Sub-Zero fridges. Wolf cooktops. Miele dishwashers. Gaggenau ovens. ASKO laundry. These appliances cost $5,000 to $25,000+ each. Their owners reasonably expect them to last 15–20 years. When one fails after 4 years and the manufacturer points at the expired voluntary warranty, the response many Australian consumers don’t realise is available is: Australian Consumer Law guarantees override voluntary warranties.
The “reasonable durability” principle
Under the Australian Consumer Law, every product carries a non-excludable consumer guarantee that it will be of acceptable quality — which includes reasonable durability. What’s “reasonable” depends on the type of product, the price paid, and any representations made at sale.
For premium kitchen appliances, “reasonable durability” is widely accepted by tribunals to mean 10–20 years for major components. A $15,000 fridge that fails after 4 years has not been of reasonable durability — regardless of whether the voluntary 2-year warranty has expired.
What the High Court and tribunals have said
Australian courts and tribunals have repeatedly upheld claims for premium appliances long after voluntary warranty expiry, on reasonable-durability grounds. The High Court’s interpretation of acceptable quality (Hewitt v Aurelia [2016]) makes clear that the price paid is a major factor in what’s “reasonable” — premium pricing supports premium durability expectations.
Common manufacturer pushbacks
- “The warranty has expired.” Voluntary warranties don’t override ACL guarantees.
- “The repair is uneconomical.” Then it’s a major failure and you’re entitled to a refund or replacement.
- “You should have bought extended cover.” Extended warranties are voluntary; ACL rights aren’t.
- “This is normal wear.” A compressor failing in a fridge after 4 years isn’t normal for the price point.
- “The retailer is responsible, not us.” Both can be liable. The manufacturer’s representations and warranties run to the consumer directly.
The Letter of Demand
The letter:
- Identifies the appliance (make, model, serial, purchase date, price, retailer)
- States the failure and any independent assessment of repair cost
- Cites the ACL acceptable-quality and reasonable-durability provisions
- States what’s reasonable to expect for the price paid
- Demands remedy (repair at manufacturer expense, replacement, or refund)
- Sets a deadline (typically 14–21 days)
- Names the escalation path: state tribunal, ACCC, Fair Trading
Flat fee
Claim Done’s Letter of Demand for premium appliances is $79. The wizard asks for the appliance details, the failure, the cost paid, and any independent assessment. The AI drafts a letter focused on reasonable-durability principles and sends it to the retailer and manufacturer on your behalf.
Most premium-appliance manufacturers fold once a properly drafted letter arrives — they know they’ll lose at the tribunal because the precedents are against them.