LG Genuine Parts and Service — Australia

ORIGINAL
PARTS.
GUARANTEED.

Components sourced directly from LG.
Backed by Otwo Electronics since 2012.

✅
100% Genuine PartsDirect from LG Australia
⚡
Lightning FastSame-day dispatch on orders before 2pm
🚚
Free ShippingOn orders over $99 Australia-wide
🔧
Expert SupportCertified LG technicians

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Repair Services

PROFESSIONAL LG
APPLIANCE REPAIRS

Certified technicians · Genuine parts · Warranty-backed repairs.
We come to you — fast, reliable, trusted since 2012.

🏠

On-Site Repairs

Our certified LG technicians come directly to your home or business. No need to move heavy appliances.

From $165 call-out
🔍

Diagnostics

Unsure what's wrong? We'll run a full diagnostic and provide a no-obligation written quote before any work begins.

Free with repair
⚙️

Maintenance

Preventative servicing to extend the life of your LG appliances. Annual plans available for homes and businesses.

From $165 / service
🌡️

Fridge & Freezer

Compressor issues, cooling faults, ice-maker repairs. Same-day emergency slots available for food-safe repairs.

From $165
👕

Washing Machines

Drum, pump, bearing, door seal and error-code repairs. We stock parts on the van for most common faults.

From $165
📺

TV & Audio

OLED panel issues, backlight faults, sound bar repairs. LG-trained technicians with genuine replacement parts.

From $165

Since 2012

WHY CHOOSE
OTWO ELECTRONICS?

We're Brisbane's most trusted LG authorised service partner. Every repair comes with our triple guarantee: genuine parts, certified labour, and a 12-month warranty.

12+ Years in service
86,500+ Repairs completed
4.9★ Average rating
100% Genuine parts

Repair Services

BOOK A REPAIR

Fill in the form and we'll confirm your appointment within 2 business hours.

Back Office

ADMIN DASHBOARD

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Help Centre

FREQUENTLY ASKED
QUESTIONS

Can't find your answer below? Call us on (07) 3061 4189 — Mon–Fri 8am–5pm, Sat 9am–4pm.

🛍️ Parts & Online Orders

Yes — every part we sell is a genuine LG Original Equipment Manufacturer component, sourced directly through LG Australia's authorised distribution network. We do not stock aftermarket, compatible, or third-party alternatives. Each part is designed, tested, and approved by LG specifically for your appliance model.

Your model number is usually found on a label inside the door frame, on the back panel, or beneath the appliance. Once you have it, use the search bar on our store — search by model number (e.g. "WV9-1412W") or part name. If you're unsure, call us on (07) 3061 4189 and our team will help identify the correct part for you.

We dispatch all in-stock orders via Australia Post. Estimated delivery times are:

  • Brisbane Metro: 1–2 business days
  • QLD Regional: 2–4 business days
  • Interstate (Express): 2–3 business days
  • Standard Australia-wide: 3–7 business days

Orders placed before 2:00pm AEST on business days are dispatched same day. You will receive a tracking number by email once your order has been shipped.

Yes — free standard shipping applies to all orders over $99 AUD shipped within Australia. Orders under $99 attract a flat shipping fee of $9.95 for standard post or $14.95 for Express Post. We do not currently ship internationally.

All genuine LG parts sold through our store carry a 12-month warranty against defects from the date of purchase. This warranty covers manufacturing faults and defects under normal use conditions. It does not cover damage caused by incorrect installation, misuse, power surges, or physical damage. Your statutory rights under the Australian Consumer Law (ACL) apply in addition to this warranty and cannot be excluded.

We accept returns of unused, unopened parts within 30 days of delivery for a full refund or exchange, provided the item is in its original condition and packaging. Return shipping costs for change-of-mind returns are the customer's responsibility. If you received the wrong item due to our error, we will cover all return shipping costs. Please contact us at service@otwoelectronics.com.au or call (07) 3061 4189 to arrange a return.

If your order arrives damaged in transit or is found to be faulty, please contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no cost to you, including return shipping where applicable. Your rights under the Australian Consumer Law apply — we are required by law to provide a remedy for faulty goods, regardless of our own policy.

We operate primarily as an online parts store with a service centre based in Brisbane, QLD. While we do not have a traditional retail shopfront, you are welcome to call ahead and arrange a counter pickup for in-stock parts. Call (07) 3061 4189 to confirm availability and arrange collection.

