Terms and conditions

ASKO AUSTRALIA PTY LTD TERMS AND CONDITIONS
EFFECTIVE FROM March 2025

1.1          "Agreement" refers to any agreement, order, contract, or security agreement entered for the sale and/or supply of products and services by ASKO to the customer. The terms and conditions of such an agreement shall (subject always to these Terms) be contained in:

1. These Terms.
2. Any Quotation.
3. Any Order that is accepted by ASKO.
4. Any Order Confirmation.
5. Any invoice provided by ASKO to the Customer; and
6. Any other additional terms agreed upon in writing by ASKO.

An agreement between ASKO and the customer for the purchase of specified products is established once ASKO issues an order confirmation.

 

The Agreement covers the repair and servicing of the Customer's ASKO product, including the provision of necessary parts and labour.

1.2          From time-to-time Occasionally, ASKO will run special offers and/or promotions. Different terms and conditions may apply to products included in these promotions or offers.

2. PRICE

2.1          The Price payable by the Customer to ASKO for the Product/s or Services is the price specified in the Order Confirmation (Price).

2.2          Service Charges; The cost of service, including parts and labour, will be as specified in the invoice provided to the Customer. This invoice reflects the total amount due for the service provided.

3. PAYMENT

3.1          Subject to clause 3.2 a 25% security deposit is payable when the order is placed.

3.2          Payment for all ASKO Display, Clearance, Runout stock orders must be made in full at the time of order placement, and the requested delivery date for the product(s) must not exceed 14 days. 

3.3           Payment for ASKO orders except clause 3.2, the remaining balance must be paid no later than fourteen (14) days before the delivery date. 

 

3.4           Orders will be automatically cancelled if full payment is not received within 365 days from the order date, and ASKO may charge a cancellation fee as outlined in clauses 4.

3.5          For orders involving multiple products delivered on different dates, the full price for each product is due 14 days before its delivery date.

3.6          Service/repair payment is required at the time of service completion. ASKO accepts payments via credit card (Visa, MasterCard, American Express) and debit card. Cash and cheque payments are not accepted.

4. CANCELLATION FEE

4.1           If an order is cancelled after 365 days, all received funds will be refunded minus cancelation fee as clause 4.3. 

4.2          If the customer receives the order and subsequently cancels it for any reason, a restocking fee of 20% will apply, regardless of whether the item is in its original packaging or out of packaging. You acknowledge that this fee is a reasonable charge to compensate ASKO for any resulting loss and damage caused by the cancellation.

4.3          A cancellation fee of $200 may apply if your order is cancelled due to a change of mind or if delivery is not accepted within the timeframe specified in Clause 3.4 .

5. DEFAULT IN PAYMENT

5.1          If the Customer fails to make any payment to ASKO when due then, without limitation or prejudice to any other right which is available to ASKO:

a)            all amounts owing to ASKO by the Customer, whether due for payment, become immediately payable by the Customer with-out the requirement of any notice to the Customer.

b)            ASKO may charge the Customer interest on any sum due at the rate of fifteen percent (15%) per annum, calculated daily from the due date(s) for payment until the date on which payment is received in full.

c)            the Customer must indemnify ASKO for, and pay on demand, all reasonable costs and expenses incurred by ASKO in relation to the outstanding debt; and/or

d)            upon reasonable notice by ASKO, return the Product/s to ASKO or permit a representative of ASKO reasonable access to the location of the Product/s to repossess the Product/s.

 

5.2          Service/Repair Payments: If payment is not received when due, ASKO reserves the right to charge interest on the outstanding amount at a rate of 15%. The Customer is also liable for any costs incurred by ASKO in recovering overdue payments.

6. DELIVERY

6.1          ASKO Display, Clearance, Runout stock orders must be collected or delivered within 14 days of ordering.

6.2          Orders (excluding those under clause 6.1) must be settled, paid for, and delivered within 365 days of the order date. Full payment is required no later than fourteen (14) days prior to delivery. Orders not settled and delivered within this timeframe will be automatically cancelled, and ASKO will charge a cancellation fee as per clause 4.

6.3          If the delivery location is outside metropolitan Melbourne, Sydney, Adelaide, Perth, or Brisbane, ASKO may specify a collection point or choose to deliver to a non-metropolitan area.

6.4          ASKO will handle the delivery in accordance with these terms and conditions. The risk of loss or damage transfers to the customer upon delivery, though ASKO will remedy any damage reported within 14 days, provided the product(s) have not been installed.

6.5          The delivery date will be the one specified in the order or as later agreed upon by the customer and ASKO.

6.6           Subject to clause 6.7 the estimated delivery date will be the same will be the date specified in the Order Confirmation.

