Frequently Asked Questions

Buying

1. What are my payment options?

Online purchases are made easy and secure with a selection of payment options, including Debit Card (Visa and MasterCard), Credit Card (Visa and MasterCard) and PayPal. Unfortunately, at present, we cannot accept American Express, MasterPass, Visa Checkout, gift vouchers or store credit for online purchases.

2. Is buying online safe?

Any personal information you disclose to us is handled with the strictest confidence. Our website is officially secured website and all your payment would be protected by Pay Pal.

3. What is the "CVC"?

On MasterCard or Visa, the CVC is the last 3 digits on the back of the card.

4. Do I Need An Account To Place Order?

You do not need an account to place order, you can check out as a guest. But we strongly suggest you create your own account to place orders.

5. Are there benefits to registering with ENGLAON Shop?

When you Create An Account with us, you’ll benefit from a faster and easier Checkout process. Simply select Express Checkout, log in and your registered details automatically appear in the Checkout form.
Other advantages include: View and track your order; Check your purchase history; Save products of interest to your Wish List; Write your own product reviews and ratings; Update your personal details.

6. What happens after I have completed the payment online successfully?

After you place an order with us, you’ll receive an order confirmation email with the details of your order. If you need a formal tax invoice for proof of your purchase, please send us a message and we will send it with the item or by an email. If you have any queries regarding your purchase, please Contact Us.

7. Can I share my satisfaction or views of the purchased item?

You may share your opinion and experience of your purchased item with other customers. Review options are available on every product page. However, please consider the following guidelines when writing your product review:

 

  • Refrain from use of profanity, obscenities, offensive language or otherwise objectionable content.
  • Avoid inappropriate comments, including controversial statements, awkward or sensitive subjects, and legal matters.
  • URL or hyperlinks are not permitted.
  • Foreign languages are not permitted. Please write your review in English.
  • Do not post personal information, including phone numbers, email or mailing address, or credit card information.
  • Do not use product reviews to make service or policy complaints. Any negative service experience or disagreement with our service policies should be made direct to ENGLAON Shop.
  • Reviews that do not meet these guidelines may be removed from the ENGLAON website.

 

Delivery

1. What is the cost of delivery?

We deliver to your home or office, anywhere within Australia, via Australia Post. If you prefer to use express service or another courier, please contact our sales team.

 

The delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfilment location.

 

You can work out delivery costs for your purchase using the delivery cost calculator in Shopping Cart. Otherwise, delivery costs will be automatically calculated in Checkout and displayed as a line item in your costs.

2. How Long Will it Take To Get My Package?

VIC: 2-4 Business days.      NSW, SA & TAS: 3-5 Business days.     QLD & WA: 4-7 days.

NT and remote areas more than 5 business days.
You can use your tracking number to find out more accurate days of Shipping.

3. Do I have to be home to receive my items?

All deliveries must be signed for when you receive them, deliveries can be made to PO Boxes. If you are unable to take delivery of your items in person – or if you have not received them within a reasonable period – please Contact Us.

4. Can I nominate a different delivery address to the billing address?

Normally the billing address and the delivery address are the same, but you may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.

5. How do I track my order online?

As an ENGLAON member, you can log in and check on the status of your order online via My Account. Or, you can track your item via Australia Post Tracking code (send by Australia Post).

6. Will my order, which includes a few items, be delivered in the one box?

On occasions, when a number of items are purchased in a single order, they may be sorted into separate boxes and arrive with different deliveries. Therefore, all of your order might not be delivered on the same day.

7. What happens if I'm not at home to receive my purchased items?

If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox.

8. What if I receive a damaged parcel, the wrong items, or don't receive my order at all?

If you believe there is damage to the products you’ve ordered, the incorrect items have been delivered, or your order hasn’t arrived within the specified timeframe, please Contact Us.

Warranty / Refunds

1. What kind of after sales service do Englaon offer?

Englaon strives to offer the best after-sales service in the industry. Our customers are extremely important and because of this, we want to ensure that you remain happy with your product long after your initial purchase. This is why we offer an Australia based comprehensive technical support facility for all of our customers.

2. Manufacturer's Warranty

Many of our products come with a guarantee or warranty from the manufacturer. In addition, they 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 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.

3. What can I do if I have a problem with my new items?

If you are unhappy with the condition or performance of your new items, please contact ENGLAON for further assistance.