🔧 Repair & Service Bookings

Our standard callout fee is $99 + GST, which includes travel to your location and up to 30 minutes of on-site diagnostic time. If the repair takes longer, additional labour is charged in 15-minute increments. Parts are quoted separately before any work proceeds. You will never be charged for parts without your approval first.

Pensioner and Healthcare Card concessions may apply — please mention this when booking.

No. If parts need to be ordered after the initial diagnosis, you will not be charged a second callout fee when our technician returns to fit the part. You will only pay for the cost of the part itself and any additional labour time beyond 30 minutes. We will provide you with a fixed written quote for your approval before ordering any parts.

We offer same-week appointments across South-East Queensland, and in many cases can attend the next business day. Same-day emergency slots are sometimes available — particularly for urgent fridge/freezer faults involving food safety. Call us on (07) 3061 4189 for urgent bookings. Online bookings are confirmed within 2 business hours.

We service all suburbs across South-East Queensland, including:

  • Brisbane CBD and all metro suburbs (Northside, Southside, East and West)
  • Gold Coast and Tweed Heads
  • Sunshine Coast and Noosa
  • Ipswich, Logan, and Redlands

For locations outside these areas, please call us — extended travel surcharges may apply but we'll always advise you upfront.

Our technicians' vans carry an extensive stock of the most common LG parts — in most cases, we can complete the repair on the first visit. We estimate over 80% of repairs are completed on the first visit. Where we can diagnose the likely fault over the phone, we will often pre-load the probable parts into the van before attending.

All repair work is covered by:

  • 12 months warranty on all genuine LG parts installed
  • 90 days workmanship warranty on labour

If the same fault recurs within the warranty period, we will return and rectify it at no charge. This warranty is in addition to your rights under the Australian Consumer Law.

Our technicians will always give you an honest assessment. If the cost of repair is likely to exceed the value of the appliance — or if parts are no longer available (typically for appliances over 10–12 years old) — we will tell you clearly and not proceed without your explicit approval. In these situations, our technicians can also offer advice on the best replacement models currently available.

We ask that you provide at least 4 hours' notice if you need to cancel or reschedule. Cancellations with less than 4 hours' notice, or where our technician arrives and cannot gain access, may incur a cancellation fee of $30 to cover travel and admin costs. To reschedule, call (07) 3061 4189 or email us.

Payment is due on completion of the repair. Our technicians carry mobile EFTPOS and accept:

  • Visa and Mastercard (debit and credit)
  • Cash
  • Bank transfer (pre-arranged)

A surcharge of 1.5% applies to all card payments, in line with our cost of acceptance. We do not offer account/invoicing for residential customers.

⚖️ Your Rights & Consumer Guarantees

Under the Australian Consumer Law (ACL), all products and services we sell come with automatic consumer guarantees that cannot be excluded. These guarantees provide that goods must be of acceptable quality, fit for purpose, and match their description. Services must be delivered with due care and skill. If a product or service fails to meet these guarantees, you are entitled to a remedy — repair, replacement, or refund — depending on the severity of the problem. These rights exist independently of any warranty we offer and may extend beyond the warranty period.

For more information, visit accc.gov.au.

Change-of-mind returns are accepted within 30 days for unused, unopened items in original condition, at the customer's cost of return postage. Consumer guarantees under the ACL do not apply to change-of-mind situations — however, our goodwill policy allows returns where items are genuinely undamaged and uninstalled. We reserve the right to decline returns on special-order or non-stock items.

Still have a question?

📞 Call (07) 3061 4189

Legal

TERMS &
CONDITIONS

Last updated: March 2026. These Terms and Conditions govern your use of this website and any purchase of goods or services from Otwo Electronics Australia Pty Ltd.

1. About Us

Otwo Electronics Australia Pty Ltd (ABN: 00 000 000 000) trading as LG Genuine Service is an LG-authorised service and parts provider, registered and operating in Queensland, Australia. Our registered office is in Brisbane, QLD.

Contact: (07) 3061 4189 | service@otwoelectronics.com.au

2. Acceptance of Terms

By accessing this website or placing an order for goods or services, you agree to be bound by these Terms and Conditions and our Privacy Policy. If you do not agree, you must not use this website or purchase our products or services. These terms apply to all visitors, customers, and users of the site.

