Frequently Asked Questions (April 2018)

Thermomix's^® policies in relation to refunds and replacements accord with its obligations under the Australian Consumer Law.

The TM31 was sold by Thermomix^® in Australia until the release of the new TM5 model. The terms of our distribution agreement with the manufacturer specify that Thermomix^® in Australia may only sell the current model.

In 2014 there was a recall which affected specific batches of the TM31. The recall involved a replacement green sealing ring. The recall notice makes it clear that the recall affected a component part of the TM31, the sealing ring, and not the whole appliance. Following consultation with the ACCC, the manufacturer of Thermomix issued green sealing rings to affected customers together with instructions for the continued safe use of their TM31.

We'd be happy to, please give us your details on this form and your new consultant will be in touch shortly.

The TM31 was the subject of a recall in 2014. The recall did not involve the return of the TM31s. The recall involved a replacement green sealing ring and operating instructions for the continued use of the TM31.

Thermomix^® in Australia has admitted its conduct in the period between July 2014 and 2016 was misleading in three ways. First, for the customers who bought a TM31 in a three-month period in 2014 (7 July 2014 to 23 September 2014), the company promoted and sold products to them without telling customers of a potential safety risk until 23 September 2014 which then resulted in the recall. 

Second, a media statement issued and published widely in March 2016 about this recall and about the TM31 was misleading. 

Third, Thermomix^® in Australia also misled four customers about their refund rights under the Australian Consumer Law. Further, one of these customers was asked to sign a confidentiality agreement as a condition of her refund in circumstances where she was entitled, as of right, to a refund to under the Australian Consumer Law. 

Thermomix^® in Australia was also late in filing 14 mandatory reports of a serious injury caused by the use, or foreseeable misuse, of a TM31, and required to be filed under the Australian Consumer Law.

It's clear to us now that we should have done better in how we managed complex issues when concerns with some TM31 appliances were raised. We are very disappointed by our misleading conduct during that time, and want to make amends.  At our own initiative, we want to do much more than the jointly proposed Thermomix in Australia and ACCC penalty which was approved by the Court on 11 April 2018. We are committed to doing the right thing and to putting this matter to rest.

No. What we’ve agreed with the ACCC is that we did not adequately disclose a potential safety issue specifically during the three-month period of 7 July 2014 to 23 September in 2014.

The TM31 was the subject of a recall in 2014. The recall did not involve the return of the TM31s. The recall involved a replacement green sealing ring and operating instructions for the continued use of the TM31.

Thermomix^® in Australia has admitted its conduct in the period between July 2014 and 2016 was misleading in three ways. First, for the customers who bought a TM31 in a three-month period in 2014 (7 July 2014 to 23 September 2014), the company promoted and sold products to them without telling customers of a potential safety risk until 23 September 2014 which then resulted in the recall. 

Second, a media statement issued and published widely in March 2016 about this recall and about the TM31 was misleading. 

Third, Thermomix^® in Australia also misled four customers about their refund rights under the Australian Consumer Law. Further, one of these customers was asked to sign a confidentiality agreement as a condition of her refund in circumstances where she was entitled, as of right, to a refund to under the Australian Consumer Law. 

Thermomix in Australia was also late in filing 14 mandatory reports of a serious injury caused by the use, or foreseeable misuse, of a TM31, and required to be filed under the Australian Consumer Law.

We misled customers and are very disappointed  and want to make amends.  The ACCC and Thermomix^® in Australia agreed that customers who purchased a TM31 between 7 July 2014 and 23 September 2014 are in the timeframe when we misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018.

At our own initiative, we want to do much more than the ACCC and Thermomix^® in Australia proposed penalty fine. We are committed to doing the right thing and to putting this matter to rest. For customers in the above timeframe, we will give them a new TM5.

This offer is our own initiative, we want to go over and above what was required and are committed to doing the right thing by our customers, by our Consultants and by our staff and to putting this matter to rest.    

