Frequently Asked Questions (FAQ)

What is the offer?

Purchase a participating Samsung refrigerator between 9:00am (AEST) on 2nd August and 11:59pm (AEST) on 2nd September 2018 to be eligible to receive up to $500* Woolworths online e-Voucher.

*For Participating Products and their corresponding Gift amounts, please refer to the Participating Products table located on the home page or the Samsung fridge model number references listed on the terms and conditions page.

What is the Gift?

Woolworths online e-Voucher on the purchase of a participating Samsung French Door refrigerator.

When does the promotion start?

9:00 am (AEST) on 02 August 2018.

When does the promotion end?

11:59pm (AEDT) on 02 September 2018.

What are the Participating Products?

Please refer to the Samsung refrigerator models listed on the home page or the Samsung refrigerator model number references listed on the 'Terms & Conditions' page.

What does purchase mean?

Payment in full or a rental payment plan with a term of eighteen (18) months or more. Rental payment plans must be established during the Promotional Period. Purchase does not include: (i) rental payment plans with a term of less than eighteen (18) months; (ii) lay-buys or pre-orders; and (iii) commercial or business transactions.

Should I register my claim if I have only paid a deposit on my Participating Product?

No. You should pay for your Participating Product in full or purchase a rental payment plan with a term of eighteen (18) months or more prior to registering your claim. You must pay for your Participating Product in full or purchase a rental payment plan with a term of eighteen (18) months between 2 August and 2 September 2018 and you must register your claim by 30 September 2018.

How do I register my claim?

Please refer to the directions listed on the How to Claim page.

Do I need to register my claim by the 30 September 2018 if my Participating Product is on back order?

Yes, you must complete the online claim form by 30 September 2018. Whilst completing the online claim form you will need to tick the box on the online claim form to indicate that you have not received your Participating Product. If you do not register your claim within this period, your claim may be deemed invalid.

Remember, you must pay for your Participating Product in full Payment in full or purchase a rental payment plan with a term of eighteen (18) months or more, between 2 August and 2 September 2018, even if you haven’t received your Participating Product by then, and you must supply your serial number and serial number photo within 7 days of receiving the Participating Product and no later than 30 December 2018.

How do I provide a copy of my tax invoice?

You must upload this online during your claim registration process. 

Where is my Participating Product’s serial number located?

The serial number is a 15 character sequence made up of letters and numbers following “Serial No” or “S/N” located on a sticker inside the fridge near the door hinge or on the side of the fridge. Please do not provide the serial number as shown on the product’s packaging as this is not a 15 character sequence.

How do I provide my Participating Product's serial number and a photo of my Participating Product's serial number?

You must provide your Participating Product’s serial number and a photo of your Participating Product’s serial number at the same time. You can provide your serial number and serial number photo when completing the online claim form or you can insert your serial number and upload the serial number photo online via the track claim page within 7 days of receiving your Participating Product and no later than 30 December 2018. After this date serial numbers of Participating Products cannot be submitted and therefore claims for Gifts cannot be completed, except in the case where delivery delay is caused by Samsung, the relevant Participating Retail Store, or their distributors, in which case you can provide your serial number and serial number photo via an email to contact@promotions-samsung.com

Can I provide my serial number and serial number photo after 30 December 2018 if I am renovating or building my house and won’t take delivery of my Participating Product by 30 December 2018?

No, you must provide your serial number and serial number photo by 30 December 2018 irrespective of when your home renovation or house build will be completed by.

Can I provide a photo of my Participating Product’s serial number separately to providing my Participating Product’s serial number?

No, you must provide your Participating Product’s serial number and a photo of your Participating Product’s serial number at the same time.

Can I provide a photo of the serial number as shown on the product’s packaging?

No, you must provide a photo of the serial number from the Samsung fridge itself, not the product’s packaging.

What happens if the serial number photo that I provide is not a photo of my Participating Product’s serial number?

You will receive a ‘More Information Required’ notification email to your registered email address requesting you re-supply your serial number and serial number photo. Once you receive this email you will have until the later of 30 September 2018 or 14 days from receiving the ‘More Information Required’ notification email to re-supply your serial number and serial number photo to be eligible to receive the Gift. If we do not receive your serial number and serial number photo within this period, your claim may be deemed invalid.

What happens if the serial number from the Participating Product that I provide is deemed invalid?

You will receive an ‘Invalid Serial Number’ notification email to your registered email address advising you that the serial number that you have provided has been deemed invalid. Once you receive this email you will have until the later of 30 September 2018 or 14 days from receiving the ‘Invalid Serial Number’ notification email to provide the correct serial number and serial number photo to be eligible to receive the Gift. If we do not receive the correct serial number and serial number photo within this period, your claim may be deemed invalid.

What happens if there is an outstanding issue with the copy of the tax invoice that I provide?

You will receive a ‘More Information Required’ notification email to your registered email address advising you what information may be missing or illegible. Once you receive this email you will have until the later of 30 September 2018 or 14 days from receiving the ‘More Information Required’ notification email to supply a copy of the tax invoice correcting the issue to be eligible to receive the Gift. If we do not receive a copy of your tax invoice correcting the issue within this period, your claim may be deemed invalid.

What happens if the serial number photo that I provide is not a photo of my Participating Product’s serial number and there is an outstanding issue with the copy of the tax invoice that I provide?

You will receive a ‘More Information Required’ notification email to your registered email address advising you of both issues. Once you receive this email you will have until the later of 30 September 2018 or 14 days from receiving the ‘More Information Required’ notification email to supply your serial number, your serial number photo and a copy of the tax invoice correcting the issue to be eligible to receive the Gift. If we do not receive your serial number, your serial number photo and a copy of the tax invoice correcting the issue within this period, your claim may be deemed invalid.