We reserve the right to update these terms at any time. Changes will be posted on this page with an updated date. Continued use of the site after any change constitutes acceptance of the revised terms.

3. Products & Pricing

3.1 Genuine Parts

All parts sold through this website are genuine LG components sourced through LG Australia's authorised supply chain. Product descriptions, model compatibility information, and images are provided in good faith and may be subject to change by the manufacturer without notice.

3.2 Pricing

All prices displayed on this website are in Australian Dollars (AUD) and include GST unless otherwise stated. We reserve the right to correct pricing errors at any time. If a pricing error is identified after you have placed an order, we will contact you before processing to offer the correct price or a full cancellation and refund.

3.3 Availability

Product availability is subject to stock levels and supplier availability. If an ordered item is out of stock, we will notify you promptly and offer an estimated restock date, a suitable alternative, or a full refund.

4. Orders & Payment

4.1 Order Acceptance

Placing an order on this website constitutes an offer to purchase. Your order is accepted when we confirm it by email and dispatch your goods. We reserve the right to decline any order at our discretion, including in cases of suspected fraud, pricing errors, or stock unavailability.

4.2 Payment

Payment for online orders is due at the time of purchase. We accept Visa, Mastercard, and other payment methods as displayed at checkout. Card surcharges may apply at our cost of acceptance rate. All payment information is processed securely — we do not store full card details on our systems.

4.3 GST

Otwo Electronics Australia Pty Ltd is registered for GST in Australia. A tax invoice will be provided with every order.

5. Shipping & Delivery

5.1 Dispatch

In-stock orders placed before 2:00pm AEST on business days will be dispatched on the same day. Orders placed after this time or on weekends and public holidays will be dispatched on the next business day.

5.2 Delivery Timeframes

Delivery timeframes are estimates only and are not guaranteed. Otwo Electronics is not responsible for delays caused by Australia Post or other carriers beyond our reasonable control. If your order has not arrived within the expected timeframe, contact us and we will investigate with the carrier.

5.3 Risk of Loss

Risk of loss and damage passes to you upon delivery to your nominated address. We recommend inspecting your order upon receipt and contacting us within 7 days if there is any damage or discrepancy.

5.4 Free Shipping Threshold

Free standard shipping applies to orders over $99 AUD shipped within Australia. This threshold is calculated on the order subtotal, excluding any applicable fees or discounts.

6. Returns & Refunds

6.1 Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a product, you are entitled to choose between a refund, replacement, or compensation for the drop in value of the product. For minor failures, we are entitled to repair the product within a reasonable time. If the repair is not carried out within a reasonable time, you may choose a refund or replacement. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

6.2 Change of Mind

We offer a 30-day change-of-mind return policy for unused, unopened parts in original condition. Return postage for change-of-mind returns is the customer's responsibility. Items that have been installed, used, or damaged through customer handling are not eligible for change-of-mind returns.

6.3 Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery. We will arrange free return shipping and provide a replacement or full refund, at your choice. Photographic evidence of the fault or damage may be requested.

6.4 Special-Order Parts

Parts that are not regularly stocked and have been specifically ordered on your behalf (special-order items) are non-returnable for change of mind, unless the item is faulty or does not match the description provided at the time of order.

6.5 Refund Processing

Approved refunds will be processed within 5–7 business days to your original payment method. We will not deduct amounts from refunds for reasonable use of the product prior to the discovery of a fault.

7. Warranty

7.1 Parts Warranty

All genuine LG parts sold through this store carry a 12-month warranty against defects from the date of purchase. To make a warranty claim, retain your proof of purchase and contact us with a description of the fault. The warranty does not cover: damage caused by incorrect installation, misuse, physical damage, power surges, or normal wear and tear.

7.2 Repair Labour Warranty

Repair work performed by our technicians is covered by a 90-day workmanship warranty. If the same fault recurs within 90 days due to our workmanship, we will return and rectify the fault at no charge. This is in addition to the 12-month manufacturer warranty on any parts installed.

7.3 ACL Warranty Statement

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

8. Repair Services

8.1 Service Booking

By submitting a service booking request, you are requesting that we schedule a technician visit. A booking is confirmed only when you receive a written or verbal confirmation from our team. We reserve the right to decline or reschedule bookings based on technician availability and your location.

