of exceptions, we will replace or provide a gift card for any defective product covered by the PLUS1. (click here for details). Currently, the PLUS1 is only available in store.
An item I recently bought is now on sale. Will you refund the difference?
Yes, prices are guaranteed for 30 days after purchase.
Do you have a price match guarantee?
Yes, we have our Lowest Price Guarantee. (click here for details)
Can I order over the phone?
Due to privacy concerns and restrictions put in place by our payment processing provider we are not able to take credit card details over the phone. Please call the store in Cookstown if you need assistance placing your order on the website.
Do you offer delivery?
Local delivery may be an option, once you have begun the checkout process and entered your postal code, if available, local delivery will be displayed.
I am entitled to a Native Status tax exemption. How do I claim the exemption?
We can set an exemption up in your online account. Please click here for the steps required.
What if I change my mind once I have ordered?
Once an order has been completed and prior to shipping, please use the contact us page to get in touch and let us know that you would like to cancel the order.
Please note that there will be a 6% charge prior to processing a refund to cover the cost incurred through our payment processing provider and any additional administration cost.
Once an order has been shipped it cannot be cancelled.
What if my product is damaged when it arrives?
At Home Essentials, we make every effort to make sure that your purchase arrives in the same perfect condition that it left our warehouse, we will often open boxes to make sure your purchase is not damaged and will add extra packing to further protect your purchase while in transit.
Unfortunately, there may be an occasion when there is damage in transit and we will do our best to minimise any delays. Our first step is to create a claim with the courier, we then wait until the courier investigation is completed before moving on. As part of that investigation, the courier may pick up the shipment and we will let you know if that is the case.
There are a number of resolutions once the investigation is completed, including a replacement unit, replacing a damaged part or returning the unit to the store.
Please be aware, we are not able to cover any shipping cost to return product to the store, however, we will cover the cost of sending back a replacement unit to you.
No tax deals. Why are the prices online lower than in store?