6.7          If the model of any ordered Product is discontinued, superseded, or not available for delivery on the Delivery Date, ASKO will notify the Customer prior to the Delivery Date that: 

        a) ASKO is prepared to instead supply a model of equivalent or superior standard and specify that model and any addition to the Price for the model change; or

        b)  there is no equivalent model available, and this Agreement is therefore terminated with immediate effect. Any amounts previously paid by the Customer in relation to that Product under this Agreement will be refunded. The Customer’s rights are limited to this refund and, further, the Customer releases ASKO from all Liability incurred because of such termination of any Agreement. 

6.8          If the Customer accepts ASKO’s offer of an alternative product in accordance with clause 6.7(a), the Product/s and the Price will be taken to be varied according to ASKO’s offer under that clause.

6.9          If the customer agrees to a substitute model in accordance with clause 6.7a the product(s) and price will be adjusted accordingly. If the offer is declined, the agreement will be terminated immediately without penalty.

6.11         The customer must be present to accept delivery at the arranged time. If the customer is unavailable, a re-delivery fee must be paid for a new delivery time/date.

6.12         If the customer changes their mind after accepting delivery or collecting the product(s) (including incorrect orders), ASKO may allow returns and provide replacements at its discretion. The customer will be charged:

    a) A 20% restocking fee; and

    b) Any price difference between the returned and replacement product(s).

6.13       If the customer:

    a) Fails to accept delivery,

    b) Fails to accept delivery within 30 days of notification, or

    c) Fails to collect the product(s) as per clause 6.5 within 30 days of notification,

ASKO may terminate the agreement with 5 business days' notice and charge a cancellation fee as per clause 4.

6.14 If, after making reasonable attempts, ASKO is unable to contact the customer to arrange delivery or collection, ASKO may terminate the agreement with 30 days' notice and charge a cancellation fee as per clause 4. 

7. PRODUCT INSTALLATION

7.1          ASKO can arrange the installation of ASKO washing machines, tumble dryers, dishwashers, and stacking kits delivered to customer locations within the metropolitan areas of Melbourne, Sydney, Adelaide, Perth, and Brisbane, provided necessary services are available and no structural work is required ("ASKO installation").

7.2 Applicable fees and charges for ASKO installation will be provided and agreed upon with the customer before any installation takes place.

7.3 ASKO recommends that products be installed according to the ASKO installation instructions provided with each product. Non-compliance with the installation manual may affect the ASKO warranty mentioned in clause 9. An ASKO installation ensures compliance with the instruction manual. Service fees and charges will apply if ASKO or an

ASKO Service Agent is requested to verify or rectify the installation of a product installed by another party.

7.4 ASKO is not responsible for any loss or damage to products resulting from installations performed by parties other than ASKO or an ASKO Service Agent.

An ASKO Installation Includes:

-              Unpacking and preparing appliance(s) for installation (including removal of protective film).

-              Removal of packaging materials.

-              Inspection of appliance(s) for any existing damage or defects.

-              Inspection of facilities before starting.

-              Installation of ASKO stacking kits.

-              Connecting the appliance(s) to existing electric and/or water service (connections must be within 1.5m of the product and water valve (tap) is ¾ inch male thread).

-              Placing the appliance in the designated space.

-              Leveling and securing the appliance.

-              Testing the appliance for proper performance and providing a functional user demonstration.

-              Disposal of existing appliance(s) upon request (additional fees/charges may apply).

An ASKO Installation Does Not Include:

-              Structural or flooring work, including removal of access doors, securing a plinth, or modifying cabinetry, kick panel, or door panel.

-              Fitting of reducer valves, plumbing, or electrical works.

 

7.6          Before the ASKO installation date, the customer must ensure all required plumbing and electrical works are completed. Connections to the mains water supply must include a mains stopcock with a ¾ inch thread.

7.7          The customer should inspect the installation site to ensure it is free of defects or obstructions and that existing appliances are removed from the designated space before installation.

7.8          The customer must inform ASKO of any potential obstructions or issues that could hinder the installation, such as:

-              Access obstructions

-              Lack of power or proximity to the power inlet

-              Lack of water or proximity to the water inlet

-              Ongoing work at the premises

-              Hazardous materials or substances on-site

-              Flooring deficiencies

8. OWNERSHIP AND RISK

8.1.        Legal and equitable title to the products passes to the customer upon ASKO's receipt of full payment for all amounts owed, including any invoice relevant to the agreement.