8.2 Callout Fee

A callout fee applies to all on-site repair visits. This fee is charged regardless of whether a repair is completed, and covers the technician's travel, diagnostics, and overheads. The callout fee is disclosed prior to your booking confirmation. The callout fee is not refundable if you cancel with less than 4 hours' notice, or if our technician attends and cannot gain access to the premises.

8.3 Quotes and Authorisation

No repair work will proceed beyond the initial diagnostic without your explicit approval of the cost. All quotes are provided in writing (email or SMS) and are valid for 14 days. Parts will not be ordered without your written or verbal authorisation.

8.4 Cancellation Policy

Cancellations must be made at least 4 hours before the scheduled appointment. Late cancellations or no-shows may be charged a cancellation/travel fee of $30. We will always attempt to contact you before charging this fee.

8.5 Access and Safety

You are responsible for ensuring our technician has safe and unobstructed access to the appliance. The appliance must be disconnected from power where reasonably practicable prior to the technician's arrival. Our technicians reserve the right to decline a repair if working conditions are deemed unsafe.

8.6 Payment

Payment for repair services is due on completion of the job on the day of the visit. We accept Visa, Mastercard, and cash. A card surcharge of 1.5% applies. We do not offer credit accounts for residential customers.

9. Intellectual Property

All content on this website — including text, images, logos, design, and code — is the intellectual property of Otwo Electronics Australia Pty Ltd or its licensors. You may not reproduce, distribute, or use any content from this website without our prior written consent. "LG" is a registered trademark of LG Electronics Inc. Our use of the LG name and brand is pursuant to our authorised service partner agreement.

10. Limitation of Liability

To the maximum extent permitted by law, Otwo Electronics Australia Pty Ltd will not be liable for any indirect, consequential, incidental, or special loss or damage arising from your use of this website, the purchase of our products, or the provision of our services. Our total liability to you for any claim shall not exceed the amount you paid for the relevant product or service. Nothing in these terms excludes or limits your rights under the Australian Consumer Law.

11. Privacy

We collect personal information (name, contact details, address) solely for the purpose of processing your order or service booking, communicating with you, and complying with our legal obligations. We do not sell or share your personal information with third parties for marketing purposes. Your information is stored securely and handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. To access, correct, or request deletion of your personal data, contact us at service@otwoelectronics.com.au.

12. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes that cannot be resolved between the parties will be subject to the jurisdiction of the courts of Queensland. For unresolved consumer disputes, you may also contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission (ACCC).

13. Contact & Disputes

If you have a complaint or dispute, please contact us in the first instance:

We aim to resolve all complaints within 5 business days. If we cannot resolve your complaint, you may escalate it to the Queensland Office of Fair Trading (qld.gov.au) or the ACCC (accc.gov.au).

Our Story

ABOUT OTWO
ELECTRONICS

Brisbane's trusted LG authorised service partner since 2012. Genuine parts, certified technicians, and a commitment to keeping your appliances running longer.

12+Years in operation
86,500+Repairs completed
4.9★Customer rating
100%Genuine parts
🏢

Who We Are

Otwo Electronics Australia Pty Ltd is an LG-authorised service and genuine parts provider based in Brisbane, Queensland. Founded in 2012, we have grown from a small repair workshop into one of South-East Queensland's most trusted appliance service centres — serving thousands of households and businesses across Brisbane, the Gold Coast, the Sunshine Coast, Ipswich, Logan, and beyond.

Our team is made up of factory-trained LG technicians, logistics specialists, and customer service professionals who share one goal: to help Australians get the most out of their LG appliances — whether that's a replacement part dispatched overnight or a certified repair carried out at your home.

🤝

LG Authorised Service Partner

Being an LG Authorised Service Partner isn't just a badge — it's a commitment. It means our technicians are factory-trained and assessed by LG Australia, our parts are sourced directly through LG's authorised distribution network, and every repair we carry out meets LG's own quality standards. It also means we have access to LG's technical documentation, firmware updates, and specialist tools that independent repairers simply cannot access.

When you book with us, you can be confident that your appliance is being serviced to the manufacturer's own specification — not an approximation of it.