How will I know that my claim has been deemed valid?

You will receive an ‘Approved Claim’ notification email to your registered email address advising you that your claim has been deemed valid.

How will I know that my claim has been deemed invalid?

You will receive an ‘Invalid Claim’ notification email to your registered email address advising you that your claim has been deemed invalid and the reason why your claim was deemed invalid.

How will my Woolworths Online e-voucher be dispatched?

Your e-voucher will be dispatched via email to your registered email address.

Can I receive my Woolworths Online e-voucher in the mail?

No. You can only receive your e-voucher via email to your registered email address.

Can I receive my Woolworths Online e-voucher if I do not have an email address?

You need to provide an email address during your online registration to be eligible for the promotion. If you do not have an email address prior to registering your claim in this promotion, you will need to create one prior to registering your claim.

How long will it take to receive my Woolworths Online e-voucher?

Your e-voucher should be dispatched within 28 days of your claim being deemed valid.

How long will it take to receive my Woolworths Supermarket eGift Card?

Your eGift Card should be dispatched within 28 days of your claim being deemed valid.

How do I use my Woolworths Online e-voucher?

The Woolworths e-Voucher is a ‘Store eGift Card’ issued by Woolworths. The Woolworths e-Voucher must be redeemed at Woolworths Online. Any balance of the Woolworth e-Voucher not used by the expiry date will be forfeited and will not be able to be used for a further transaction. Woolworths e-Vouchers may be redeemed for orders placed at Woolworths Online from 10:00 AEST 01/08/2018 to 23:59 AEST 01/08/2021. Woolworths e-Vouchers cannot be used in-store at Woolworths. To redeem, Eligible Entrants must enter the Woolworth e-Voucher code at the online checkout in the ‘Promo code’ field at Woolworths Online when they spend $30 or more for a Pick Up order or $50 or more for a Home Delivery order. The value of the Woolworths e-Voucher cannot be used on Woolworths Flowers, tobacco/smoking products, gift cards, egift cards, mobile recharge products, mobile phones and products, Woolworths Mobile products, travel cards and tickets. Woolworths e-Vouchers cannot be used with a Woolworths Online business account (i.e. an account with an ABN or Business Name). Any unused amount remaining on the Woolworths e-Voucher cannot be converted to cash. Subject to available delivery areas, delivery windows and collection areas. Available delivery and collection times will vary between areas. Orders placed at Woolworths Online may be cancelled by Woolworths without notice to an Eligible Entrant if the above terms and conditions are not adhered to. All orders on Woolworths Online are subject to the Woolworths Online terms and conditions available on Woolworths website.

Does my Woolworths Online e-voucher expire?

All Woolworths e-Vouchers will expire 3 years from the date of issue and must be redeemed at Woolworths Online.

Can exchange or transfer Woolworths Supermarket e-voucher for cash?

No, an e-voucher is not transferable or exchangeable for cash or otherwise.

Can I claim more than once?

Only one (1) claim is permitted per Participating Product.

Each claim must be submitted separately and in accordance with the Terms and Conditions.

If the Participating Product is returned, will I have to give back the Gift?

Yes.

What should I do if I cancel my order?

If you have completed the online claim form, please contact Samsung promotion customer service to advise them that you will not complete your purchase (see the end of the FAQ or T&C’s page for this Promotion’s customer service contact details). Once you have advised Samsung promotion customer service, we will invalidate your claim.

Who is ineligible to claim?

Claimants under the age of 18, companies, businesses or organisations and employees of Samsung, Participating Retail Stores or any agency associated with this Promotion, or any immediate family member of such person are ineligible to claim. “Immediate families” means any of the following: spouse, ex-spouse, de-facto spouse, child or stepchild (whether natural or by adoption), parent, step parent, grandparent, step-grandparent, uncle, aunt, niece, nephew, brother, sister, step-brother, step-sister or first cousin.

Where can I find the terms and conditions for this Promotion?

Online at www.samsung.com/au/offer

Who is the Promoter?

Samsung Electronics Australia Pty Ltd ABN 63 002 915 648 of 3 Murray Rose Avenue, Sydney Olympic Park, NSW 2127.

Who will have access to my personal information from the Promotion?

Samsung collects personal information in order to conduct the Promotion and may, for this purpose, disclose such information to third parties, including, but not limited to, agents, contractors, service providers, offer suppliers and, as required, to Australian regulatory authorities. Validity of a claim is conditional on providing this information. Samsung may, for an indefinite period, unless otherwise advised, use the information for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning a claimant. Claimants acknowledge that the information they provide will be collected by or on behalf of Samsung and may be disclosed to other group companies and to third parties that help Samsung deliver its products and services (including suppliers, contractors, dealers, agents and business partners) or as required by law. Some of these parties may be located outside of Australia, including in Singapore, Korea and the Philippines. Claimants acknowledge that by giving consent to the disclosure of his/her personal information to the overseas recipients, Samsung will not have an obligation to take reasonable steps to ensure that these overseas recipients do not breach Australian privacy law in relation to that information. In particular, the claimant acknowledges that in providing their consent, Samsung will not be accountable under the

Should I contact Samsung Support to discuss my promotional claim?

No. You should contact this Promotion’s customer service (details directly below) as Samsung Support is a different department and they cannot assist you with your promotional claim.

How can I contact promotion customer service?

Email: contact@promotions-samsung.com

Phone: 1800 900 730