 

8.2.        Notwithstanding clause 8.1, all risk of loss or damage to the products, as well as all insurance responsibility for theft, damage, or otherwise, passes to the customer when the products are delivered or otherwise enter the customer's possession or control.

9. WARRANTY

9.1. ASKO guarantees its products and services in accordance with the Australian Consumer Law and, subject to the limitations and exclusions set out in this clause, further warrants that:

    a) ASKO products or services ordered for use in a commercial environment will be free from defects in material and workmanship for a period of three (3) months from the delivery date (ASKO Commercial Warranty); 

      b) All other products or services will be free from defects in material and workmanship for a period of twenty-four (24) months from the delivery date (ASKO Warranty).

9.2.         To the maximum extent permitted by law, the ASKO Warranty and the ASKO Commercial Warranty will not apply if the Products or Services are:

a)            damaged through misuse, including, but not limited to when the Products or Services are: 

i.              used for purposes for which the Product or Service was not sold or designed.

ii.             operated on an electrical, water, gas, or other power supply, which is incorrect, defective or which otherwise exceeds the ratings specified on the rating plate of the Products or Services.

iii.            incorrectly stored, mounted, subjected to a severe climate or simi-lar corrosive or hazardous influence.

iv.           not maintained or serviced as re-quired in the written materials provided with the Products or Services.

v.            operated when known to be defective. 

vi.           used in any way contrary to any written instructions for use provided by ASKO.

b) installed, altered, modified, or repaired by anyone other than ASKO or an ASKO Approved Service Agent.

c) damaged because of normal wear and tear.

d) damaged because of improper maintenance or neglect or otherwise because of not being maintained in accordance with ASKO’s care and maintenance recommendations.

9.3.         For the avoidance of doubt, the ASKO Warranty and ASKO Commercial Warranty may not be extended.

9.4.         The Customer may claim on the ASKO Warranty or the ASKO Commercial Warranty   as follows:

A. Provide ASKO with details of the claim on the relevant warranty.

B. proof of original purchase; and

C. your name, address, email address (if you have one) and telephone number, to the authorised retailer or reseller from whom you originally purchased the Product within the applicable warranty period referred to herein.

    e) ASKO will assess any claim you may make on the relevant warranty and if, in the reasonable opinion of ASKO, a warranty applies, ASKO will, at its sole option and cost:

      i. Offer in-house repair services within a 50-kilometer radius from the place of purchase.

      ii. repair the Product or Service and return it to you; or

      iii. refund the price you paid for the Product or Service.

This is the only obligation of ASKO under the applicable warranty. ASKO will bear its own expenses of doing those things and you must bear any other expenses of claiming on the warranty.

9.5. The Australian Consumer Law also requires ASKO to state in relation to the warranties in this document that: 

    a) ASKO gives the ASKO Warranty and ASKO Commercial Warranty and the name, address, telephone number and email address of ASKO are:

Address:              

ASKO Appliances (Aust.) Pty Ltd 

(ACN 007 007 329)

35 Sunmore Close

MOORABBIN VIC 3189

Email:    service@asko.com.au

Tel:         (03) 8551 2200

    b) The warranties in this document are in addition to other rights and remedies you may have under a law in relation to the goods to which the warranties relate

    c) Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or re-placed if the Products fail to be of acceptable quality and the failure does not amount to a major failure.

10. SERVICING OF PRODUCTS

10.1        If an ASKO representative or contractor is required to attend a customer’s premises to service an appliance, it is the customer responsibility to prepare the appliance, making the area around the appliance safe for the work to be conducted. The customer must ensure any items in the appliance are removed prior to the work being conducted. For ex-ample, wine bottles must be removed from Wine Cabinets, crockery removed from dishwashers etc. ASKO staff/contractors will not be accountable for damage to goods left in an appliance during a service call.

10.2        In-Home Service: For larger appliances or built-in units, ASKO may provide on-site service, provided the Customer ensures safe and adequate access to the product. ASKO is not responsible for any damage to cabinetry or other fixtures during the removal or reinstallation of the product.

10.3        Return to Base Service: For smaller or portable products, the Customer may be required to deliver the product to an ASKO service centre. ASKO will notify the Customer when the service is complete and arrange for the product’s return.

11. CATALOGUE/WEBSITE AND SAMPLES

15.1.      The Customer acknowledges, agrees, and accepts that there may be variations in the colour and/or finish and/or texture of any actual Products supplied to the Customer:

a) from those as appearing in ASKO’s catalogue, or a catalogue of one of our agents.

b) from those as appearing on ASKO’s website or the website of our agent from whom you purchased the Product; or

c) from any samples or display models provided by ASKO or our agent.