Yes and we realise we should have done better in how we managed these complex issues when concerns with some TM31 appliances were raised. We have agreed the penalty with the ACCC in order to finalise this matter, and to do the right thing by our more than 400,000 customers, our over 2,500 consultants and our staff.

The offer we are making for customers is above and beyond the agreement reached with the ACCC. We are doing this to make amends to any customer who bought a TM31 appliance during the three-month period between 7 July 2014 and 23 September 2014, agreed by the ACCC and Thermomix^® in Australia as the timeframe when we misled customers by not informing them about a potential safety risk.

The offer of a TM5 is extended to any customer who bought a TM31 appliance during the three-month period between 7 July 2014 and 23 September 2014, agreed by the ACCC and Thermomix^® in Australia as the timeframe when we misled customers by not informing them about a potential safety risk.

These customers can keep their TM31. We believe the potential safety issue was remedied by the issue of the green sealing ring. If you require a new sealing ring, or would like any more information, please visit this page.

The offer of a TM5 is extended to any customer who bought a TM31 appliance during the three-month period between 7 July 2014 and 23 September 2014, agreed by the ACCC and Thermomix^® in Australia as the timeframe when we misled customers by not informing them about a potential safety risk. These customers can choose to keep their TM31.

The offer of a TM5 is extended to any customer who bought a TM31 appliance during the three-month period between 7 July 2014 and 23 September 2014, agreed by the ACCC and Thermomix^® in Australia as the timeframe when we misled customers by not informing them about a potential safety risk. These customers can choose to keep their TM31.

It's clear to us now that we should have done better in how we managed complex issues when concerns with some TM31 appliances were raised. We are very disappointed by our misleading conduct during that time, and want to make amends. At our own initiative, we want to do much more than the jointly proposed ACCC penalty. We are committed to doing the right thing and to putting this matter to rest.

The offer of the additional BBL was directly related to the launch of the new model. The TM5 offer is not related to the launch.

The offer to give these customers a new TM5 is our own initiative and is above and beyond the agreement reached with the ACCC. We are doing this to make amends to this group of customers as they purchased their TM31 during the time agreed by the ACCC and Thermomix^® in Australia as the timeframe when we misled customers by not informing them about a potential safety risk.

It's clear to us now that we should have done better in how we managed complex issues when concerns with some TM31 appliances were raised. We are very disappointed by our misleading conduct during that time, and want to make amends. At our own initiative, we want to do much more than the ACCC penalty. We are committed to doing the right thing and to putting this matter to rest.

At our own initiative, we want to go over and above what was required and are committed to doing the right thing by our customers, by our consultants and by our staff and to putting this matter to rest. ACCC did not seek any form of customer redress as part of the Federal Court proceeding.    

The offer of a TM5 is extended to any customer who bought a TM31 appliance during the three-month period between 7 July 2014 and 23 September 2014, agreed by the ACCC and Thermomix in Australia as the timeframe when we misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018. You can choose not to participate in this offer.

If you’re a customer who believes they should be in this group – so you purchased a TM31 model within this timeframe but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours, so we can update your contact details and/or to check the date of your TM31 purchase if you can’t remember it exactly. 

The date range 7 July 2014 to 23 September, 2014 is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that Thermomix in Australia misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018.

If you receive a new TM5 from this offer, the new machine is your property.

If you purchased your TM31 from Thermomix^® in Australia in period of beween 7 July 2014 and 23 September, 2014, then you will receive an email from us. If you’re a customer who believes they should be in this group – so you purchased a TM31 model from Thermomix^® in Australia within this timeframe but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours, so we can update your contact details and/or to check the date of your TM31 purchase if you can’t remember it exactly. 

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk.  

The Court approved the concessions and penalty on Wednesday 11 April, 2018. If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

At our own initiative, we want to go over and above what was required and are committed to doing the right thing by our customers, by our consultants and by our staff and to putting this matter to rest. 

Our offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix in Australia as the period of time that we misled customers by not informing them about a potential safety risk. 

