The duration and overall turnaround time of a repair is dependent upon a few different factors, such as how quickly the repair can be sent to the repairer, the nature of the repair itself, whether any parts need to be ordered and how quickly the repaired item can be sent back to the store. Typically, a “standard” repair case can take anywhere up to around 25-30 days; however, we do everything we can to encourage a faster turnaround where possible.

If the repair is covered by a warranty (e.g. manufacturer or retailer warranty) then you should not need to pay for your repair as these costs should be covered by either the manufacturer or the store.

If the repair is not covered by a warranty then you may be liable for repair charges (possibly including a repairer assessment fee), unless you have rights under the Australian Consumer Law to have your product repaired. Further information about the Australian Consumer Law can be found at https://www.jbhifi.com.au/General/Corporate/Consumer-Matters/Consumer-Guarantees-Warranties--Refunds/. If you would like to know more about repair charges, please contact your JB Hi-Fi store, quoting your solvup case ID.

The staff the JB Hi-Fi store with whom you logged the case should have provided an indication of whether or not the repair will be covered by a warranty; however in some cases the repairer will need to assess the product first to determine whether any warranty is valid or not. These cases may include incidents where there is damage to the product that has occurred after purchase (e.g. cracked screen or damaged housing due to the product being dropped).

In the case of computer repairs, faults caused by the post-purchase installation of third-party software may also be deemed to be not covered by warranty.

For more information, please contact the store during trading hours, quoting your solvup case ID.

You can track your repair via the Customer Portal using your Case ID and Receipt/Tax invoice number by clicking here. Some repair agents are better than others at providing updates online - If no information is available online, you are encouraged to call the store during trading hours for any updates.

You can contact the store to ask any questions relating to your repair – you just need to make sure you have your solvup case ID number to hand.

Solvup^tm is the software platform that JB Hi-Fi uses to track and manage repairs. You may receive automated communications from this platform throughout the progress of your repair. Solvup is not the repairer, nor does solvup have any access to information about your repair that the store does not. For all queries or updates about your repair, you should contact the JB Hi-Fi store with whom you logged the case.