12. FORCE MAJEURE

If the supply of any ASKO goods or services is prevented or delayed, in part or all, by reason of an Act of God, or the consequence thereof including, but not limited to fire, flood, typhoon, earthquakes, or by reason of riots, wars, hostilities, terrorism, government restrictions, trade embargoes, strikes, lockouts, labour disputes, boycotting of goods, ship shortage, delays or damage in transportation, pandemic, epidemic or other causes beyond ASKO’s control, ASKO may, at its sole and unfettered option, perform the Agreement or the unfulfilled portion thereof within a reasonable time from the removal of the cause preventing or delaying performance, or rescind unconditionally and without liability, the Agreement or the unfulfilled portion thereof.

13. COMPLAINTS / CUSTOMER CARE

13.1 We prioritize customer service and welcome feedback regarding any issues you may have encountered or the service you received. To report such issues, gather all relevant information about your query and direct it to:

   The Complaints Officer  
   ASKO Australia Pty. Ltd.  
   35 Sunmore Close
   MOORABBIN VIC 3189
   Email:  service@asko.com.au

14.Privacy Policy

14.1. ASKO is bound by the Privacy Act 1988 (Cth) and must comply with the Australian Privacy Principles. You can find more information about the Privacy Act and the Australian Privacy Principles at the Office of the Australian Information Commissioner’s website at: www.oaic.gov.au.

14.2. We understand that you value your privacy and wish to have your personal information kept secure. For these reasons, ASKO places a high priority on the security of the personal information we hold. We have developed a Privacy Policy to inform you of how ASKO manages your personal information and maintains its integrity and security.

14.3. ASKO’s Privacy Policy is available for you to view on our website (http://www.asko.com.au).

14.4 ASKO’s Privacy Policy contains information about how you may access the personal information we hold about you, and seek the correction of such in-formation if you believe it to be incorrect.

14.5. Our Privacy Policy also contains information about how you may complain about a breach of the Australian Privacy Principles (APPs) and how we will deal with such a complaint.

 15. PRIVACY COLLECTION NOTICE

15.1. ASKO collects personal information about you primarily to provide you with the Products and Ser-vices requested by you, including the sale of goods and related after-sales services (which includes processing payments, the delivery of goods, the provision of warranties and managing warranty claims), or if it is reasonable to expect that we would use or disclose your personal information for purposes which are related to the above purposes. The personal information collected is used to help us provide you with the best service possible, and to assist in interacting with you. If you do not pro-vide the necessary personal information, we may not be able to provide the product or service (including warranty services) you have requested from us.

15.2. Unless it is unreasonable and impracticable to do so, ASKO collects your personal information from you directly. In many cases, this information is collected by us through our online interface system which is operated by the retail store from whom you purchase our products, acting as our agents. In some cases, however, we may collect information about you and third parties associated with you or your advisers from a third party (such as ASKO Authorized Agents, ASKO Aftersales Service Providers and extended warranty insurance companies).

15.3.       In some cases, ASKO will be required or authorised by Australian law, or the order of a court or tribunal to collect personal information about you. We will take reasonable steps to let you know that we have collected your personal information, unless it is obvious from the circumstances that you would know or would expect us to have the information.

15.4.       ASKO may disclose your personal information to the following third parties: 

     a) the retail store from whom you purchase one of our Products.

     b) our Related Bodies Corporate as defined in section 9 of the Corporations Act 2001 (Cth), including members of the Gorenje Group.

     c) third party insurers if you have purchased an extended warranty in relation to one of our Products (ASKO Aftersales Service providers).

    d) third parties engaged by us to assist in providing services, information, and products to you (ASKO Aftersales Service providers).

    e) IT technicians who may need access when providing on-site support; and

     f) file storage service providers.

15.5. We may disclose your personal information to recipients in Slovenia which is where our parent company is

located.

15.6. Contact Us

ASKO’s contact details in respect of any issues in relation to privacy are:

Telephone:         (03) 8551 2200

Email:                    privacy.officer@asko.com.au

Post:      ASKO Appliances (Aust.) Pty Ltd

35 Sunmore Close

MOORABBIN VIC 3189

 16.Governing Law

This Agreement is governed by and construed in accordance with the laws of the State of Victoria, Australia and the parties irrevocably submit to the exclusive jurisdiction of the courts of or in that State.

17.Terms and Conditions Revisions

ASKO may at any time revise these Terms and Conditions by updating this posting. Any changes to our Terms and Conditions will be published on the ASKO VARA website or may be obtained from ASKO. Such changes will not affect any existing Agreements and only apply to Orders after such updates are posted.