The Court approved the concessions and penalty on Wednesday 11 April, 2018. These customers can choose to either take up the offer or not.

Our offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix in Australia as the period of time that we misled customers by not informing them about a potential safety risk.

The Court approved the concessions and penalty on Wednesday 11 April, 2018.

Secondhand machines will not be included as part of the offer is only extended to the original purchaser.

While we are making this offer at our own initiative, it is a big undertaking for the company, so we are giving people until 30 June, 2018 to submit their acceptance of the offer.

The offer we are making to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia, as the period of time that we misled customers by not informing them about a potential safety risk.

The Court approved the concessions and penalty on Wednesday 11 April, 2018.

We are doing this to make amends to this group of customers because we agree we could have communciated with them better when concerns about a potential safety issue were first raised.

We will be contacting our customers who are eligible for the offer directly via email.

If you’re a customer who believes they should be in this group – so you purchased a TM31 model from Thermomix^® in Australia between 7 July 2014 and 23 September 2014 but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours, so we can update your contact details and/or to check the date of your TM31 purchase if you can’t remember it exactly. 

If you accept the offer, we will deliver your new TM5 to your delivery address of choice and email you a delivery video so you can quickly use your new TM5 with confidence. 

An extra BBL set is not part of the TM5 offer.

You can purchase an additional BBL here; or consider having a Cooking Experience and accessing some great host offers. Talk to your Consultant to find out more.

You can keep and use all of your TM31 cookbooks with your new TM5.

Accessories and cookbooks are not part of the TM5 offer.

The Cook-Key^® is not included in the TM5 offer.

To buy a Cook-Key^® please click here.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix in Australia as the period of time that we misled customers by not informing them about a potential safety risk.  

The Court approved the concessions and penalty on Wednesday 11 April, 2018. If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk.  

The Court approved the concessions and penalty on Wednesday 11 April, 2018.

If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk.

If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix in Australia as the period of time that we misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018.

If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018.

If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk. The Court approved the concessions and penalty on Wednesday 11 April, 2018.

If you believe you should be included in this group, please call 1800 788 332 during normal business hours.

We will be contacting all of our customers who are eligible for the TM5 offer  directly via email.

If your machine was purchased between 7 July 2014 and 23 September, 2014 and you have not received an email, please call our customer care team on 1800 788 332 during normal business hours.

We will be contacting all of our customers who are eligible for the TM5 offer  directly via email.

If you’re a customer who believes they should be in this group – so you purchased a TM31 model from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours.

We will be contacting all of our customers who are eligible for the TM5 offer  directly via email.

If your machine was purchased from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 and you have not received an email, please call our customer care team on 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk.  

The Court approved the concessions and penalty on Wednesday 11 April, 2018.

The offer we are making for these customers is above and beyond the agreement reached with the ACCC.

We are doing this to make amends to this group of customers because we agree we misled these customers by not telling them about a potential safety risk with the TM31. 

If you believe you should be included in this group, please call our customer care team on 1800 788 332 during normal business hours.

Our TM5 offer relates to customers who purchased the TM31 from Thermomix^® in Australia in the date range 7 July 2014 to 23 September, 2014 which is the three month period agreed by the ACCC and Thermomix^® in Australia as the period of time that we misled customers by not informing them about a potential safety risk.  

The Court approved the concessions and penalty on Wednesday 11 April, 2018.

The offer we are making for these customers is above and beyond the agreement reached with the ACCC.

We are doing this to make amends to this group of customers because we agree we misled these customers by not telling them about a potential safety risk with the TM31. 

If you’re a customer who believes they should be in this group – so you purchased a TM31 model from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours, so we can update your contact details and/or to check the date of your TM31 purchase if you can’t remember it exactly. 

If you purchased your TM31 from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 then the original purchaser will receive an email from us with the offer.

If you have not received an email, please call our customer care team on 1800 788 332 during normal business hours.

We will be contacting all of our customers who are eligible for a TM5 directly via email.