4. What is ENGLAON’s online refund policy?

We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you’re not content with the state of your new purchase, you can request money refund within 14 days of purchase. And the postage fee is NOT refundable. The item must be returned to us in its original condition, original condition means undamaged, including the outer packaging. Once the item is received by us and provided the returned item meets defective items criteria, a replacement product or a full refund to you. This will be done within 5 business days of receiving the item. If No Problems was found by our inspectors, or customer change of minds, we will charge 10% restocking fees of the total product price in this case.

Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose or don’t match the description.

Television

1. How do I record onto a USB stick?

There are two methods of recording

 

  • Instant record (Press the record key on the remote control to instantly start recording what you are watching)
  • Timer record (Set a timer recording using the 7-day EPG)

Note: It is NOT possible to watch one channel while recording another. The TV will record in standby if the EPG timer has been previously set. All recording options are explained in the TV manual.

2. Why is the DVD player not reading discs?

When inserting DVD’s make sure the label side is facing to the back of the TV, and make sure the DVD discs are not Blue-Ray Discs. Try more than one disc, if none of them load or work correctly please call the Englaon helpline 03 9877 7318.

3. Why is the power LED light green, but there is no sound or picture?

No picture means that the TV is not receiving a transmission. Check your aerial lead is not damaged and is connected correctly. If the problem persists press the ‘Menu’ button on the TV or on your remote control. If the menu is displayed on the screen the wrong source may have been selected. Press the source button on your TV or on your remote control and select the source you require.

If you cannot see the menu displayed on the screen you will need to call the Englaon 03 9877 7318.

4. Why is there no sound coming from the TV speakers?

Has the TV been set to mute? To cancel Mute, press the mute key on the remote control or press the Vol+ key. Have headphones been connected to the TV and not removed?

5. How do I activate/deactivate subtitles?

Press the key under the blue key on the remote control labelled ‘Subtitle’. A subtitles menu will appear on the screen. Press the right arrow key to select ‘Subtitles Off’, and then press ‘OK’. This will deactivate the subtitle function. The same procedure is required to turn on and activate subtitles.

6. On my satellite TV why is the picture/sound breaking up or dropping out whilst viewing?

Check the signal quality and strength are fine and check the cable quality and length. A long cable could cause significant signal loss. A signal amplifier/booster would help correct this.

7. On my TV how do I delete unwanted channels?

Go to the ‘SETUP’ option in the main menu and select ‘Channel Management’. Select any channel and press the ‘Red’ key on the remote control to delete.

8. How do I connect my Smart TV to Wi-Fi?

Tap on the app’s icon to display all of the apps on the tablet. Select ‘Settings’. Wi-Fi needs to be set to ‘On’. In the list of connections detected a tap on the connection required and where applicable submit the password. (You can find the password on the router) Tap ‘Connect’ to activate the wireless connection.

9. What is Englaon policy on TV dead pixels?

All Englaon TV’s adhere to a stringent standard regarding picture quality. LED screens are made up of over nine million pixels and in very rare cases it may be possible to notice pixels which do not perform perfectly. Due to this common phenomena, Englaon uses the following criteria to establish warranty replacement.

Pixel Colour    Quantity Exchange
Black 3 Yes
White 3 Yes
Sub (Green, Blue or Red) 7 Yes

10. The TV stays on standby when turned off. How do I turn it off completely?

Some of the earlier TV’s use an external power adaptor, in this case, the TV does not come equipped with a power off function, the only way to turn the TV off is by the switch at the mains socket.

11. Why is the picture pixelating?

Pixelation of the picture often is caused by poor signal quality. To ensure your digital signal quality is of the best you need to ensure you are using an outdoor aerial suitable to receive digital television signals. You may require an aerial upgrade, but we advise that you consult with a professional aerial contractor who will know reception levels in your location.

12. Can the TV work on a 12v supply?

All Englaon televisions are designed to use the power cables that are supplied with them. Most models are supplied with an external power adaptor which does convert 240 volts to12 volts it is always advised to use this adaptor in its appropriate manner. If a TV were to be connected directly to a 12 volts source please use the Car Adaptor Cable supplied by us, because incorrectly connection (Battery source) is possible to damage the television which will inevitably void the warranty.

13. Can the TV be used as a TV monitor?

The majority of Englaon LED TV’s have the facility of connecting as a monitor via the VGA and HDMI socket, however, it is best to check the specifications of each model. Connecting to a laptop is a different matter though due to laptops being configured to use their own screen. As every laptop is different it is recommended that the consumer seeks advice from a Computer Specialist before connection.

14. Can my LED TV be wall mounted?

All Englaon TVs are wall mountable. On the rear of the TV, there will be holes where the wall mounting bracket can be fitted. Please check the VESA mount holes of the TV before you mount it to a TV bracket.