🔧

Our Repair Service

We offer on-site repair and servicing for LG washing machines, dryers, refrigerators, freezers, televisions, and audio equipment. All repairs are carried out at your premises — there's no need to transport heavy appliances or leave your home without a fridge.

Our vans carry an extensive inventory of the most common LG genuine parts, meaning the majority of repairs are completed in a single visit. Where parts need to be ordered, we provide a firm written quote before proceeding and waive the second callout fee when we return to fit the part.

Every repair comes with a 12-month warranty on parts and a 90-day workmanship warranty on labour — backed by our own guarantee, not just the manufacturer's.

📦

Our Genuine Parts Store

Through our online store, we supply genuine LG parts directly to the public and to trade customers across Australia. Every part we sell is sourced through LG Australia's authorised supply chain — not grey-market imports or compatible alternatives. Whether you're a competent DIYer replacing a door gasket or a tradesperson sourcing parts in bulk, we can help.

Orders placed before 2:00pm AEST on business days are dispatched same-day via Australia Post. We offer free standard shipping on orders over $99, and Express Post options are available at checkout. All parts come with a 12-month warranty against manufacturing defects.

🌱

Why Repair Matters

Australians discard millions of appliances every year — many of which could have been repaired for a fraction of the cost of replacement. At Otwo Electronics, we believe repair is nearly always the smarter and more sustainable choice. A genuine LG part fitted by a certified technician can extend your appliance's life by years, keep it running at peak efficiency, and save you the environmental cost of manufacturing, shipping, and disposing of a new unit.

We're proud to be part of the push towards a more repair-friendly culture in Australia — one quality repair at a time.

📍

Contact & Location

We are based in Brisbane, Queensland, with mobile technicians servicing all of South-East Queensland.

Ready to book or need a part?

Legal

WARRANTY
POLICY

Last updated: March 2026. This Warranty Policy applies to all genuine LG parts purchased from our online store and all repair services provided by Otwo Electronics Australia Pty Ltd.

⚖️

Australian Consumer Law — Mandatory Statement

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Parts — 12-Month Warranty Against Defects

1.1 What Is Covered

All genuine LG parts sold through our online store carry a 12-month warranty against manufacturing defects from the date of purchase. This warranty covers:

  • Defects in materials or workmanship present at the time of manufacture
  • Failure of the part to perform its intended function under normal operating conditions
  • Parts that are dead-on-arrival (DOA) upon receipt

1.2 What Is Not Covered

  • Damage caused by incorrect installation or failure to follow manufacturer instructions
  • Damage resulting from misuse, accident, physical impact, or liquid ingress
  • Damage caused by power surges, electrical faults, or use of incompatible voltage
  • Normal wear and tear (e.g. rubber seals, filters, consumable items)
  • Parts that have been modified or repaired by an unauthorised third party
  • Cosmetic damage (scratches, dents) that does not affect function

1.3 How to Make a Warranty Claim

To make a warranty claim on a part, please contact us within the 12-month warranty period with:

  • Your order number or proof of purchase
  • A description of the fault and when it was first noticed
  • Photographs or video of the defect where possible

Contact: (07) 3061 4189 or service@otwoelectronics.com.au. We aim to respond to all warranty claims within 2 business days.

1.4 Warranty Remedy

Where a valid warranty claim is approved, we will — at our discretion — repair the defective part, supply an equivalent replacement, or provide a full refund. Return postage for valid warranty claims is covered by us. We will not deduct postage costs from your remedy for a genuine defect.

2. Repair Labour — 90-Day Workmanship Warranty

2.1 What Is Covered

All repair work carried out by our certified technicians is covered by a 90-day workmanship warranty from the date the repair is completed. This covers:

  • The same fault recurring due to inadequate repair or incorrect diagnosis by our technician
  • Faults directly caused by parts fitted by our technician during the original repair

2.2 What Is Not Covered

  • New, unrelated faults that develop after the repair
  • Damage caused by misuse, power surges, or external factors after the repair
  • Normal wear and tear on parts not fitted by our technician
  • Faults arising from tampering with the appliance after our technician has completed work

2.3 How to Make a Claim

If the same fault recurs within 90 days of our repair, call us on (07) 3061 4189. We will arrange a return visit at no charge within a reasonable timeframe. Please do not attempt to repair the appliance yourself or engage another repairer before contacting us, as this may void the workmanship warranty.