The purchase date is the date the sale was processed. If you purchased a TM31 model from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 but did not receive an email from us -  please call our customer care team on 1800 788 332 during normal business hours so we can update your contact details and/or to check the date of your TM31 purchase if you can’t remember it exactly. 

No. If you purchased your TM31 from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014  then you will receive an email from us with the offer to receive a new TM5.

The offer for a TM5 was announced for the first time to our consultants and the general public on 11 April 2018.

If you purchased your TM31 from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014  but don't want to accept the machine, please call our customer care team on 1800 788 332 during normal business hours.

No. Accessories are not part of the TM5 offer.

If you purchased your TM31 from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 then the original purchaser will receive an email from us with the offer.

If you have not received an email, please call our customer care team on 1800 788 332 during normal business hours.

We know that your Thermomix^® is like having an extra pair of hands in the kitchen so we have all of our hands working to get your new TM5 to you as quickly as possible.

As you can imagine, this is a big undertaking for Thermomix^® in Australia, so we can promise that your TM5 will be dispatched within six weeks of us receiving your confirmed acceptance of the offer.

Once it's on its way, we'll let you know. The email will include a video designed to guide you through the process of unpacking, setting up and how to use your machine. Make sure your Cookidoo.com.au subscription trial is ready so you can start cooking from more than 2,200 Australian recipes and more than 50,000 recipes from around the world.

You'll receive an email soon as your TM5 is on its way with a video designed to guide you through the process of unpacking, setting up and how to use your machine.

If you'd like a personal demonstration and don't already have a Consultant, please enter your details into this form and a Consultant will be in touch.

Booking a Cooking Experience is another great way for us to support your customer journey - ask your Consultant about our great host offers.

The TM5 offer expires if not accepted by 30 June, 2018. We will make every effort to contact our customers who are eligible for an offer machine directly.

If you purchased your machine from Thermomix^® in Australia between 7 July 2014 and 23 September, 2014 and you have not received an email, please call our customer care team on 1800 788 332 during normal business hours.

The machines are being sent via tracked post and will need someone to sign for their receipt. If you're not able to be at home, then you can change your delivery address on the form where you accepted your TM5 offer.

Alternatively, if no-one was home to sign for your parcel, you can collect your machine from your local Australia Post.

We will be contacting our customers who are eligible for a TM machine directly via email.

If you purchased your machine between 7 July 2014 and 23 September, 2014 and you have not received an email please contact our Customer Service team on 1800 788 332 during normal business hours.

Yes, you can. You can keep your TM31 and your new TM5 like many other people choose to do.

If you're eligible, the process to receive your new TM5 will be open until 30 June, 2018.  

Yes, because this is an email directly impacting you as an owner of the TM31, you still receive an email with the offer. If you have not received an email,  please call our customer care team on 1800 788 332 during normal business hours.

The proceedings brought against Thermomix^® in Australia by the Australian Competition and Consumer Commission relate to the Australian market only. If you believe you should be included in this group, please go to thermomixfacts.com.au.

Yes, as a new TM5 or existing TM31 owner you can qualify for current host rewards if you host an eligible Cooking Experience. Click here to book yours or contact your Consultant directly.

As a result of recent publicity, two videos were brought to our attention which appeared to show a TM31 lid moving during operation, and a TM31 lid being removed during operation.

We immediately arranged for the TM31 appliances to be collected from the customers by courier companies and delivered to local independent experts for testing.  This independent testing confirmed that there was no fault with the two appliances and that the safety features of the TM31 prevent the lids from opening while in normal use in accordance with the operating instructions.

We have liaised directly with these customers.

If you have a specific concern about a fault in relation to your TM31, please call our customer service team on 1800 004 838, during normal business hours so they can assist you.

In 2014 and 2015, there was a recall which affected specific batches of the TM31. The recall notice can be located at ACCC’s Product Safety website on 7 October 2014. The recall notice makes it clear that the recall affected a component part of the TM31, the sealing ring, and not the whole appliance. Following consultation with the ACCC, the manufacturer of Thermomix^® issued green sealing rings to affected customers together with instructions for the continued safe use of their TM31.  Thermomix^® in Australia has at no time been required to replace all TM31 appliances with new TM31 or TM5 appliances.

Following consultation with the ACCC, the manufacturer of Thermomix^® issued green sealing rings to affected customers together with instructions for the continued safe use of their TM31. The effect of this recall involved the issue of the green sealing rings. Thermomix^® in Australia has at no time been required to replace all TM31 appliances with new TM31 or TM5 appliances. We believe it is safe to use in accordance with the manufacturer’s instructions and user manuals and there has been no finding in the proceeding that the TM31 appliances have a major fault.

If you have a functional fault or specific concern in relation to your TM31, we can arrange for it to be inspected at our service centre and one of our Customer Service Representatives can make a time with you to review the safe use and operation of your TM31. With all kitchen and electrical appliances, there is inherent risk of injury.  We believe it is safe to use in accordance with the manufacturer’s instructions and user manuals and there has been no finding in the proceeding that the TM31 appliances have a major fault. 

With all kitchen and electrical appliances, there is inherent risk of injury. It’s important appliances are used in line with the manufacturer’s instructions and user manual. If you have a functional fault or specific concern in relation to your TM31, we can arrange for it to be inspected at our service centre and one of our Customer Service Representatives can make a time with you to review the safe use and operation of your TM31 in accordance with the manufacturer's instructions.  We believe it is safe to use in accordance with the manufacturer’s instructions and user manual and there has been no finding in the proceeding that the TM31 appliances have a major fault.

Every new model has continuous quality improvements, and this is true of the TM5. With all kitchen and electrical appliances, there is inherent risk of injury. It’s important appliances are used in line with the manufacturer’s instructions and user manual. We can arrange for one of our Customer Service Representatives to make a time with you to review the safe use and operation of your TM5 in accordance with the manufacturer's instructions and user manual.

With all kitchen and electrical appliances, there is inherent risk of injury. We believe the TM31 is safe to use in accordance with the manufacturer’s instructions and user manuals. There has been no finding in the proceeding that the TM31 appliances have a major fault.

Your wellbeing and satisfaction while using your Thermomix has always been of great importance to us, which is why we have a Thermomix^® education campaign in conjunction with the manufacturer of Thermomix^®, Vorwerk^®. Called “Thermomix^® Basics” (visit info.thermomix.com.au) our aim is to provide you with important reminders for the safe use and maintenance of your Thermomix^®.

Here, you’ll find a series of videos and safety tips to ensure you use your Thermomix^® correctly and safely to get the most out of your appliance so you can keep on preparing your favourite meals and discovering new recipes to love. 

With all kitchen and electrical appliances, there is inherent risk of injury. We believe the TM31 is safe to use in accordance with the manufacturer’s instructions and user manuals.

Your wellbeing and satisfaction while using your Thermomix^® has always been of great importance to us, which is why we have a Thermomix education campaign in conjunction with the manufacturer of Thermomix, Vorwerk. Called “Thermomix^® Basics” (visit info.thermomix.com.au) our aim is to provide you with important reminders for the safe use and maintenance of your Thermomix^®.

Here, you’ll find a series of videos and safety tips to ensure you use your Thermomix^® correctly and safely to get the most out of your appliance so you can keep on preparing your favourite meals and discovering new recipes to love. 

Your wellbeing and satisfaction while using your Thermomix^® has always been of great importance to us, which is why we have a Thermomix^® education campaign in conjunction with the manufacturer of Thermomix^®, Vorwerk^®. Called “Thermomix Basics” (visit info.thermomix.com.au) our aim is to provide you with important reminders for the safe use and maintenance of your Thermomix^®.

Here, you’ll find a series of videos and safety tips to ensure you use your Thermomix^® correctly and safely to get the most out of your appliance so you can keep on preparing your favourite meals and discovering new recipes to love.