3. Parts Installed During a Repair

All genuine LG parts installed during a repair service carry the same 12-month parts warranty described in Section 1 above, in addition to the 90-day workmanship warranty on labour. If an installed part fails due to a manufacturing defect within 12 months, we will supply a replacement part and re-install it at no cost to you, provided the failure is not caused by circumstances listed under Section 1.2.

4. LG Manufacturer Warranty

Otwo Electronics is an LG Authorised Service Partner. For appliances still covered by LG's own manufacturer warranty, we can carry out warranty repairs on LG's behalf. If you believe your appliance is within its LG manufacturer warranty period, please have your proof of purchase ready when you contact us. Manufacturer warranty repairs are subject to LG's own terms and conditions and do not attract a callout fee for approved warranty work.

5. Consumer Guarantees — Your Rights Beyond Our Warranty

Our warranties are offered in addition to, and do not limit or replace, your rights under the Australian Consumer Law. Consumer guarantees under the ACL have no fixed time limit — they last for as long as it is reasonable to expect the product or service to perform its function, based on the nature of the product, its price, and how it was marketed.

For example, for a high-value appliance such as a premium LG refrigerator, your ACL rights may extend well beyond 12 months. If you believe a product or repair has failed to meet ACL consumer guarantees beyond our own warranty periods, please contact us — we are obligated by law to consider your claim on its merits regardless of the time elapsed.

For major failures under the ACL, you are entitled to choose your remedy (repair, replacement, or refund) — the choice is yours, not ours.

More information: accc.gov.au

6. Contact for Warranty Claims

We aim to acknowledge all warranty claims within 2 business days and to resolve straightforward claims within 5 business days.

Online Store

SHIPPING &
RETURNS

Last updated: March 2026. This policy applies to all orders placed through our online parts store. For service booking cancellations, see our FAQ.

⚡ Same-Day Dispatch

Orders before 2pm AEST on business days

🚚 Free Shipping

On orders over $99 AUD Australia-wide

↩️ 30-Day Returns

Unused items in original condition

🛡️ ACL Protected

Statutory rights always apply

1. Shipping & Dispatch

1.1 Dispatch Timeframes

We dispatch all in-stock orders via Australia Post. Orders placed before 2:00pm AEST on business days (Monday–Friday, excluding Queensland public holidays) are dispatched on the same day. Orders placed after this time, or on weekends and public holidays, will be dispatched on the next available business day.

Once dispatched, you will receive a tracking number via email or SMS, which can be used to track your parcel on the Australia Post website.

1.2 Estimated Delivery Timeframes

DestinationStandard PostExpress Post
Brisbane Metro1–2 business daysNext business day*
QLD Regional2–5 business days2–3 business days
NSW / VIC / ACT3–6 business days2–3 business days
SA / WA / TAS / NT5–10 business days3–5 business days

* Express Post next-business-day delivery applies within Australia Post's Express Post network. Remote areas may take longer. Timeframes are estimates only and are not guaranteed.

1.3 Shipping Costs

Order ValueStandard PostExpress Post
Under $99 AUD$9.95$14.95
$99 AUD and overFREE$9.95

The free shipping threshold applies to the order subtotal before any discounts or vouchers are applied. We do not currently ship to international destinations.

1.4 Stock Availability

Product availability is shown on each listing. If an item you've ordered is unexpectedly out of stock after your order is placed, we will contact you within 1 business day to offer an estimated restock date, a suitable alternative, or a full refund. We will never dispatch a substitute product without your consent.

1.5 Risk & Responsibility

Risk of loss or damage passes to you upon delivery to your nominated address. We strongly recommend inspecting your parcel upon receipt and contacting us within 7 days if you notice any damage to the packaging or contents. Delayed reporting of damage may affect your claim with Australia Post.

2. Returns — Change of Mind

We offer a 30-day change-of-mind return policy for parts that are:

  • Unused and uninstalled
  • In their original packaging, undamaged and complete
  • Accompanied by proof of purchase (order number or receipt)

To initiate a return, email us at service@otwoelectronics.com.au or call (07) 3061 4189 within 30 days of the delivery date. We will provide you with a Return Authorisation Number (RAN) and return instructions. Returns without a RAN may not be accepted.

Return postage for change-of-mind returns is the responsibility of the customer. We recommend using a trackable service, as we cannot accept responsibility for parcels lost in transit on return.

Once we receive and inspect the returned item, we will process your refund to the original payment method within 5–7 business days. If the item is returned in a condition that does not meet the above requirements, we reserve the right to decline the return or apply a restocking fee of up to 15%.

2.1 Non-Returnable Items

  • Parts that have been installed, used, or show evidence of handling beyond inspection
  • Special-order items ordered specifically for your model (non-stock items)
  • Consumable items (water filters, lint filters) that have been opened or used
  • Items returned more than 30 days after delivery, unless covered under ACL consumer guarantees

These exclusions do not affect your rights under the Australian Consumer Law in the event of a fault or failure.

3. Returns — Faulty, Damaged, or Incorrect Items

3.1 Items Arriving Damaged

If your order arrives visibly damaged in transit, please:

  • Photograph the outer packaging and the damaged item before opening fully
  • Contact us within 7 days of delivery at (07) 3061 4189 or service@otwoelectronics.com.au
  • Retain the original packaging — it may be required for an Australia Post damage claim

We will arrange a replacement or full refund, including return postage, at no cost to you.

3.2 Incorrect Item Received

If you receive an item that does not match your order, contact us within 7 days of delivery. We will arrange collection of the incorrect item and dispatch the correct item at no additional cost. If the correct item is unavailable, we will offer a full refund including all postage costs.

3.3 Faulty Items (Warranty Claims)

If a part fails within the 12-month warranty period due to a manufacturing defect, please refer to our Warranty Policy. We cover return postage for all valid warranty claims. You are entitled to choose from repair, replacement, or refund for a major failure under the ACL — the choice is yours.

4. Refunds

4.1 Processing Time

Approved refunds are processed within 5–7 business days of us receiving and inspecting your returned item (for physical returns) or within 5 business days of approving your claim (for damaged or incorrect items where no return is required).

4.2 Refund Method

Refunds are issued to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or payment method. If your original payment method is no longer available, please contact us to arrange an alternative.

4.3 Original Shipping Costs

Original shipping costs paid at checkout are refunded in full where the return is due to our error (wrong or faulty item). For change-of-mind returns, the original shipping cost is not refunded unless the item was shipped with free shipping, in which case a standard postage deduction may apply.

4.4 Your ACL Rights

Nothing in this Refunds section limits your rights under the Australian Consumer Law. If a product fails to meet the consumer guarantees, you are entitled to a remedy regardless of the time elapsed since purchase, provided the failure occurs within a reasonable timeframe for that type of product.

5. How to Contact Us About a Return or Refund

Please have your order number ready. We aim to respond to all return and refund enquiries within 2 business days.

Legal

PRIVACY
POLICY

Last updated: March 2026. This Privacy Policy explains how Otwo Electronics Australia Pty Ltd collects, uses, stores, and discloses your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. About This Policy

Otwo Electronics Australia Pty Ltd (ABN: 00 000 000 000) ("we", "us", "our") is committed to protecting your privacy. This policy applies to all personal information we collect through our website, online store, telephone, and in-person interactions.

By using our website or providing us with your personal information, you consent to the collection, use, and disclosure of your information in accordance with this policy. If you do not agree, please do not use our website or services.

We may update this policy from time to time. The current version is always available on this page. Continued use of our site after any update constitutes acceptance of the revised policy.

2. What Personal Information We Collect

We collect only the personal information reasonably necessary to provide our products and services. This may include:

From online store customers:

  • Full name and delivery address
  • Email address and phone number
  • Order history and product preferences
  • Payment method type (we do not store full card details — see Section 6)
  • Device and browser information (via cookies — see Section 7)

From service booking customers:

  • Full name, phone number, and service address
  • Appliance type, model number, and description of fault
  • Preferred appointment date and time
  • Details of work carried out and parts fitted (for our records)

From website visitors:

  • IP address and approximate location (via server logs)
  • Pages visited, time on site, and referring website (via analytics cookies)

We do not collect sensitive information (such as health records, racial or ethnic origin, or religious beliefs) unless you voluntarily provide it in the context of a service enquiry, and only to the extent necessary to assist you.

3. How We Collect Personal Information

We collect your personal information through:

  • Online store checkout forms (name, address, email, phone, payment details)
  • Service booking forms submitted through this website
  • Telephone calls to or from our team
  • Email and SMS correspondence
  • Cookies and analytics tools (see Section 7)
  • In-person interactions (e.g. when a technician visits your home)

Where practicable, we will collect personal information directly from you. We will not collect information about you from third parties without your knowledge, except where permitted by law (e.g. verifying a delivery address with Australia Post).

4. Why We Collect Your Personal Information

We use your personal information for the following purposes:

  • Processing and fulfilling your online orders (dispatch, tracking, invoicing)
  • Scheduling and confirming repair service appointments
  • Communicating with you about your order, booking, or enquiry
  • Providing warranty support and processing warranty claims
  • Sending order confirmation, shipping notifications, and receipts
  • Complying with our legal obligations (e.g. tax records, ACL obligations)
  • Improving our website, products, and services through analytics
  • Sending you promotional material, where you have provided consent (you may opt out at any time)

We will not use your personal information for any purpose that is incompatible with the purpose for which it was collected, without your consent.

5. Disclosure of Personal Information

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We may disclose your information to the following categories of third parties, solely to the extent necessary to provide our services:

  • Australia Post — for the delivery of your order (name, delivery address)
  • Payment processors — to process your payment securely (e.g. Stripe, Square or similar PCI DSS-compliant providers)
  • LG Australia — for warranty claims processed on LG's behalf, or where required by our authorised partner agreement
  • Cloud service providers — for data storage (Firebase / Google Cloud, hosted in Australia or equivalent jurisdictions)
  • Government and regulatory authorities — where required by law (e.g. ATO, Office of Fair Trading, courts)

All third parties we share information with are required to handle it in accordance with applicable privacy laws. Where we share information with overseas providers (e.g. Google Cloud), we take reasonable steps to ensure the recipient provides equivalent privacy protections.

6. Payment Information & Security

We take the security of your payment information seriously. All payment transactions on our website are processed through PCI DSS-compliant payment gateways. We do not store your full credit card number, CVV, or expiry date on our servers at any time.

Our website uses SSL/TLS encryption (HTTPS) for all data transmitted between your browser and our servers. While we take all reasonable precautions, no internet transmission is completely secure — if you have concerns, you are welcome to place your order by phone instead.

7. Cookies & Analytics

Our website uses cookies — small data files stored on your browser — to improve your experience. Specifically, we use:

  • Essential cookies: Required for the site to function (e.g. remembering your shopping bag, dark mode preference). These cannot be disabled without affecting site functionality.
  • Analytics cookies: We may use tools such as Google Analytics to understand how visitors use our site (pages visited, session duration, device type). This data is aggregated and anonymised — we do not use it to identify individual users.

You can disable cookies through your browser settings. Disabling analytics cookies will not affect your ability to purchase or book. Disabling essential cookies may affect site functionality.

8. Data Retention

We retain your personal information for as long as is necessary to fulfil the purpose for which it was collected, and to comply with our legal obligations. Specifically:

  • Order records (name, address, items, payment method type): Retained for 7 years for tax and legal compliance (as required by the ATO)
  • Service records (appliance details, work carried out): Retained for 7 years to support warranty claims and dispute resolution
  • Email communications: Retained for up to 3 years
  • Website analytics data: Retained in aggregated form; individual session data typically expires within 26 months

When your personal information is no longer needed, we will securely destroy or de-identify it in accordance with the Australian Privacy Principles.

9. Your Rights

Under the Australian Privacy Principles, you have the right to:

  • Access the personal information we hold about you
  • Correct any personal information that is inaccurate, out of date, incomplete, or misleading
  • Withdraw consent to receiving marketing communications at any time (via unsubscribe link or by contacting us)
  • Complain if you believe we have mishandled your personal information

To exercise any of these rights, please contact us using the details in Section 11. We will respond within 30 days of receiving your request.

10. Data Breach Notification

In the event of an eligible data breach (as defined under the Privacy Act 1988 — Notifiable Data Breaches scheme), we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as soon as practicable. We maintain an internal data breach response plan and take reasonable technical and organisational measures to prevent unauthorised access to your data.

11. Contact & Complaints

If you have a privacy enquiry, wish to access or correct your personal information, or wish to lodge a complaint about how we have handled your information, please contact us:

We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

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